Forum Discussion

nufclad147's avatar
nufclad147
Joining in
2 months ago

App reports an engineer visited to my home is needed yet service seems fine

Hi as the title suggests when using the test my hub within the My Vigin App last night I experienced firstly the message of  an intermittent signal issue in my area, the app auto factory reset the hub as my personalised network ID and password reverted back to default factory settings. After this the test my hub feature now reports a engineer visit is needed at my home and proceeds to the booking portal.

I'm reluctant to book the appointment as far as I'm m concerned my M125 service seems to be perfectly fine with repeatative speeds tests resulting in my normal 136 down 26 up. I stream alot of TV as have Virgin stream box service and partial to many online multiplayer F1 Gran Prix races and never suffered any issues so at a loss to why this visit is needed and if I should actually book.

Once the app completes its hub test I have explainaion symbols on Broadband and TV clicking the Broadband button states an engineer visit to home is needed click the TV section reports We can’t connect to the TV kit in your home.

Any help to why this visit is been called for would be appreciated.

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

    If everything is fully working, I would say its down to the (known to be flaky) App (I never use it myself).

    Try deleting it and reinstalling and set it up again to see if that sorts it.

    If it doesnt then ditch the App permanently and control everything by connecting to the Hub settings on a browser and setting things from there.

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    29 days ago

    Hey nufclad147, thank you for reaching out and I am sorry to hear that you need an engineer visit.

    We would advise if the app has told you this to book this in however its not compulsory but we would advise to have it, they are free at the end of the day unless the T&C'S wore broken which in your case they do not sound like they have they.

    Most engineers’ visits are free of charge, in the below instances there would be a charge of £25:

    •    The customer is not present for the engineers visit (aka a missed appointment).

    •    The fault is due to customer's own equipment.

    •    The fault is due to damage caused by someone at the customer's premises which we were not aware of.

    •    The fault is due to theft, loss, or removal of equipment.