External cable installation

[nicolafrancesca]

 

 

I got my virgin Wi-Fi installed a month ago and have since been trying to get them to fix the way the engineer installed the external cable, and the way it fits down the wall for over a month now (the engineers that came to look at my building prior to the installation told me the wire would be fitted neatly down the pipe - that’s not what was done). The landlord is also concerned about the hole that the engineer drilled into the building wall when the external cable was fitted in from the outside and into my flat - it hasn’t been patched up and there is a concern it will cause damp due to water being able to enter into the wall. Engineers that have come haven’t been able to do anything because they said that due to health and safety concerns they can’t get as high up as the wire goes/ where the wall is. They have told me I need to get a specialised heights team in although I can’t seem to get this message across to customer service advisors when I call them - every time I have managed to book an appointment (twice now through customer service advisors , and twice using the numbers of two engineers that came to look at the issue), they just send engineers who tells me nothing can be done. I have filed a formal complaint and am also putting this here in the hopes that a customer service advisor sees this and is able to do something for me. The hole needs to be properly patched up and sealed and the cable needs to be fitted down the pipe as agreed with the engineers that originally came to look at my property - if I had known that this is what would happen I wouldn’t have got the Wi-Fi installed and and would have sought an alternative provider.
Virgin essentially said they could provide me with Wi-Fi, but then proceeded to damage my property and now say they can’t do anything about it.

[jpeg1]

Are you sure they drilled in from the outside?  That damage looks like the drill came from inside.

VM staff are not allowed to work above the first floor. But if they drilled from the outside then they could have secured the cable property. It's not going to last long anyway with all its weight hanging on a sharp bend. The coaxial cable will be crushed and that will affect the signal. 

[Barstaff]

---

@jpeg1 wrote:

Are you sure they drilled in from the outside?  That damage looks like the drill came from inside.

VM staff are not allowed to work above the first floor. But if they drilled from the outside then they could have secured the cable property. It's not going to last long anyway with all its weight hanging on a sharp bend. The coaxial cable will be crushed and that will affect the signal. 

---

Yes is does look as it the external rendering has been ‘blown out’ from being drilled from the inside - out. But it is possible a particularly not-too experience tech did drill from the outside but allowed the drill to ‘bounce around’ a bit before putting enough pressure on it to go straight through.

And also yes, that’s not a good radius of curvature for a coax cable, I suspect they have broken part of the screen on the upper part of the bend. But it might work perfectly OK, it’ll depend on all sorts of other factors.

[nicolafrancesca]

Thanks both - I did indeed mean that they drilled it from the inside - out and then dropped the cable down outside from inside the flat. 

The Wi-Fi seems to be working pretty well for now - its the damage to the building I’m concerned with more

[legacy1]

specialised heights team the fearless team 😃

[jpeg1]

Well it's good to hear that your broadband is working.  But that leaves the damage to the wall, and the cable that will be gradually chafing on the bend as it moves in the wind.

Let's see what Virginmedia will do to remedy this awful installation. 

[-tony-]

---

@jpeg1 wrote:

Well it's good to hear that your broadband is working.  But that leaves the damage to the wall, and the cable that will be gradually chafing on the bend as it moves in the wind.

Let's see what Virginmedia will do to remedy this awful installation. 

---

nothing would be my best guess 

[jpeg1]

It would help VM to assess the repair work needed if @nicolafrancesca could post a picture showing the whole cable from the entry hole down to the ground.

Then perhaps a VM person could pick this up and pass it to the relevant staff to decide how it's going to be done.

[Daniel_Et]

Hi @nicolafrancesca 👋 Thank you for your posts and welcome to the Virgin Media Community 😀

We're really sorry to hear about the poor experience you've had 😔

I can see you've spoken to the team since your posts. What's the latest information you've been provided in terms of your complaint being dealt with?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[nicolafrancesca]

Hi Daniel,

After speaking to the customer service's team on the phone on Saturday, I was told that someone would email me to arrange an appointment the w/c 30th December (this still has not happened). I have emphasised that whoever comes needs to be able to access the hole which is located on the second floor i.e. the specialised heights team needs to be conducted.