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romenren's avatar
romenren
Joining in
8 months ago

Problem with cable to house, how to get VM to actually fix it?

It's been about a week of no service now, a VM engineer came out pretty quick and determined a new cable needs pulled outside.

3 days in a row an appointment was booked, and no one showed up. VM claim there's nothing they can do, and they booked the "next available slot", which is August 20Th (?!?!), which leaves me with no service for at least 3 weeks.

I spoke to their complaints dept and they've given me 40 "to by my own 4g router", which is beyond pathetic.

How can I get them to take this seriously and actually fix this? Surely thus length of time just leave them in breech of contractual agreements?

2 Replies

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  • Tudor's avatar
    Tudor
    Very Insightful Person
    8 months ago
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    There is no contractual time to fix faults, you have a residential broadband contract with no SLA. Cable repulls are done by third party contractors and there is often a delay.

  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    8 months ago
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    Hi romenren 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the poor experience you've had and that you feel this way 😔

    In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

    Regards,
    Daniel

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It's been about a week of no service now, a VM engineer came out pretty quick and determined a new cable needs pulled outside.

3 days in a row an appointment was booked, and no one showed up. VM claim there's nothing they can do, and they booked the \"next available slot\", which is August 20Th (?!?!), which leaves me with no service for at least 3 weeks.

I spoke to their complaints dept and they've given me 40 \"to by my own 4g router\", which is beyond pathetic.

How can I get them to take this seriously and actually fix this? Surely thus length of time just leave them in breech of contractual agreements?

","body@stringLength":"634","rawBody":"

It's been about a week of no service now, a VM engineer came out pretty quick and determined a new cable needs pulled outside.

3 days in a row an appointment was booked, and no one showed up. VM claim there's nothing they can do, and they booked the \"next available slot\", which is August 20Th (?!?!), which leaves me with no service for at least 3 weeks.

I spoke to their complaints dept and they've given me 40 \"to by my own 4g router\", which is beyond pathetic.

How can I get them to take this seriously and actually fix this? Surely thus length of time just leave them in breech of contractual agreements?

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Problem with cable to house, how to get VM to actually fix it?","moderationData":{"__ref":"ModerationData:moderation_data:5552495"},"body":"

There is no contractual time to fix faults, you have a residential broadband contract with no SLA. Cable repulls are done by third party contractors and there is often a delay.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"178","kudosSumWeight":1,"repliesCount":0,"postTime":"2024-08-08T14:27:32.926+01:00","lastPublishTime":"2024-08-08T14:27:32.926+01:00","metrics":{"__typename":"MessageMetrics","views":460},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Setup/message:5552447/message:5552495","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"readOnly":false,"editFrozen":false,"body@stringLength":"183","rawBody":"

There is no contractual time to fix faults, you have a residential broadband contract with no SLA. Cable repulls are done by third party contractors and there is often a delay.

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Hi romenren 👋 Thank you for your post and welcome to the Virgin Media Community 😀

\n We're sorry to hear about the poor experience you've had and that you feel this way 😔

\n In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

\n If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select \"messages\" from the additional menu options.

\n Regards,
\n Daniel

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2024-08-12T12:48:18.793+01:00","lastPublishTime":"2024-08-12T12:48:18.793+01:00","metrics":{"__typename":"MessageMetrics","views":376},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Setup/message:5552447/message:5553795","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"readOnly":false,"editFrozen":false,"body@stringLength":"1089","rawBody":"

Hi 👋 Thank you for your post and welcome to the Virgin Media Community 😀

\n We're sorry to hear about the poor experience you've had and that you feel this way 😔

\n In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

\n If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select \"messages\" from the additional menu options.

\n Regards,
\n Daniel

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