Problem Cancelling Appointment

[StevenR]

I reported an issue with broadband and television on Wednesday due to a damaged cable (appeared bitten by foxes) to the house. I was given an appointment today for an engineer to check the equipment in the house and one on Monday 18th November to replace the cable.

The engineer today was able to repair the cable, restoring services, but I appear to be unable to cancel the appointment on Monday - this is apparently not a normal engineer appointment and I am struggling to find the right option on the phone line.

How do I cancel this?

[Carley_S]

Hi @StevenR 

Welcome back to the community forums. 

Sorry to hear you've not been able to cancel the other appointment you have. This might be a special request order which doesn't appear on the online account. 

We can cancel this on our side, but we aren't an instant response support service, so we'll need to go through full account security over private message with you here before this can be actioned. It might be quicker to call to get this cancelled on either 150 from your Virgin Media landline or on 0345 454 1111 from any other service. 

If you'd like for us to cancel this, please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down.