Cancel Engineer Appointment

[lordspace]

My internet connection went down yesterday and I received the following text message:

"Our technician is due on Wed 17 Apr between 12PM & 4PM. Someone 18 or over must be in or you'll be charged £25. To cancel or reschedule, go to virginmedia.com/engineerappt"

After about 5 hours it started working again and so I then tried to cancel the appointment. However, the link provided in the text just tests the system again and leaves no option to cancel the appointment. Maybe Virgin cancelled this having fixed the problem but have not let me know. I've tried this on computer (using more than one browser) and mobile (using the app).

I am afraid your communication is very poor and reading other queries on the community it seems that lots of other people have the same problem. 

[jamiejalleh]

The exact same thing happened to me, only advice I've had so far is to ring up, which I did, which ended up with them sending me a text with a link, which just sent me back to the page where it tests the system again. Useless. Would be interested to know if your engineer does show up or if they have actually been cancelled, mine's due tomorrow.

[Daniel_Et]

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

We're sorry to hear about the poor experience you've had and that you feel this way 😔

Did the appointment actually go ahead between the time of your post and 4pm? If not, have you received any contact about the matter since?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[lordspace]

No-one came so I can only assume that someone at Virgin Media cancelled the appointment as they had decided that my broadband was working again. There has been no communication with me about this at all. I wasted an afternoon staying in in case someone did turn up and I would be charged £25 if not at home. 

I’ve only been with Virgin Media since January this year and this first contact with support has not impressed me at all.

[Matthew_ML]

I am sorry to hear this, do we have the correct details for you on file?

Has the internet improved at all or is it just the same?

We understand and are sorry for any trouble caused.

[tony7bear]

I've been trying to cancel a technician visit that has been appointed for tomorrow afternoon even though I told the support agent that one wasn't required. I've followed the link in the text that I received but it seems that all it does is send me round a loop where it wants to reset my hub, never once giving me the option to cancel the visit. If Virgin want us to use this option rather than tying up an agent on the phone why don't they ensure that it actually works?

Is there a way around this or do I have to endure another call to the support desk?

[Robert_P]

Hello tony7bear

Thanks for posting in regards to the recently arranged visit and the problems cancelling it, we appreciate you taking the time to raise your query via the forums.

Appointments can be cancelled via either your online account or the MyVM app, if they don't show here then the cancellation may have been successful. If you  would like us to look and confirm this let us know and we can send you a Private Message to get some details and check.

Rob

[tony7bear]

Hi Rob,

In the app under the orders and appointments section it says I have no orders or appointments so I assume this means that the visit was automatically cancelled.

Tony

[Paul_DN]

Hi Tony,

Thank you for reaching back out, if nothing is showing then it sounds like this has already been cancelled, you can try calling either 150 from a Virgin Landline or 0345 454 1111, when calling the system will pick up if a technician is still arranged.

Regards

Paul.