Virgin Media Community

[iainbyoung]

Hi there,

Had an email saying that I need an engineer visit to switch my home phone over to fibre (I have an old hub with no phone connection). The appointment date that has come through is no good so I need to change this. The website says to use the virgin app to do this, but the appointment only appears on the website (the app says I have no appointments booked!). Does anyone know if there is there any way of doing this online or do I have to sit on the VM phone hold system again?

Thanks,
Iain

[John_GS]

Hi iainbyoung - thanks for posting and welcome to the community.

I'll send you a PM now to assist further 🙂

Kind regards,

[John_GS · Accepted solution]

Hello @iainbyoung
Thanks so much for your private message and confirming your address, I have now rescheduled your 21CV switchover - you can check the date and time via your online account - virg,in/myVM (it'll show later today but go off the PM :). If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment