Reroute external cables

[Dumdedum21]

Hi, we've seen the previous posts re this subject and are hoping someone from the Virgin team can contact us.

We are currently redesigning our front garden and, as with previous posts, the VM cables running to our bungalow are literally inches below the lawn and garden surface. As the lawn and garden is being removed and hard landscaped we need the cables extending and rerouting.

We understand there is a charge for this which was £25, is this still the case?

[jbrennand]

Subject to the route you want being feasible... yes £25.

[Milambar]

A couple of years ago, when I chopped the cable with a spade not realising that the cable had been laid diagonally across my lawn and only 2 inches below the lawn, VM wanted to charge me for the repair.

I actually successfully argued that if I was able to chop the cable with a spade, then it hadn't been laid properly or deep enough in the first place, and got the repair for free.

Perhaps you could make a similar argument?

[Paul_DN · Accepted solution]

Hi Dumdedum21,

Thank you for reaching out to us in our community and welcome, sorry to hear the cable is in the way of work you are about to have done, as advised by jbrennand the £25 callout should cover the rebury of the cable, we would need to arrange an appointment for the technician to come and arrange this, so I can help I will send you an invite into a private chat, once received please click on the purple envelope to accept.

Regards

Paul.

[Dumdedum21]

Hi Paul, I dont appear to have received a private chat invite?

Can we please process this ASSAP as I need to get the cables repositioned soonest,

Thanks

[Adduxi]

I will add if you want the job done to a specific route, I would advise you to pre lay your own conduit with a pull rope.  You decide the route and depth of this, and the VM technician can pull the cable through with the rope.  Standard stuff.

[Carley_S]

Hi @Dumdedum21 

I can see that the agent had sent the private message on the 6th April asking follow up questions. You should be able to see this at the top of the page in the envelope icon. I can ask the agent to send again to be sure, or you can respond to their private message if received. 

[Dumdedum21]

Hi Carley, I have checked the envelope icon and the only messages in there are a welcome message and ones about badges.

Thanks

[Steven_L]

Thanks for coming back to us Dumdedum21, the message was sent on the 6 but if you haven't got it, I will send another one over to you now.

Kind Regards,

Steven_L

[Steven_L]

Thanks for confirming your details via private message Dumdedum21. 

I have arranged a technician appointment to resolve your current issues, this can be tracked via your online account. Please sign into My Virgin Media and you will see your appointments on your account dashboard. However, this can take up to 24 hours to be updated. You can also check your appointments via the 'My Virgin Media' app.

Kind Regards,

Steven_L