Pre-install cabling query

[gg1710]

Had our pre-install completed on Saturday but have a query/issue. Our date for the VM install is Tuesday 26th November 2024.

The cable was brought from the street under the grass in the garden and then to the front of house under a small tarmac path.

We have a channel drain that runs the full length of the house to allow excess water to drain away (as our drive slopes towards the house). The cable comes up into the channel and then runs the length of the channel to a new brown box installed on the corner of the house. 

My concern is the cabling in the channel drain. Water gathers in the drain and can freeze in winter. I also need to clear the drains a couple of times a year so concerned about damaging the cable.

Will this cause issues with the broadband as it is not buried? I work from home and cannot afford to have any down time once the switch happens.

Many thanks,

[jpeg1 · Accepted solution]

The cable should be buried but the installation contractors will often take an easier route. If you are unhappy with what they have done you could call the pre. installations number 0800 052 1734.

If you have an existing broadband service it is recommended that you don't cancel it until the VM connection is working satisfactorily, as VM installations dates sometimes slip. 

If you rely on this service for work, you should make sure you have a standby broadband service like 4g/5g.  VM residential contracts have no service level agreement. If the service fails for any reason you will be entitled to compensation for each day of lost service after the first two days. 

[Adduxi]

Is there an alternative route for the cable? If this involves using a digger, it may be some time before this is resolved as a 3rd party contractor would be needed. 
Fullly agree with @jpeg1 re backup and keeping the old ISP until resolved. 

[gg1710]

Many thanks for the replies. Will follow up with VM. Cheers

[Zach_R]

Hi @gg1710,

Thank you for your posts and welcome to our community forums. We're here to help.

As has been mentioned in this thread, the engineers should attempt to bury the cable for you. Did you manage to reach out to the pre-installation team since your posts to highlight your concerns to them?

Thanks,