Our hub got damaged just before Christmas when a plumber came round and spilt some water on it, and virgin sent us a replacement. However, before the new box got to us, the old box started working again, so we just kept using the old box and sent the new box back. Now the old box has stopped working again, and when i phoned up earlier i was told that an engineer was going to have to come and look at it, on a Thursday morning in a week and a half. I'm confused as to why we can't just have a new box sent over to us again, when having an engineer come round seems so inconvenient for us and for virgin. Could anyone suggest why we need to wait for an engineer to come, and why the policy seems to have changed since a month ago?