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Mbrannan's avatar
Mbrannan
Joining in
15 days ago

Need help getting an engineer booked online

I recently got a new router for my new house and It isn’t working or giving me an any internet access at all. I’m fairly certain the fault is the fact that I’m not using a virgin internet feed for my router. And have tried calling up the phone help desk and they all told me that it was a different problem and I got lots of different problems . And everyone I try to get through to the phone help line trying to get the appointment booked I A) can’t get through or b) struggling with the phone process. Now I have several accessibility issues including talking abnd memory. So the facts that I don’t have the ability to just book an engineer appointment using the app feels like discrimination . I am two weeks into using the service but am no closer to getting the problem resolved . And am currently thinking of cancelling because I’m being charged for a product I am not receiving .

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

    Has your connection ever worked?  Your VM contract only starts from the moment that your Hub is "activated" onto your account?

    What Hub model is it (on its base sticker) and what are the various lights doing?

    I assume you got a quick start pack - change it to get a Tech install - Call the Pre-installation and delivery team on  0800 052 1734 open  8:00am to 9:00pm  Mon to Fri, and 8:00am to 6:00pm Sat and Sun.  and see if they can help or book you a Tech install.

    Note... You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.  

    FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.

  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    12 days ago

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

    We're sorry to hear about the problems you've been having and that you're thinking of leaving us 😔

    I can see you've spoken to the team since you posted. Has an engineer visit now been booked?

    Please pop back to us at your earliest convenience.

    Thank you for your support jbrennand 👍

    Regards,
    Daniel