Forum Discussion

Saanables's avatar
Saanables
Joining in
12 months ago

Broken omnibox

 

Hello all.

Does anyone have any recommendations on how to neaten this up? We have been in contact with Virgin who did the original install in September last year. The first team from Avonline made a real pigs ear of it (smashed a hole in our doorstep) and although they repaired the doorstep, they haven't replaced the grey omnibox they smashed away at to complete the install. Virgin have sent an engineer out 4-5 times but each time they get here, the engineer says "we don't carry that part" or "our department doesn't deal with that but we will get someone will call you". They then take a couple of photos and we don't hear back from them unless we call them. We seem to be going around in circles but hope some of you guys may have had a similar problem and/or can suggest a straightforward solution. In case my photos can't be seen or they're pixelated, it's basically a broken omnibox we would like replaced and neatened up.

Thanks in advance 🙂

installation
omnibox
  • Tudor's avatar
    Tudor
    Very Insightful Person
    12 months ago

    It does not look to me that the grey box is a VM one, either Openreach or another provider. If that’s the case then VM are not allowed to repair it, it must be done by the originator although they charge VM for replacing. No provider is allowed to replace another’s equipment.

  • Beth_G's avatar
    Beth_G
    Forum Team
    12 months ago

    Hi Saanables

    Thanks for your post, welcome to the Community Forums.

    I have to agree with Tudor on this one - it doesn't look like that grey box is one of ours. What's on the otherwise of the wall to the box inside the home?

    But yes if the box isn't ours, the associated provider would be the one to repair the box and if the damage has been caused by us, we would be billed for it. 

    • Saanables's avatar
      Saanables
      Joining in
      12 months ago

      Hi Beth. Thank you for your reply. What is the process going forward? Do we need to contact Openreach for this box or would Virgin need to liaise with them? Many thanks 

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    12 months ago

    The box has the old BT logo on it, so it is Openreach property & nothing to do with Virgin. Virgin owns the brown box.