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Cut cable - how long for connection to return after fixed?

zetastarz21
Tuning in

As the title says, we found out our cable was mysteriously cut outside. Basically, on Thursday broadband cut out, engineer booked for Friday evening, he found the, in his words, very freshly cut cable outside our property. He managed to book a team to come fix that Saturday morning. They were a no show as expected with VM, rescheduled to Monday, no show again, and then this morning (Tuesday) around 8:20 I saw a Kelly Communications van parked outside and a man pulling some cables. I was hopeful that this was for us as he also walked to our front door and checked the box there. 
He left around 9:30 but we still have no connection. 
When I called the customer support to find out if they were finished, she said it’s still open and to wait until the time slot ends (8am-1pm) and then call again if the connection isn’t back.

I’m general, how long after cables are pulled before the connection starts back up? 

1 ACCEPTED SOLUTION

Accepted Solutions

goslow
Alessandro Volta

It is very sad that a customer has to go to such lengths as making enquiries with the council to confirm that VM is lying about the reasons for a delay. It is also very sad that other customers have also done this on past topics and found out the same was true, so clearly this is not a one-off event but a recurring pattern of behaviour by VM and its agents.

Keep all of this evidence (hopefully you got something in writing from the council) and do so in a timeline format. Link your evidence (screenshots, emails, text messages etc.) to each entry on the timeline so that you build up an easy-to-follow narrative of everything that has gone on. This will be helpful when you (inevitably) have to go to the ombudsman to get the correct compensation.

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25 REPLIES 25

nodrogd
Very Insightful Person
Very Insightful Person

It should be working immediately. The cable pull team should just reconnect to the drop box on your front  wall & the same tap in the cabinet at the other end. The cabinet taps are always live, they don’t have to be switched on. The only thing I can think is there is an issue at the cabinet end, or there is insufficient signal being received through the drop line.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

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Akua_A
Forum Team
Forum Team

Hi @zetastarz21 

Welcome to our community forums and thank you for your first posts.

Sorry to hear you are experiencing a loss of service due to a cut cable. We can understand the frustration caused. We can however see that you recently contacted our team regarding this and they were able to advise. Do you need any further help with this issue?

Thanks,

Akua_A
Forum Team

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happywithmy350
Knows their stuff

Virgin don't use Kelly Comms, that's BT network only. 

newapollo
Very Insightful Person
Very Insightful Person

VM do use Kelly Communications, for example.

/QuickStart-set-up-and/Pavement-cable-cover-missing 

camdengoodsyardconsultation/virgin-media-diversion-works/ 

Dave
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zetastarz21
Tuning in

Sorry for the late reply. There’s been a lot of back and forth with VM about this. The team came and left as I mentioned and apparently a full cable re-pull is needed with some extra construction work or something that needs to be done so they couldn’t do it that day. Of course they don’t tell me this directly. I had to call and basically pry the information out of them. It was rescheduled to 20 May, then 11 May (no show), then 12 May (no show) then they say 24 May, and now at 11pm I receive a message saying they’re coming tomorrow 16 May. I have little faith in them anymore. I guess we just have to wait and see…

and I have been keeping records to make sure the compensation gets added correctly as it’s now been 2 weeks of no connection.

nodrogd
Very Insightful Person
Very Insightful Person

@happywithmy350 wrote:

Virgin don't use Kelly Comms, that's BT network only. 


Virgin have several construction partners. It depends what region you live in as to who does the work:

Virgin Media construction partners


Kier: Scotland + South London, South Coast & South East

Kelly: North London, Homes Counties & East Anglia

Avonline: North East + South West & South Wales

nmcn: North West & North Wales + Yorkshire & East Midlands

Comex: West Midlands

Actavo: Northern Ireland

 

https://www.constructionenquirer.com/2020/03/03/six-firms-to-share-3bn-virgin-media-civils-works/ 

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

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zetastarz21
Tuning in

Just a little bump and update.

Nobody showed up 16 May, as I expected. Was rescheduled over and over again until yesterday when I received a message saying it's been rescheduled to 4 June. That will make exactly one month of no internet connection. And with practically everything using internet/wifi this day and age, it is a real hindrance to our daily lives.

Does anyone know if the VM contract can be canceled without fees because of this incompetence? As much as I like VM fast connections (we're on the Gig 1), this situation is making me wonder if the wait is worth it...

I have indeed been in touch with customer service. Practically every day in fact. And no, the issue has not been resolved and the customer service staff have not given any advice. Only empty promises unfortunately. If you can do better I will gladly communicate with you to resolve the issue quickly as possible.

Hi @zetastarz21, thank you for your response.

I can see you spoke to the team within a few hours of your latest post. Were you given clarification on when we expect the issue to be resolved?

Please pop back to us at your earliest convenience.


Regards,
Daniel