Home move - need engineer

[Anne2789]

Hi 

I informed you via the online chat function back on 20/01/24 that I am moving home on 05/02/24. They said we qualify for self installation and will send out a kit on the 05/02/24 for us to self install, however we got the keys yesterday and the house is not set up for virgin, previous owners had BT fibre. I've just phoned to say we will need an engineer but the agent in your call centre said we cant book an engineer until the kit arrives. She didn't seem to understand that the self installation kit will be useless until an engineer has set the right cables up into the property.  Can you help please? 

[Daniel_Et]

Hi @Anne2789 👋 Thank you for your post and welcome to the Virgin Media Community 😀

In order to look into this for 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