Outside box broken

[Kaleem1]

Hi I have a broken VM grey box outside and I need a replacement please arrange an engineer visit - I understand from other threads this is free of charge to customers 

[Zach_R]

Hi @Kaleem1,

Thank you for your post and welcome to our community forums. We're here to help.

I'm really sorry to hear about this. It sounds like you're referring to the omni box, but for clarity and to make sure we get the right technician and equipment out would you mind providing a photo of the box you're referring to?

Thanks,
 

[newapollo]

Hi @Kaleem1 

You should contact VM Faults. Call  150 from a Virgin landline, 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 resolve the problem.

Or wait a couple of days and a memeber of the Forum Team should pick this up for you.

[Kaleem1]

 Hi Zach here is the problem.

    Thanks

 

[LittleMick73]

Hi that could be fixed very easily push the wires inside and put some strong gaffer tape across the top of the lid. Regards Micky

[Jodi_S · Accepted solution]

Hi Kaleem1,

Thanks for posting the picture of the outside omnibox. We will arrange for an engineer's visit to come and get this replaced. 

So I can get this arranged, I will pop you over a private message to take some details from you. Please click on the purple envelope to accept the chat.

Kind regards Jodi. 

[Jodi_S]

Hi Kaleem1,

Thanks for coming back to via private message to confirm your information.

I have booked you in for the next available appointment. To view this please sign into My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

The technician diagnoses the fault 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed.

Let us know how the appointment goes.

Take care.

Jodi.