External cable cut

[Maxtedmail]

We have had our external cable cut whilst some bushes were being trimmed today. Is there a way to rejoin the cables or is it a call-out from virgin required?

[carl_pearce · Accepted solution]

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@Maxtedmail wrote:

We have had our external cable cut whilst some bushes were being trimmed today. Is there a way to rejoin the cables or is it a call-out from virgin required?

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Technically yes, however VM should do the work.

[jpeg1]

Depends how clean the cut is and how much slack is available. Either a ten minute job for a Virgin technician, or a cable re-pull that could take weeks to arrange.

Call customer support and report service failure. 

[Maxtedmail]

Thanks, it’s a clean cut on a run around a wall, cable was fed through some bushes (limited access at time of installation) so plenty of slack.

[jpeg1]

Good, the technician should be able to fix that. There is an official charge of £25 but it doesn't always seem to be charged for a genuine accident. 

[Kath_F]

Hi Maxtedmail, 

Thanks for your post and welcome back to the Community. 

We're sorry to hear you've accidentally cut the cable. We can certainly get a visit arranged for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

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

Thanks,

[Kath_F]

Hi Maxtedmail, 

Thanks for coming back to me via private message. 

I can see the next available appointment has already been booked in for you so I have left things as they are. 

Please keep us posted on how the visit goes and if you need anything else - you know where we are. 

Take care,