Forum Discussion

Fikem's avatar
Fikem
Joining in
2 years ago

Engineer visit needed

My landline is to be moved to internet based home phone calls on 6/3/2024. My phone sockets are nowhere near the hub. I have tried phoning 150 to be told that there will be a long delay and offering a text based interaction. That merely takes me (again) through a series of internet help pages that lead me back to “call 150”. I do not use whatsapp.The text message offered “more help” if I replied with "CALLBACK". I did that 8 days ago but have heard nothing.

My preference is to move the virgin hub into my study where the existing phone is so I can power it through my existing UPS which will allow me to make and receive calls during a mains power failure.

Could someone from Virgin Media contact me to arrange this please?

  • goslow's avatar
    goslow
    2 years ago

    The VM forum team should be able to arrange this. They normally reply within a few days.

    Worth considering though if moving the hub will have any effect (good or bad) on the wireless signal in your home.

    There have been a few past topics on here where moving the hub for telephone relocation trashed the existing wireless propagation in the home.

    Whether or not you can still make calls in a power cut from the hub powered by UPS might depend on how widespread the power cut is as some of VM's street cabinets require power to work

  • goslow's avatar
    goslow
    Alessandro Volta
    2 years ago

    The VM forum team should be able to arrange this. They normally reply within a few days.

    Worth considering though if moving the hub will have any effect (good or bad) on the wireless signal in your home.

    There have been a few past topics on here where moving the hub for telephone relocation trashed the existing wireless propagation in the home.

    Whether or not you can still make calls in a power cut from the hub powered by UPS might depend on how widespread the power cut is as some of VM's street cabinets require power to work

  • Vikki_M's avatar
    Vikki_M
    Forum Team
    2 years ago

    Hi Fikem

    Thank you for your post and welcome to our community.

    If the phone is not near the hub currently, we can offer engineer visits to install extension cables to resolve this.

    There wouldn't be quota available now for March however.

    Please pop back to us nearer the time, around 4 weeks prior and we can send you a private message here to arrange this visit for you if you would like.

  • Roger123's avatar
    Roger123
    Dialled in
    2 years ago

    Can anyone please tell me how I can get a REFUND of £29.15. for a 'no-show' of Virgin Media's engineer today, Wednesday, the 22nd November, 2023, this visit being CONFIRMED by Virgin Media online? I waited ALL day from 1pm to 6pm WITHOUT EVEN A 'PHONE CALL?

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      2 years ago

      Hi Roger123

      Thank you for your post and welcome back to our community.

      I am sorry to hear that the engineer visit didn't go ahead. 

      Could you send a screen shot of the text confirmation received please?

      Please ensure any personal information is not visible.

      Please pop back to us when you can. 

  • Fikem's avatar
    Fikem
    Joining in
    2 years ago

    Hi Alessandro

    That's useful to know. The access point was chosen by ntl before wifi was in use. It is in one corner of the house and unable to cover the main rooms effectively. Nor does it play nicely with a vpn so I have it in modem mode with a mesh wifi network. I appreciate I'll need to rejig all this when the hub is moved, but it's good to be forewarned. I hadn't thought, and can't do anything about, power loss to the cabinet, but again being forewarned is good.

    • Fikem's avatar
      Fikem
      Joining in
      2 years ago

      Hi Vikki

      Thank you very much for your exceptionally prompt response. I'll contact you again towards the end of January.

      Just to be absolutely sure, the work will be to move the hub rather than to add a dedicated telephone line from the existing hub to the study?

      • Jodi_S's avatar
        Jodi_S
        Forum Team
        2 years ago

        Many thanks for the response Fikem,

        Please come back to us in January when you have made your decision and we'll assist you from there.

        Kind regards Jodi. 

  • Fikem's avatar
    Fikem
    Joining in
    2 years ago

    Hi Jodi

    Sorry to be persistent, and I appreciate you are speed reading. I've already made the decision that I need the hub moved to accommodate the new voip system. The help stuff I read mentioned adding a telephone line from hub to phone and I wanted to be sure that the engineer would be able to move the hub instead.

    • Jodi_S's avatar
      Jodi_S
      Forum Team
      2 years ago

      Apologies for the confusion Fikem,

      I can see Vikki's post further along the thread. We can certainly arrange for your hub to be relocated near to your phone socket, that would not be a problem at all. We would do this free of charge.

      As Vikki has advised, we would not be able to book this in currently as your switch over is not going ahead until March 24. If you're able to pop back here 4 weeks prior to the switch, we will be able to book the engineer for you.

      Kind regards Jodi. 

    • Kath_P's avatar
      Kath_P
      Forum Team
      2 years ago

      No worries at all Fikem. 

      To make things as smooth as possible, you can just update this thread in February and we'll pick this up and get the visit booked in for you. 

      In the meantime - if you have any further issues, you know where we are. 

      Thanks, 

  • Fikem's avatar
    Fikem
    Joining in
    10 months ago

    So here’s an update.

    My landline stopped working at the beginning of December. The fault team were able to fix it temporarily but said it would fail again and the only solution was to migrate to voip. I explained about the need to move the hub and a visit was arranged for 21 Dec. On 15 Dec I received a text telling me the switchover had been paused. Then one on 18 December asking me to confirm the engineer visit on 21 Dec which I did, but the engineer did not turn up.

    On or before 1 March the landline failed again and on the Saturday or Sunday I had a less successful conversation with your call centre. The (I guess) non-UK agent seemed unable to understand the my line had not been migrated and then, without telling me what she was doing, performed the migration. I explained (yet again) about the need to move the hub and, after resolving in my favour a dispute whether it was chargeable or not, she booked an engineer for the following Monday. The engineer—who was lovely and very helpful—arrived but said he had not expected to move the hub. He tried to rearrange his other work but couldn’t. We agreed the route for the new cable from the termination block to the new position and he partially installed a cable to save time for another engineer to complete the job in a few days.

    More than two weeks later I have heard nothing. Today I have installed and checked the “My Virgin” app and it says “you have no appointments or orders”. It is extremely frustrating.

    I need an engineer to move the hub so that it is situated in my home office where the UPS is. That involves finishing routing the cable, including drilling a hole into the office, and moving the hub.

    Can you help please?

    • Carley_S's avatar
      Carley_S
      Forum Team
      10 months ago

      Hi Fikem 

      Welcome back to the community forums. 
      Sorry to hear that you've not been able to get the hub relocated yet. 
      We can get this booked for you at our side. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 
       

  • Carley_S's avatar
    Carley_S
    Forum Team
    10 months ago

    Thank you for joining me on private message Fikem 

    Glad we were able to get this arranged for you today. 

     

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

  • Fikem's avatar
    Fikem
    Joining in
    10 months ago

    Just to thank you very much for your intervention and to report that a very helpful engineer (as in my experience they aleways are) came yesterday as arranged and has moved my hub as requested. So, a good outcome but such a shame Virgin's web help (not this forum) and call centre are so inadequate.

    • Akua_A's avatar
      Akua_A
      Forum Team
      10 months ago

      Glad to hear this was resolved with our team Fikem We will however take your feedback on board and pass it on to the relevant team. Please do not hesitate to contact us if you need any further help and we will do our best to assist.

      Thanks,