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Broken small white cable

Liz20
Joining in

3 weeks ago

We've had builders working in our flat & since they've finished the broadband has stopped working. We think it is the thin white cable that comes out of the wall that is damaged. How do we get it fixed and how much will it cost?

Thank you

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7 REPLIES 7

jbrennand
Very Insightful Person
Very Insightful Person

3 weeks ago

Can you post up a photo of the damaged cable?  What Hub model is it and what are the lights showing/doing?

Then call it in on the faults line  on 150 (VM line)  or 0345 454 1111 others   and they will test your connection - if a fault is detected they will send out a Tech to sort it.  If it does turn out to be damage "you" caused - then there is a standard fix charge of £25


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & TNT sport), x3 V6 boxes (1 wired, 2 on WiFi), Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Liz20
Joining in
In response to jbrennand

3 weeks ago

The router is broadcasting WiFi fine but there is no internet connection available via the WiFi. The thin white cable that comes through the wall from outside then clips into the white box on the wall with a small green connector looks to me as if it is broken so we think that is where the issue lies

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Tudor
Very Insightful Person
Very Insightful Person

3 weeks ago

You have a Hub5x. You need a technician’s visit to rectify. 

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Robert_P
Forum Team
Forum Team
In response to Liz20

3 weeks ago

Hello Liz20

 

Sorry to hear of the broadband issues experienced, we appreciate you taking the time to raise this via the forums and welcome to the community.

 

From checking we can't see you contacting the team in regards to the connection issues, have these improved since your post on Monday? Please let us know if you need assistance with this as we're happy to help.

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Liz20
Joining in
In response to Robert_P

3 weeks ago

Thank you for your reply. I posted in order to find out how much it will cost us to book an engineer to come out to fix the problem as we currently have no broadband.

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Beth_G
Forum Team
Forum Team
In response to Liz20

3 weeks ago

Hi Liz20,

Oh I'm sorry to hear this is affecting your services. I've just had another look and can see you've been able to arrange an engineer visit. 

Let us know how it goes and if you need any further assistance from us here 😊

Beth
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Liz20
Joining in
In response to Beth_G

2 weeks ago

The engineer was very helpful thank you and it is sorted

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