Internet cable broken

[Anton87]

Hi

I recently changed my hub because of a constant red light on my old hub and my connection playing up. I checked all connections and were ok but since changing the new hub i still have the same problem..

I am getting the message 'Connected but without internet'

I pulled out all wires from behind the cupboard and have found the issue. I have 2 rabbits which got out of their cage and looks like they nibbled through the cable behind the cupboard.

So the old hub was probably working ok, but anyway i need a new cable connecting from my hub to the box on the wall.

How can i get a replacement? Do i need to book an engineer?

Thanks 

 

[Anton87]

Is anybody able to help? 

[jpeg1]

Wait for a VM person to pick this up. They can arrange for a replacement cable to be posted to you. 

[Anton87]

Haha ok thankyou

[jbrennand]

Try this if still waiting...

___________________

Firstly call it in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.
If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.

Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.
You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.
FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.

[Carley_S]

Hi @Anton87 

Welcome back to the Community Forums. 

Sorry to hear of your issues with your cabling. Naughty rabbits. 

If you still need we can look to get this replaced for you. It looks like just one cable (coaxial) which we're able to send, but please let us know if this is any different. If an engineer is required then this would be chargeable with a £25 call-out charge. 

Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down. 

[Carley_S]

Thank you for joining me over private message @Anton87 

Glad we've been able to get this sorted for you today. If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having an issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you. 

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.