Booking an engineer

[lewgreaves25]

Good evening all, 

My self installation kit arrived around a week ago and I have tried to set it up every evening and just keep getting the same results, which is a green flashing light. I suspect it’s due to the coax cable on our property being faulty. It’s run through from the basement and is incredibly rusty so I think the best option moving forward is having a virgin media wall socket installed which obviously requires an engineer.

I’ve tried to book an engineer through the phone number provided multiple times but haven’t had any luck/spoken to a human. 

Would it be possible for one of the mods to help me out with booking an engineer to come out and install a socket? 

Thank you.

[Kath_F]

Hi lewgreaves25, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

We're sorry to hear you're having an issue with getting your equipment activated and online. 

We can certainly arrange for an engineer visit to come and get things working for you however I will need to confirm your address with you to ensure we're booking the visit on the right account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[Kath_F]

Hi lewgreaves25, 

Thanks for coming back to via private message to confirm your information so quickly.

I have booked you in for the next available appointment. To view this please sign 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. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[Kath_F]

Hi lewgreaves25, 

Thanks for coming back to me via private message. We only use this when needing to ask or send account sensitive information. Anything else can be done in the public community boards. 

It can sometimes take up to 24 hours for My VM to update with the appointment. If you've still not been able to check it, let me know and I can contact you privately again. 

Thanks,