Forum Discussion

taylorr4's avatar
taylorr4
Joining in
2 months ago

Moving broadband cable entry point

I need to relocate my virgin broadband cable entry point. It currently enters the first floor, but I need it moved to the ground floor.

Has anyone found a phone number or a way to book an appointment for this work? There are many posts about this on this community, but every post results in Virgin directly messaging the poster to set up an appointment. There is no information on how to book this appointment without Virgin contacting you after posting here.

Thanks in advance.

  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 months ago

    Report as a fault on phone.

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    2 months ago

    Hi taylorr4 👋

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

    We can most certainly arrange for an engineer visit to come out and relocate your equipment but there is a non fault call out charge of £25 for this type of work.

    If you are happy to proceed, please respond to my PM 📩 and we can take it from there.

    Thank you 

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    2 months ago

    Thanks for your time via PM taylorr4

    I've booked an engineer visit for you as discussed. You can find confirmation of the visit via your 👉 online account.
    Let me know if there are any problems with the date or time and I can look to reschedule this for you. 
    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.

    The call out fee will be applied to your next bill.
    Let us know how the visit goes! 😃