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Moving the broadband access point and relocating the router

On our wavelength

Please can anyone recommend the easiest way to put a request in to move the access point for the broadband cable. Previously we have had VM TV in the new location so the cable / hole is already in place which should make this a straightfoward task.

Secondly the Suberhub 2 is on its last legs with a lot of TLC needed and time for an upgrade, is this something that can be combined with the same visit?

Are mods able to book in an engineer visit?


Very Insightful Person
Very Insightful Person

Hi @AH_1899 

There would be a £25 non fault call out charge (it used to be £99) to do the work you require.

You should call  150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults

When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc

Ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

Unless the SH2 breaks down you would probably need to recontract to be able to change/update  your hub, although you might be lucky, see below.

Have you tried signing into My Virgin Media to see if you are due a free upgrade.?

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On our wavelength

Thanks for the info @newapollo if I don't hear back through the community I will follow this up with 150 next week.

Hello AH_1899.

Thanks for your first.
I'd like to take a look into this for you and arrange the relocation.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 


On our wavelength

Thanks to @Gareth_L a visit has been booked for later this month to get the equipment moved. 

Great to hear this has all been sorted for you @AH_1899

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 :). 

Here to help 🙂
Virgin Media Forums Agent

Joining in

Hi there,

Jumping on the back of this, could you contact me to arrange a relocation for my access point? Moved into a new house last year and haven't been able to use our TV services since because of the access point location.



Hi there @masseyl1 

No worries! I'd be more than happy to pop you a Private Message so we can arrange an appointment, though please be aware that there is a £25 charge for these appointments.

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

Hi again @masseyl1 

Thank you so much for chatting with me via the PM and we have arranged this appointment now, please do let me know how things are looking after the visit and do pop back to the forums should you need any help in the future.