Hi, I'm been trying to get through to customer services to arrange an engineer visit for a week or so without success. We have about 20 TV channels with a weak or no signal (code W02). I've done all the checks. It looks like the cable which is exposed on the pavement has been damaged. It wasn't installed properly. How can I book an engineer?
Thanks for the post Malc_s and welcome to our community.
We can see there's currently an area fault in progress which may be affecting your services, I'll include the details on this below.
Estimated repair date: 28 SEP 2020 15:00
You may be able to view more information on this on the service status page, although sometimes if it's only affecting a small area it will not show here. If this is the case you can quote the reference above to any agent for an update following the estimated repair date.
Let's try explaining this another way. @Emily_G has mentioned there is an area fault already known about which could be impacting on your services. Let's assume that an engineer was tasked to your property but is unable to diagnose what's affecting you specifically because of the other ongoing fault.
In other words - is the poor signal (for arguments sake) caused by an issue on your cabling, or is it caused by the area fault? And if a fix is attempted, but makes no difference, is that because the fix has failed? Or because there's then another problem? I'm over-simplifying this a little, but hopefully it explains the logic behind the process.
It's easy to say "make it a chargeable visit", but how do you define liability until you can identify the cause?
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