Contractor cut our cable

[bob2000]

A contractor - digging a trench on a public grass verge for BT I think - has cut through our Virginmedia Cable.

I have found it impossible to contact anyone I can speak to at Virgin about this via the phone or chat function.

I have booked an engineer appointment for a broadband fault - but it is in 2 days time and I'm concerned that the engineer will turn up expecting, and only equipped, to deal with hub / cable issues in the house.

I'm also concerned that I could be charged a call out fee. But this has nothing to do with me! The contractor was not working for me, and was not working on our property.

How can I speak to an actual person - to explain that they need to send someone to repair this cable in the soil on public land? The cut ends are current exposed in a trench - so no digging needed.

[japitts]

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@bob2000 wrote:

...cut through our Virginmedia Cable.

I have booked an engineer appointment for a broadband fault - but it is in 2 days time and I'm concerned that the engineer will turn up expecting, and only equipped, to deal with hub / cable issues in the house.

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Virgin techs are multi-skilled. And if the fault is a cable-cut on public land, it certainly isn't your fault thus the callout charge shouldn't apply.

You've got a tech visit booked, so go with it. You're likely to expend a lot more effort in trying to explain to (likely) an offshore CS agent, only to achieve what you already have - a tech visit. Your explanation will be a lot more fruitful to them, as "boots on the ground".

[bob2000]

Thanks. That makes sense.

Just looked at the cut cable - can't really blame the contractors - it wasn't even 6 inches below the surface and not wrapped /shielded in any way at all.

Perhaps the Virgin tech may decide this needs to be put in a proper trench?

[-tony-]

keep it simple - if there is a bit of slack dont push for anything more than a joint protected in a gell box - yes it may seem better in a duct but a tech is not going to do that and if you discourage him/her from a perfectly good joined cable you may be months getting it sorted

[bob2000]

Thanks. Sounds like a good tip

[bob2000]

So tech came. Was great. Did a quick splice and without me even asking said he'd book a new cable too. But no rush for that now it's been spliced.

[bob2000]

Spoke too soon. The contractors have bust the cable again by dragging their digger through the soil.

Now all the Virginmedia help services won't let me contact anyone for 24 hours - and only then will they look into another engineer visit.

[Tom_W1]

Hi @bob2000 thanks for your post here although we're sorry to hear of the concerns you've raised here.

We appreciate this must be frustrating for you, having had your services temporarily restored.

Please allow us to send you a PM so I can investigate further for you, expect the PM to arrive shortly and respond directly when you can!
Many thanks

[Tom_W1]

Hi @bob2000 thanks for your PM exchanges, this is just a post here to confirm this is on the way to being sorted for you.

If you need help again, you know where we are.

Many thanks