Virgin Media Community

[williamcrosby]

so virgin was working in the box yesterday outside house, now phone line off, tried calling but no joy a waste of time. How can I do such a simple thing as book an engineer? what are we paying for ours is off more than its on lately thanks

[Martin_N]

Hi williamcrosby,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue with your phone line. 

Can you confirm if you have tried an alternative handset on the line?

Is your hub connected through the hub or through a phone socket in the wall?

^Martin

[Captaindoug19]

I had a known problem yesterday. I knew I needed an engineer but the automatic system kept sending me around in circles. To get through to an actual person you have to phone the 0345 number and pretend you have another issue like thinking of leaving. Once through the answer was very quick and an engineer arranged (but five days away). I agree with what you said "what exactly are we paying for?"

[Martin_N]

Hi Captaindoug19,

Thank you for your post and welcome to the community. 

We do appreciate your frustration with the delay in the appointment. 

All of our appointments are based on availability times. 

^Martin 

[Captaindoug19]

The frustration was more that I couldn't work out how to get an engineer. If l follow the on line instructions l keep getting sent back to the beginning.

How about an option "speak to someone about ordering an engineer?"

I know that's the only way to resolve my issue.

[Martin_N]

There should be an option when going through the website diagnostics to order an engineer. I'm sorry if that didn't show. 

Speaking with the team can also help to have an engineer visit arranged. 

^Martin