No Broadband Connection. No idea what the plan to fix it is.

[eoindolan84]

I am completely unable to reach someone by phone where it says there is a know an issue and just kicks me back to main menu.

 Would really appreciate to know what the issue is and when it is scheduled to be fixed

[Kath_F]

Hi eoindolan84, 

Thanks for your post and apologies to hear about the issues you have been having with your connection and then getting information regarding the fault.

Checking our systems, I can see that the fault is still open currently. The details of that are here: 

➡ Fault reference number: F010408115

➡ Estimated fix time: 08 FEB 2023 09:00

➡ Description: Status report  ||  You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

I have made a note of this on your account so the relevant teams are aware you are affected and the account will automatically be assessed for loss of service credits once the fault is closed. You can read more information on this here. 

If there is anything else we can do, let us know. 

Thanks,

[eoindolan84]

Hi Kath,

 thank you for your reply.

 Regarding the fix, The cable currently lays across the driveway and is not protected and expect cars are damaging it. Do you know if the team can bury the cable or leave it in a situation so I can bury it myself?

 Many thanks

 eoin

[John_GS]

Hi eoin,

Thanks for coming back to us. Can you enclose a photo of this cabling? It's probably just a simple rebury but you've mentioned it's across a driveway so may need extra work.

Best wishes,

[eoindolan84]

Hi John,

 thank you for your reply.

 Please find photos attached. The cable originally was just open at the foot path but as you can see I buried a section to avoid the neighbors driving on it.

 Appreciate your help

 Eoin

 

 

[Kath_F]

Hi Eoin, 

Thanks for coming back to us in the Community and thanks for the pictures. ⭐

We can organise a rebury of the cable but due to the tarmac, the engineer will likely need to refer this to a specialist team which could take a few weeks to organise the work. 

Before booking the rebury, I 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 Eoin,

Thanks for coming back to us via private message to confirm your information. I won't have details on what the visit will entail but I would leave things as they are for now. The engineer will go through everything with you at the visit. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. 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 a message to pass data protection and confirm the appointment details.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Lets us know how the appointment goes. 

Take care.