Forum Discussion

khls15995's avatar
khls15995
On our wavelength
18 days ago

Engineer didn't turn up! :o(

Sorry but I have a complaint...

I had an engineer booked yesterday (Sat 8th) between 4 and 7.  I was out before hand and had a missed call from my neighbour at 2pm.  When I called her back she said there was a VM engineer that turned up... 2 hours early! 

He told her he would return at around 4.  I was annoyed he came early but didn't think anything too much of it as he said he was going to return a bit later. 

4pm came and went and 7pm came and went, no engineer.  I'm really cross with this as he was meant to fix missing TV channels on my newly 'upgraded' V360 box.  I've had to rebook another engineer next Saturday (15th) same time.  I tried to call 150 but couldn't get through to anyone.  What is going on with Virgin Media!!  

I've also had a new router installed, hub 5.  I've had internet teething problems since but I'm now thinking this could be an external problem.  Unbelievable.

complaint
Internet
v360
  • Vikki_M's avatar
    Vikki_M
    Forum Team
    15 days ago

    Hi khls15995,

    Thanks for your post and welcome back to our community. 

    We're very sorry to hear the engineer arrived outside the time slot and didn't return later in the day. 

    We're sorry to hear also that you're having some issues with the broadband. 

    The engineer can help with this also during the visit.

    In the meantime however, please try the below. 

    Disconnect any Ethernet cables from the Hub and then reboot the Hub.
    The Hub can be rebooted by using the button/switch at the back of the Hub or by turning the Hub off from the mains then turning it back on.
    It may take a few minutes for the Hub to re-establish the connection. 

    Please let us know if this has resolved the broadband issues. 

    • khls15995's avatar
      khls15995
      On our wavelength
      9 days ago

      It's all good now and thanks for getting back to me so quickly.  I noticed the wi-fi connection started to stabilise after a couple of days. 

      I've been keeping an eye and it's a lot more settle than it was.  I've even got my TV channels back, the ones that were missing. 

      I did rebook the engineer but then cancelled the booking as there was no need for him to come.

      Many thanks.