Hi @Maria402022, thanks a lot for your confirmation of details as requested yesterday via PM, I'm just reponding publicly again.
I've booked in the next available technician appointment for you now - you'll get a confirmation text message of your appointment date and time within 24 hours, or alternatively you can check this on your My Virgin Media account too.
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.
In terms of the engineer that visited your neighbour yesterday, as this appears an unrelated fault and is independent to the customer themselves, the engineer could only help you if they had time available in their schedule. They have timeslots for each appointment and they unfortunately may not have been able to spare time to visit your property too, please accept my apologies for this.
Please let me know if we can be of any further help in the future and I'm pleased we can get this on the way to being resolved for you.
Many thanks
Tom_W
