3 weeks ago
I am quite puzzled as I have just realised that my external connection/installation/cables and wall boxes/attachments in my front garden and wall have been changed or updated without my knowledge. I can only assume it happened during September when I was on holidays for a week as I work from home and have a window at the front garden, from where I would see anyone stepping into the garden. My upstairs neighbor is a Vodafone customer and this was not done for him. It seems that the brown plastic box that is attached to the the wall now has 3 more cables running from it and on the second hole on my wall where a brown cap was previously installed with the broadband cable, has been replaced with white silicone and a white cap.
The reason I noticed the changes is that previously the cables were covered by pebbles and now they are uncovered. Also whoever did this work without letting me know moved a very heavy planter that is in front of the second hole in the wall where the broadband is going into my office.
I am so perplexed as to when this happened and why. I called customer services and of course they have no idea.
I guess I just need confirmation that it was actually Virgin doing the work and nothing sinister has happened.
Thanks
3 weeks ago
Has the same happened on adjacent properties ?
3 weeks ago
No, my friend who I share a wall with on the ground floor and has her Virgin installation on exactly the same spot has not had any work done.
2 weeks ago
Hey @anscotland Thanks for reaching out to us on the Virgin Media forums. 👋🏼
I'm so sorry to hear about the new cables being fitted in without any prior warning. 😢
Are you able to send us any images of the new cables / external box so we can verify this on our end?
Let us know and we can assist further going forward. 🙂
Kind regards,
Ilyas.
2 weeks ago
Hi, yes I have taken photos. The cables used to be covered very well under the waterproof membrane and pebbles and have now been uncovered. Also all the planters that were on top of them were moved without our knowledge. Please let us know when and why this was done.
2 weeks ago
Hi @anscotland,
Thank you for proving those. So that we can take a closer look over things, I'm going to send you a private message shortly where we can take a few more details.
Please respond to that when you can and we'll go from there with this.
Thanks,