My virgin broadband cable has been damaged by a spade, how do I get it fixed, please?

[alanwads]

My virgin broadband cable has been damaged by a spade, how do I get it fixed, please? If I call the standard Virgin number there is no option for this and selecting the nearest option lands me back on the website to the "help" page.

Regards, Alan

[nodrogd]

Choose the route of “fault with your service”, as the same teams will deal with it. As it is accidental damage & not an equipment fault you may end up paying a callout fee, but this should be no more than £25.

[Kath_F]

Hi alanwads, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear that your cable has been damaged. We can arrange an appointment for you, but as mentioned by nodrogd, there would be a £25 charge. 

I'll 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 alanwads, 

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there is a £25 charge which will be applied to your account after the visit has completed.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.