We received our new hub, but the way VIRGIN installed our system in the first place means we cannot connect the new hub successfully, we will need some changes made, can any one tell me how to get in touch with Virgin to discuss this please. I'm quite old so will need help here.Thank you
Hi greedy60. It sounds like you will need an engineer's visit to complete the installation. I would suggest you wait until Monday morning and contact the UK based Retentions Team ... they can deal with much more than retentions. 150 from a VM phone or 0345 454 1111 from any other phone and select the prompts 1 > 4 > 5 to 'Thinking of leaving us'. I'm sure they will be able to book an engineer for you but there may be some delay involved.
what was not said above is if they class it as a non fault call out then the charge is £99 - so emphasise the hub cannot be fitted as things are and the tech visit is needed to resolve that - so classed a a fault and should then be free