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Gary2508's avatar
Gary2508
Joining in
2 months ago

Poor technical assistance

We’ve been experiencing tech issues with our tv box for the last 5 days, resulting in having the engineer out to replace the hub and a second engineer out to replace the set top box. Tonight (Wednesday) we’ve called technical again and after 1 hour on the phone, they have finally agreed to send out another engineer as they can’t solve the problem online. However the engineer won’t be available until next Tuesday morning — 6 days later !!!!!. This is unacceptable.

It’s interesting that because of the faults, we’ve served them the 30 days termination notice after the second engineer visit. While virgin will expect us to continue to pay the bill until the end, is it unreasonable to expect them to fix the problem. 
Has anyone else experienced this appalling service.

2 Replies

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    It's not unusual. Just read the forums to see for yourself.

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Gary2508, 

    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 been having issues with your services, resulting in needing a further engineer visit. 

    These visits are offered on a first serve basis and at times, it can mean waiting a longer period of time depending on what the engineer is needed for. 

    You can view your booked visit by signing in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. You'll have the option of amending the visit and if there are any appointments available earlier, due to a cancellation, these will show and allow you to change your appointment. 

    Keep us posted on how the visit goes. If you need any further support, pop back and let us know.

    Many thanks,