on 10-02-2023 19:21
I was told to call Virgin to arrange the switchover. I called on Wednesday and was told an engineer would visit today and that they will also bring a new hub because my old hub is incompatible. I took the day off and waiting in. No one turned up. I called them back this evening and was told that I don’t need an engineer, it’s all done remotely. Now I’m confused. Can anyone advise?
10-02-2023 19:27 - edited 10-02-2023 19:30
@DuploDog wrote:I was told to call Virgin to arrange the switchover. I called on Wednesday and was told an engineer would visit today and that they will also bring a new hub because my old hub is incompatible. I took the day off and waiting in. No one turned up. I called them back this evening and was told that I don’t need an engineer, it’s all done remotely. Now I’m confused. Can anyone advise?
If you have a Hub 3, 4 or 5 these have two telephone sockets (TEL1, TEL2) on the back. Earlier Superhubs 1, 2 and 2ac do not have these. Example image with the VM phone adapter connected below
You should be entitled to £26.24 for the failed tech visit if VM did not give you 24 hours notice of the cancellation.
on 10-02-2023 19:39
Thank you. That’s helpful. I definitely don’t have the right hub so I guess I’ll have to try and call again tomorrow and see if I can sort this out. Surely it shouldn’t feel this hard!
on 10-02-2023 19:55
Hi DuploDog,
Welcome to the Community and thank you for posting
I am sorry to hear your Hub is not compatible for the switchover, we will be happy to help.
I will need to take a look at your account from our side so I am going to pop you over a private message. This will be available via the purple envelope on the top right of this page.
Speak soon,
on 10-02-2023 20:26
Although I can’t help but notice the failure to mention the fact that the OP has had a missed appointment and hence is entitled to some £26 or so compensation as per the OFCOM regulation - although I’m sure that this was mentioned in the personal message - wasn’t it?
on 10-02-2023 20:41
No!
on 10-02-2023 22:20
@DuploDog wrote:No!
Oh no, can’t think why that might be!
on 11-02-2023 09:18
So, I've just had the same email about fibre phone service switchover, and told that I'd lose my service on 18th February. I've got an old superhub so need the engineer's appointment.
I phoned Virgin Media, and after 40 minutes on the phone, I've been told they've booked an appointment for me on the 28th March. But I can't see it on the My Orders and Appointments in the Virgin Media app - should I see it there? Just don't want to be in the same situation as @DuploDog.
on 16-02-2023 14:13
Hi DuploDog,
Thank you for joining me on private message.
I am very happy we have been able to assist in getting this matter resolved.
Please do reach out if we can assist further in the future.
Thanks,