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Sunshine1955
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Urgent Cable cut through by accident

We are having a new drive laid and the builders have cut through the virgin line, which was literally just under the surface of our existing drive.

My husband has spoken to virgin and the earliest this can be fix is Wednesday evening. I have tried to get through to virgin myself to see if there is no way we can get an earlier appointment ( I work from home and so am not going to be able to work for 2 days) but I can’t get through to speak to anybody as we already have an appointment booked.

Can anyone at Virgin tell if it is possible for us to get an appointment sooner? It’s costing £100 as it is, plus 2 days of work missed. 

Also Virgin can you tell me why we are be charged £100 to fix the cable as others on this forum don’t seem to have been and if it was buried deeper this wouldn’t have been a problem. 

Thanks 

 

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spgray
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Re: Urgent Cable cut through by accident

wednesday will have been the earliest avaiable slot, and to be honest that's quite a quick response.
you won't be charged £99 for a cut cable - the person who told you that is mistaken.


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My Broadband Ping - spgray

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nodrogd
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Re: Urgent Cable cut through by accident

Cables across customers property are only usually a few inches deep so care needs to be taken if you are doing any work in the area. VM have obviously decided the damage was avoidable, & are charging you the standard fee for damage to their network. I would dispute it if they try charging you.

What will be needed is a cable repull from the street cabinet. This is a specialist team job so will have a delay on it. It would also be a good idea to get the builders doing your drive to install decent trunking underneath the drive so that if future work is needed there are no issues.

Virgin BB TV Landline. Freeview/Freesat HD, Virgin Mobile, Tesco Mobile. Cable customer since 1993

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Melissa_F
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Re: Urgent Cable cut through by accident

Hi Sunshine1955,

 

Thanks for posting. 

I'm sorry your cable has been cut, I can appreciate you need this sorting out as soon as possible so you can have the services working again.

 

Your appointment slot is the next available on that we had, apologies it can't be any sooner.

 

Please let us know how you get on with it.

 

Thanks

 

Melissa

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