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ndw143
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Unresponsive engineer. Broadband Cable replacement

Hi there. An engineer from Virgin came round to help with the router installation. He noticed that a particular cable was very old and likely to affect the broadband service,‘upstream’ as he put it. “Brown RG6 Siamese Coaxial”. He said someone would come round to replace it but no one ever did. 

Please see my chat with the engineer below as a reference. He is now unresponsive which is not helpful at all. 


Can anyone at VM please help? I have low expectations given the customer service so far.

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Laurie_C
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Re: Unresponsive engineer. Broadband Cable replacement

Hi ndw143,

 

Thanks for getting in touch, and a very warm welcome to the Community Forum.

 

I'd be more than happy to look into this for you. I'll just need to confirm a few details with you via Private Message. Please look out for a purple envelope in the top right corner of your screen.

 

Kind regards,

Laurie

Laurie_C
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ndw143
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Re: Engineer does nothing. Broadband Cable replacement

Eventually an engineer visited us and didn’t resolve the issue that the first engineer identified. No cable was replaced. He seemed to be a new employee as well. Our internet continues to break up several times a day. Is there anything that you could do to help us?

I feel as thought this forum is the only way to be heard without an enormous amount of hassle/back and forth

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ndw143
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Re: Engineer does nothing. Broadband Cable replacement

I should also add that despite my heavy clarification of the problem with the cable (identified by the very first engineer - please see original post) - when this new one arrived, he didn’t even know that he had been called about the cable, and said that a specialist engineer would actually need to do the replacement. He gave me the name of his field manager who apparently isn’t so willing to send these specialists out…

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Steven_L
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Message 5 of 11
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Re: Engineer does nothing. Broadband Cable replacement

Thanks for coming back to us @ndw143.

 

Have you heard anything back from the area manager since you last posted?

 

I will also get in touch with the manager to see if there is anything that we can do to get this looked into further and I will be in touch once I have any type of response from them.

 

Regards,

Steven_L

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ndw143
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Re: Engineer does nothing. Broadband Cable replacement

Hi Steven,

unfortunately haven’t heard anything 

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Ayisha_B
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Re: Engineer does nothing. Broadband Cable replacement

Hi @ndw143

 

Sorry to hear that. Steven has contacted the AFM and as soon as he gets a response will follow up with you.

 

Thanks for your patience. 

Ayisha_B
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ndw143
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Re: Engineer does nothing. Broadband Cable replacement

Hi Ayisha, haven’t heard anything since your last message. Wondering where we stand with this? It’s been 2 months since I first raised the issue

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David_Bn
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Message 9 of 11
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Re: Engineer does nothing. Broadband Cable replacement

Thanks for coming back to us @ndw143,

 

I can see that you've been chatting with @Steven_L, who I've given a nudge.

 

I'm sure he will be able to see if there are any updates available for you as soon as he possibly can

 

Kindest regards,

David_Bn

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ndw143
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Re: Engineer does nothing. Broadband Cable replacement

Thanks David,

wondering if you could kindly give another? Very keen to sort this out, hopefully this year

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