Damaged brown exterior Virgin box

[mathewmuscat]

Hello, my exterior brown Virgin box has been damaged by the recent storms. How do I arrange a replacement? The wires are exposed and I'm concerned this will impact on my service. Thanks Mat 

[Steven_L]

Hey @mathewmuscat,

Welcome to the community and thanks for taking the time to post your issue on the forums.
I can get this looked into further for you and arrange for a technician visit from here but would need to take a few details via private message to be able to do this.

Please look out for my message and we can get started.

Regards,

Steven_L

[Steven_L]

Thanks for confirming your details via private message @mathewmuscat.

I have arranged for the appointment and you can track your engineer appointments online. Simply sign in to My Virgin Media and you’ll see your appointments on your account dashboard.

Please note this can take up to 24 hours to show.

Regards,

Steven_L

[mathewmuscat]

Thank you. 

[Chakka]

My brown box outside has been damaged and there is a cable loose. Worried about the bad weather arriving affecting the service 

[Paulina_Z]

Hi @Chakka,

Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that you're having the same issue as the original poster and that your external Omni box is damaged.

In order to have this looked into further, I will send you a Private Message. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you.

[Paulina_Z]

Hi @Chakka,
Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your damaged omni box issue – you can check and amend the date and time of your appointment via your online account.

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.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

[Paulina_Z]

Hi @Chakka,

Thank you for coming back to me via Private Message. I'm glad that you're happy with your set appointment time. 

Please keep us updated on how your appointment goes and if you need any further assistance going forward.

Thank you.