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Cancelling engineer visit

Joining in

My virgin broadband down yesterday after doing the checks on the virgin website it said I needed an engineer visit so I booked one.

Today my service is back up so I went to cancel the visit, I've just used two hours of my time trying to do this online and via whatsapp. Whenever I click "manage your appointment" it runs a check and says my router needs o be factory reset but it is working fine, no option to manage my appointment. Typed by question into the whatsapp chat tool and it doesn't understand and thinks I want to cancel my package.

I'm trying to be good and save an engineer visit but finding it impossible, I really don't want a £25 callout charge. Any help anyone has cancelling a visit would be much apricated.


Forum Team
Forum Team

Hi @patdhill2025 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the problem you've been having 😔

Have you received confirmation that the engineer visit has been cancelled since posting?

If not, have you tried checking the "Orders & Appointments" section of your My Virgin Media account? You can access that by clicking here.

Please pop back to us at your earliest convenience.


Dialled in

To patdhill2025 from Roger123 - patdhill2025 - my Wife and I are elderly (she is 84) and I am suffering from Parkinson’s disease. The way we have been (I can only say ‘cheated’) treated since we joined on the 2nd October, 2023 can only be described as ‘unethical’, ‘un-business-like’ and ‘downright disgusting’! I won’t ‘harp’ on the past ‘horrors’ needless to say that on Wednesday, the 1st May, 2024 at 13.00. precisely, the landline (no 999/111 *emergency ‘calls), no broadband and, ‘just for a change’, no television! All out!. We managed to ‘plead’ (as usual!) on my Wife’s 'tiny Vodafone emergency mobile ‘phone' and were told that a technician could only be called on the next Bank Holiday Monday, the 6th May, 2024. This meant no *emergency landline (particularly) would be available until the Monday! My Sister (we do not know how) managed to get a technician to come out on the Saturday, the 4th May, 2024 and ‘Daniel’ got it ALL working. Unbeknown to us, a SECOND technician, who did not bother to **liaise with ‘Daniel’ or head office, arrived LATE on the Monday and we have now been charged an ***ADDITIONAL £25.00. for this. If necessary I WILL contest the ***additional £25.00. through the Courts! Any comments?

Hi @Roger123, thank you for your post.

We're really sorry to hear about what you're going through and the poor experience you've had.

In order to look into this for you, 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.


FAO: Daniel_Et Forum Team -  Daniel please, in replying to YOUR post to ‘@Roger123'. Thank you for that post. However, with ALL the ‘problems’ I have experienced with Virgin Media since joining on the 2nd October, 2023, including NOT being able to gain access recently to the ‘’, I am afraid that I do not understand how, using my 'MacBook Air’ (13” screen), I can retrieve a ‘private message’ which hopefully will REFUND the ‘unnecessary’ £25.00. I have been charged due to Virgin Media staff FAILING to liaise amongst themselves on the 6th May, 2024? I await to hear please? Roger123 (Virgin Media Account Number:408898402).

Hi @Roger123, thank you for your response.

If you're unable to access the private message on your MacBook Air, are you able to try doing so on a different device?


Replying to Daniel_Et - Daniel, as I have told you, I am elderly and suffering from Parkinson’s disease! Whilst I thank you for replying to me yesterday (03/06/2024, I ONLY have my MacBook Air. Therefore, I do not understand anythIng more. Why is it that Virgin Media are making such a ‘mountain out of a molehill’ when just crediting my Account for £25.00. in over-charging a ‘good customer’ for something that was totally out of my control? Roger123