50M : Cable break - long wait to fix

[General Maximus]

I wouldn't bother because I can guarantee the ming mongs in India will ping the modem, see it is online, mark the connection as working and close the ticket

[tommy92]

I agree its a long wait.
They are service techs, who service the products. We can repair cables if its straight forward. Looking for a break in the cable is a needle in a hay stack. What if its cut in multiple places?
Also, we are issued 41 minutes per service call including travelling time.
To be honest, i agree again its a long wait. But you have to take responsibility for cutting through the cable, as you have already admitted blame. And because your at fault, they can charge you in excess of £150. This is the cost of the new cable, and the man hours.
Its not as straight forward as "just repairing the cable". I do my best in fixing the broken cables, but we are limited on time

[General Maximus]

Originally Posted by tommy92

Also, we are issued 41 minutes per service call including travelling time

what sort of geographical area have you got to cover? I am assuming that you are no more than 6 miles/10 minutes from each call if you have got to include travelling time?

[jb66]

Find the break and should be an easy fix. Thing is it could be a tiny knick that will be hard to find with mud attached to it

[General Maximus]

yeah, if TV continued to work and he has intermittent BB it can't be that bad

[tommy92]

Originally Posted by General Maximus

what sort of geographical area have you got to cover? I am assuming that you are no more than 6 miles/10 minutes from each call if you have got to include travelling time?

All depends where the works routed. Can be 5 mins or can br half hour travelling

[mal99]

After complaining about the long wait Virgin have brought the date forward by a few days. I just think that a) my situation wasn't noted fully by the call handler who just wanted to talk about internet connection....the possible cable damage has cut off our phone, limited TV channels & initially cut off broadband which returned but is now too slow to use. I don't think any of this was recorded as b) the engineer had no knowledge of this situation & despite declaring the connection 'dead', we still have limited access. It's just really poor communication with VM which will probably result in guys turning up to fix out internet connection when it's actually TV, phone & internet that are affected. I just think a better initial investigation could have provided a quick fix for this problem.

[sollp]

Originally Posted by tommy92

I agree its a long wait.
They are service techs, who service the products. We can repair cables if its straight forward. Looking for a break in the cable is a needle in a hay stack. What if its cut in multiple places?
Also, we are issued 41 minutes per service call including travelling time.
To be honest, i agree again its a long wait. But you have to take responsibility for cutting through the cable, as you have already admitted blame. And because your at fault, they can charge you in excess of £150. This is the cost of the new cable, and the man hours.
Its not as straight forward as "just repairing the cable". I do my best in fixing the broken cables, but we are limited on time

This one would have been an easy one surely, he would already known the problem and where. A temporary splice OR temporary fix using spare length of cable would have got the customer with service until replacement.

Telling the customer he should take responsibility when hardly any drop cables are buried at the correct depth is a bit poor as well.

[Kushan]

There are two different departments within Virgin for faults - one deals with broadband, the other deals with TV/Phone. Realistically, the broadband agent was right to not deal with the phone line aspect as he doesn't know anything about it, however he should have also transferred you over to FMC as it's a separate fault (even if it has the same cause).

Phone lines are higher priority as well.