Forum Discussion

patdhill2025's avatar
patdhill2025
Joining in
8 months ago

Cancelling engineer visit

My virgin broadband down yesterday after doing the checks on the virgin website it said I needed an engineer visit so I booked one.

Today my service is back up so I went to cancel the visit, I've just used two hours of my time trying to do this online and via whatsapp. Whenever I click "manage your appointment" it runs a check and says my router needs o be factory reset but it is working fine, no option to manage my appointment. Typed by question into the whatsapp chat tool and it doesn't understand and thinks I want to cancel my package.

I'm trying to be good and save an engineer visit but finding it impossible, I really don't want a £25 callout charge. Any help anyone has cancelling a visit would be much apricated.

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    8 months ago

    Hi patdhill2025 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the problem you've been having 😔

    Have you received confirmation that the engineer visit has been cancelled since posting?

    If not, have you tried checking the "Orders & Appointments" section of your My Virgin Media account? You can access that by clicking here.

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

  • Roger123's avatar
    Roger123
    Dialled in
    8 months ago

    To patdhill2025 from Roger123 - patdhill2025 - my Wife and I are elderly (she is 84) and I am suffering from Parkinson’s disease. The way we have been (I can only say ‘cheated’) treated since we joined on the 2nd October, 2023 can only be described as ‘unethical’, ‘un-business-like’ and ‘downright disgusting’! I won’t ‘harp’ on the past ‘horrors’ needless to say that on Wednesday, the 1st May, 2024 at 13.00. precisely, the landline (no 999/111 *emergency ‘calls), no broadband and, ‘just for a change’, no television! All out!. We managed to ‘plead’ (as usual!) on my Wife’s 'tiny Vodafone emergency mobile ‘phone' and were told that a technician could only be called on the next Bank Holiday Monday, the 6th May, 2024. This meant no *emergency landline (particularly) would be available until the Monday! My Sister (we do not know how) managed to get a technician to come out on the Saturday, the 4th May, 2024 and ‘Daniel’ got it ALL working. Unbeknown to us, a SECOND technician, who did not bother to **liaise with ‘Daniel’ or head office, arrived LATE on the Monday and we have now been charged an ***ADDITIONAL £25.00. for this. If necessary I WILL contest the ***additional £25.00. through the Courts! Any comments?

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      8 months ago

      Hi Roger123, thank you for your post.

      We're really sorry to hear about what you're going through and the poor experience you've had.

      In order to look into this for you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,
      Daniel

      • Roger123's avatar
        Roger123
        Dialled in
        8 months ago

        FAO: Daniel_Et Forum Team -  Daniel please, in replying to YOUR post to ‘@Roger123'. Thank you for that post. However, with ALL the ‘problems’ I have experienced with Virgin Media since joining on the 2nd October, 2023, including NOT being able to gain access recently to the ‘community.virginmedia.com’, I am afraid that I do not understand how, using my 'MacBook Air’ (13” screen), I can retrieve a ‘private message’ which hopefully will REFUND the ‘unnecessary’ £25.00. I have been charged due to Virgin Media staff FAILING to liaise amongst themselves on the 6th May, 2024? I await to hear please? Roger123 (Virgin Media Account Number:408898402).