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Installation issues
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Old 08-01-2023, 18:30   #1
NLS106
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Question Installation issues

Hi, thank you to anyone who reads this message. Wondering if anyone can help please with some installation issues were having.

We live in YO30 (York)

The external part of our fibre optic cable was installed mid December.

On Sat 31st of Dec an engineer came to do the internal installation. He said at that time on testing the cable, that it was damaged. He said that he could go ahead and do his side of things but that it made more sense to wait until the external cable was repaired. He said that wed be contacted to book in both parts at another date as soon as poss.

Weve been given Sat the 14th as our new date. Talking to customer services today reveals that this is simply for another internal installation and that there is no record of the external cable being damaged so consequently nobody is coming to repair the external cable. We dont seem to be able to contact anyone who can book this in or do anything to sort the problem.

Weve been without internet for a few weeks now as we didnt anticipate problems. We were also assured wed be sent a dongle but found out today that we didnt actually qualify and this was cancelled - but no one informed us of this, we just found out by calling up and asking when the dongle never arrived.

Could anyone suggest what to do? Im worried that we wont have internet for a long time to come. Thank you
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Old 08-01-2023, 19:46   #2
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Re: Installation issues

Hi NLS106, welcome to the forum.

I'm sorry that I can't help, the forum is a tad quiet tonight but I am sure that someone who can suggest a way forward for you will be along soon.
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Old 08-01-2023, 19:57   #3
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Re: Installation issues

Thanks very much joglynne. I’ll wait and see
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Old 08-01-2023, 20:31   #4
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Re: Installation issues

Tbh you'd be better contacting VMs official support forum
https://community.virginmedia.com/t5...unityHubForums
They might be able to look into it a bit more than the CS offshore phone drones.
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Old 08-01-2023, 21:41   #5
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Re: Installation issues

Quote:
Originally Posted by Mr K View Post
Tbh you'd be better contacting VMs official support forum
https://community.virginmedia.com/t5...unityHubForums
They might be able to look into it a bit more than the CS offshore phone drones.
I'll second that, the offshore helpline is rather a waste of time. The VM community forum will generally get back to you within 24 hours or so and have helped me out on a few occcasions.
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Old 08-01-2023, 21:47   #6
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Re: Installation issues

Thanks Mr K, will give that a go

---------- Post added at 21:47 ---------- Previous post was at 21:46 ----------

And daveeb, thanks for your advice
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Old 08-01-2023, 22:40   #7
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Re: Installation issues

Quote:
Originally Posted by daveeb View Post
I'll second that, the offshore helpline is rather a waste of time. The VM community forum will generally get back to you within 24 hours or so and have helped me out on a few occcasions.
I was going to say they would have to wait 7 days for a reply, maybe it's quicker now but when they do reply they're often very helpful atleast when it comes to checking your line and booking an engineer in my experience.
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