Forum Discussion

ailis2's avatar
ailis2
Joining in
13 days ago

How to book engineer visit.

Hi all,

I recently moved into a new flat which I knew had VM previously, so I thought it would be easy for us to get it again. When our hub 3 was delivered last week I realised the wires on the box in our flat had been cut. I spoke to an agent through the chatbot who told me he had booked me an appointment for 8am to 1pm today (thursday 25 sept), but an engineer never came and My VM shows no evidence of the visit even being booked. 

I have spent the past week going in circles between 0345 454 111, 0800 052 1734, the chatbot and the website and each just sends me from one to another. My flatmate and I have both had to pay for extra data due to working from home. 

If anyone has any idea how I can speak to a real person and be able to book an engineer to replace the cut wires ASAP I would be very greatful.

Thank you

Broadband
Help
installation
new customer

4 Replies

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    13 days ago

    Just call the Pre-installation and delivery team again on  0800 052 1734 (open  8:00am to 9:00pm  Mon to Fri, and 8:00am to 6:00pm Sat and Sun)  and tell them you want to book a Tech install for a new account.

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    11 days ago

    Hi ailis2, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've had some issues with getting your installation completed due to some cut cables at your property. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

    I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks, 

  • Herewegoagain21's avatar
    Herewegoagain21
    Joining in
    5 days ago

    I've been trying to book an engineer visit to relocate some cables, I've been going around in circles, called them been on the chat box, no luck. I'm starting to think is it worth being with a company I can't contact, well fed up

    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team
      2 days ago

      Hi Herewegoagain21,

      Sorry to hear you've not been able to arrange an engineer visit yet, so I can get a few more details from you to help, I've popped you over a private message.

      Alex_Rm