Extension cable for TV not received

[Slaterio]

Hi
I endured a painful telephone call but ordered an 10m extension cable two weeks ago. It has still not arrived although told it would be 3-5 days? How do I get this sorted as my TV is the other side of the room!

Any help would be greatly appreciated 

[Ernie_C]

I’m surprised, for a number of reasons, that you were offered a 10m extension cable.

The correct response for the relocation of a co-ax outlet should have been to arrange an engineer call at a cost of £25. If you are a brand new customer, this charge may be waived.

If you wait here, perhaps a few days, Virgin Media will be able to arrange such a visit.

[Roger_Gooner]

For a similar amount of money you can buy a 15m High Speed HDMI cable instead.

[nodrogd]

If it was an offshore call response this does not surprise me in the least.

The maximum cable length that VM supply pre-made is 3 metres. This is because anything longer than this will have an effect on the signal levels at your property. So for anything other than this a tech visit has to be booked. The visiting technician will make up & fit the cables, then open the street cabinet & adjust the levels to compensate for the increased length.

If you are within a few weeks of your install the callout should be free. Otherwise you will be charged £25.

[Tom_W1]

Hi @Slaterio, thanks for your post here in the Community, although I'm sorry to hear of your concerns raised here.

We do offer an alternative to the longer cable, which is a relocation but as mentioned here this is usually chargeable at £25.

I can see however, you've spoken to us recently on this matter and got this on the way to being sorted. 

If you do need any further assistance, please don't hesitate to let us know!
Many thanks

[Slaterio]

Thanks Tom

Yes I have spoken to Virgin and they said that it would be expedited and would arrive Thursday or Friday at the latest. Unfortunately this has, as yet, not arrived. It is most disappointing that although I requested this well over two weeks ago, my TV still needs to be relocated as it should be the other side of the living room. I understand from my initial attempt that this was at no cost. 

[Slaterio]

Sadly I remain slightly disappointed with Virgin. I am a new customer and it is now another day that  the extension cable has not arrived.Given that my service started on 1st October I do not think this is good service?

[nodrogd]

As mentioned above VM do not send out cables longer than 3 metres. Anything else requires a technician visit. Looks like you have been fobbed off by CS staff yet again.

[Natalie_L]

Hi Slaterio, 

Thank you for your reply. 

I am very sorry if you have been advised that a longer cable would be provided, I am afraid this is not the case.

As nodrogd has advised, we do not supply a cable longer than 3 meters as a replacement. 

With this being the case, we would be happy to get you an appointment to arrange for the relocation of your equipment in your living room. 

I will pop you over a private message and if you wish to proceed, please respond with the requested details. This will be available via the purple envelope on the top right of this page. 

Speak soon, 

[Slaterio]

As you will be aware, calls are recorded and if I need to make a request under the Data Protection Act so be it. I have twice spoken to customer services who have advised that as a new customer there would be no charge for an extension cable and this would be sent out. 
Paul Slater [MOD EDIT: PERSONAL INFORMATION REMOVED] 

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