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dmartin85
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Can I have a bad install repaired?

Hi.

My virgin installation compromises of the broadband cable coming from the ground going around the side of my property. Where the cable runs we often encounter cars catching the wall with their tyres, and as a result, fraying or breaking the cable.

The first time it broke an engineer fixed it putting it down to a fluke accident. The second time it broke the engineer said he would return and securely fix the cable in a metal case, but he didn't. The third time it broke I repaired it myself, and now it has broken again! Again I have manually connected the cable back together, but could I ask for an engineer to come and replace the cable - ideally at a higher point away from vehicles or in a secure casing?

Thanks,
Dan

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Re: Can I have a bad install repaired?

As you have tried to get it fixed before using customer services I would wait for one of the VM staff to pick up your post. This may not be for some days. 


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dmartin85
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Re: Can I have a bad install repaired?

Thanks.
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dmartin85
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Re: Can I have a bad install repaired?

Are any moderators able to help here?

As my broadband is currently working I am unable to report a fault in order to get an engineer out. But I really need this issue resolving before it breaks again!

Thanks,
Dan

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Re: Can I have a bad install repaired?

VM staff can take up to a week before they get to your post.


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Re: Can I have a bad install repaired?

Hi dmartin85, 

 

Thanks for your post and apologies to hear about the issues you have had with this cable. 

 

As you have a working connection, any appointment we book wouldn't be classed as a priority but we can certainly look in to this. 

 

Can you pop a picture of the damaged cable here? Once we see what you mean we can refer this over to the Area Manager Smiley Happy 

 

Thanks,

Kath_F
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dmartin85
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Re: Can I have a bad install repaired?

Thanks Kath

Please see attached photo, the cable runs about 15 metres down the wall and then in through a door frame.

You can clearly see where the cable was ripped and I fixed it back together and added the grey cable-tidy for extra protection.

Thanks, DanEF9A2047-98D7-4219-9856-D868195D6655.jpeg

 

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Re: Can I have a bad install repaired?

Hi Dan, 

 

Thanks for coming back to me on this Smiley Happy 

 

OK, I have sent you a private message. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

 

Thanks,

Kath_F
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