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PaulTompson · 03-05-2011, 21:06

I have had working TV, Broadband and Phone for 6 months up until the end of February.

All services stopped working completely one day early of March at around 9:00 to 10:00.

I phoned up to inform Virgin Media about the situation. Apparently a technician was sent down and found out the building was not connected to a “T”. I told them that I am an existing customer so I had to be connected in some way. I was told another technician would be sent to access a situation.

3 days later I phone up again and I am told that the “T” does not exist and is not connected to an access point. Again i state that it is impossible as I used to have a working service.

Another technician was then sent down to access the situation and I was told a repull was scheduled in 2 weeks.

After waiting 2 weeks, right before the day the repull was scheduled I got a phone call stating a repull was impossible as there was no cable connected to the building.

I phoned up again and got through to construction and talked to a “team leader”. He told me that he was waiting for building plans to be sent so they can determine how much road had to be dug out.

I phoned up 3 days later and construction told me more than 10 meters of pavement had to be dug up so they had to get permission from the council.

I phoned up again 3 days later to enquire if permission has been granted by the council. I am told that construction has to give a minimum of 14 days for the council to reply.

I phoned up again 14 days later right after the Easter holidays. I was told I would get a call back to inform me what is being done at the moment. I waited 8 hours but there was no call back.

I phoned up again 8 hours later and I was told by someone in construction that the manager had not decided whether to go through with the construction so nothing was sent to the council for permission at all.

I phoned up again 1 hour later and I was told that construction did not know what was going on and why I had no service and a repull should have been possible since I am an existing customer. The “area field manager” was sent an email about the situation.

2 days later I phone back and I am told that the “area field manager” has granted permission for the project. Someone will be sent to the property to access the situation and they have 3 days to reply.

5 days later on the 3rd of May I am told they around 20 meters of the footpath have to be dug up and permission has to be requested from the council. Apparently the building site next door has removed the cable connecting to my house to the “T”.

NO ONE KNOWS how long the construction will take. I am now told I will not have service for another 2 months. Basically NOTHING has happened since I lost service and it took 2 whole months for construction to find out what was going on. It took construction 2 weeks to notice I was an existing customer that had service despite me emphasizing that every time I phone up. This is the second time I am told that construction is waiting for council permission. Even if road had to be dug up, 2 months is plenty of time to complete the task, let alone get started.

I have had no TV, INTERNET and PHONE service for 2 months now. All the other houses around me have access to cable service from Virgin Media. The newly built houses which destroyed my line also have access to cable service. 10 meters away my neighbour is watching cable TV.

I WOULD LIKE A TEMPORARY SOLUTION, at least the internet. This should be possible as the houses next door and down the street have access to cable service. I DO NOT CARE if a cable is just laid on the ground as long as I get internet service. I am completely cut off from the world.

Any help or advice to get this sorted within 2 weeks would be great. I might as well switch providers but only virgin offers 50mb service.

03-05-2011, 21:06	#1
PaulTompson Inactive Join Date: May 2011 Posts: 5	Cable line cut by construction next door I have had working TV, Broadband and Phone for 6 months up until the end of February. All services stopped working completely one day early of March at around 9:00 to 10:00. I phoned up to inform Virgin Media about the situation. Apparently a technician was sent down and found out the building was not connected to a “T”. I told them that I am an existing customer so I had to be connected in some way. I was told another technician would be sent to access a situation. 3 days later I phone up again and I am told that the “T” does not exist and is not connected to an access point. Again i state that it is impossible as I used to have a working service. Another technician was then sent down to access the situation and I was told a repull was scheduled in 2 weeks. After waiting 2 weeks, right before the day the repull was scheduled I got a phone call stating a repull was impossible as there was no cable connected to the building. I phoned up again and got through to construction and talked to a “team leader”. He told me that he was waiting for building plans to be sent so they can determine how much road had to be dug out. I phoned up 3 days later and construction told me more than 10 meters of pavement had to be dug up so they had to get permission from the council. I phoned up again 3 days later to enquire if permission has been granted by the council. I am told that construction has to give a minimum of 14 days for the council to reply. I phoned up again 14 days later right after the Easter holidays. I was told I would get a call back to inform me what is being done at the moment. I waited 8 hours but there was no call back. I phoned up again 8 hours later and I was told by someone in construction that the manager had not decided whether to go through with the construction so nothing was sent to the council for permission at all. I phoned up again 1 hour later and I was told that construction did not know what was going on and why I had no service and a repull should have been possible since I am an existing customer. The “area field manager” was sent an email about the situation. 2 days later I phone back and I am told that the “area field manager” has granted permission for the project. Someone will be sent to the property to access the situation and they have 3 days to reply. 5 days later on the 3rd of May I am told they around 20 meters of the footpath have to be dug up and permission has to be requested from the council. Apparently the building site next door has removed the cable connecting to my house to the “T”. NO ONE KNOWS how long the construction will take. I am now told I will not have service for another 2 months. Basically NOTHING has happened since I lost service and it took 2 whole months for construction to find out what was going on. It took construction 2 weeks to notice I was an existing customer that had service despite me emphasizing that every time I phone up. This is the second time I am told that construction is waiting for council permission. Even if road had to be dug up, 2 months is plenty of time to complete the task, let alone get started. I have had no TV, INTERNET and PHONE service for 2 months now. All the other houses around me have access to cable service from Virgin Media. The newly built houses which destroyed my line also have access to cable service. 10 meters away my neighbour is watching cable TV. I WOULD LIKE A TEMPORARY SOLUTION, at least the internet. This should be possible as the houses next door and down the street have access to cable service. I DO NOT CARE if a cable is just laid on the ground as long as I get internet service. I am completely cut off from the world. Any help or advice to get this sorted within 2 weeks would be great. I might as well switch providers but only virgin offers 50mb service.