I want a telephone extension point removed but can't contact a human on Virgin Media

[PeterJH74]

I have tried using 150 and 0345 etc but can't get through to a human. There is a redundant extension in my kitchen and I want to get it disconnected and removed. Can you help?

[nodrogd]

You can remove extensions yourself, as VM are only responsible for the master socket from the point extensions are installed.

Unscrew the front plate of VMs master socket & disconnect the extension wiring which is attached to it (this is not the line coming into your house, just the wire going to the extensions, so don't worry), then screw the front plate back on again.

The attached video might be helpful (from 3 minutes onward), except that this describes how to wire in an extension rather than take it out. It's so simple, & not really worth paying VM £25 to do it for you. All you need is a screwdriver.

https://www.youtube.com/watch?v=6Tj4qKG5KPs 

[Daniel_Et]

Hi @PeterJH74, thank you for your post.

We're sorry to hear about the problems you've been having getting through to us 😔

Please let us know how you get on with following the advice provided by @nodrogd.

Regards,
Daniel

[PeterJH74]

The problem is that the installation is not as simple as nodgrogd describes. Virgin broke into an existing extension cable to provide a feed to a socket close to my desktop. As you will see from the photo below, it is not simply a matter of unscrewing the unwanted cable. This box is under the doorstep of my backdoor and at 79 the prospect of lying on the drive and working out how to separate the unwanted cable from the feed to a socket I want to keep does not appeal. £25 to solve my problem seems fair to me and I would just like some help in arranging an appointment for Virgin to do the work. Thanks in anticipation.

[Daniel_Et]

Hi @PeterJH74, thank you for your response.

In order to discuss this with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

[Daniel_Et · Accepted solution]

Hi @PeterJH74, thank you for speaking to us via private message.

Please let us know how the engineer visit goes.

Regards,
Daniel

[PeterJH74]

Well it turned out that the problem was more complicated than I realised. Whoever installed the latest extension (and it might have pre-dated Virgin) used the return feed from the kitchen extension to power the new one so just cutting the cable wouldn't work. The Virgin technician was brilliant and my landline is now VOIP and the cable to the kitchen is dead. I'm extremely grateful for the help I received both from Daniel and Virgin's technician.

[Carley_S]

Hi @PeterJH74 

Sounds like a mess, but really great to hear that the engineer was able to get this fully resolved for you and you're set up with VOIP is all up and running. I'll pass on your thanks to my colleagues and be sure that it's feedback to their managers. 

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).