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MansfieldZ's avatar
MansfieldZ
Joining in
3 years ago

Move the virgin box

My modem and box need moving within the same room but to the other side of the room. Though I cant seem to get someone to speak to and when I go onto the chat bot it assumes I'm wanting to move house! I've read on this forum it is £25 to get an engineer to come out and do.. is this correct and how do I get through to speak to someone?  

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  • Ayisha_B's avatar
    Ayisha_B
    Icon for Forum Team rankForum Team
    3 years ago

    Hi 👋 MansfieldZ,

    A warm welcome to our Community Forums and thanks for your post. 

    Sorry for any issues you've had trying to speak with someone regarding relocating your equipment. 

    I will be more than happy to book a tech for you to get this arranged and I can confirm there will be a £25 non fault call out charge.

    If you are happy to proceed, then please do respond to my PM and we can take it from there 😊

    Thanks

     

    • 123adam123's avatar
      123adam123
      Joining in
      3 years ago

      I am having the same problem, can you please tell me how to book someone to move my virgin box? 

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        3 years ago

        Hi 123adam123

        Welcome to the community forums. 

        Thanks for getting in touch. Are you requesting to have the modem moved to another area of the home for personal reasons or are you having issues with the service at all?

  • Ayisha_B's avatar
    Ayisha_B
    Icon for Forum Team rankForum Team
    3 years ago

    Thanks for your time via PM MansfieldZ,

    All done for you!

    I've booked a technician to come out and relocate your equipment as requested and the agreed £25 charge will appear on your next monthly bill.

    You can find confirmation of the time and date of the visit via your online account.

    Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

    If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

    Let us know how the visit goes!


     

     

  • copy104's avatar
    copy104
    Joining in
    10 months ago

    Hi team, I'm looking to move the coax cable into another room to facilitate a house extension.  I understand there's a £25 callout fee to do so.  Could you please help me arrange this?

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      10 months ago

      Hi copy104,

      Thank you for your post and welcome to the community. 

      We can certainly help with this. I will private message you now to confirm your details. 

      ^Martin