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Book an Engineer

Hi,

I need to book an engineer visit and I can't get through on the phone because all your call centers are closed due to Coronavirus (!).

I have just moved property and set-up using the "easy transfer" and now I have an intermittant Internet connect and the TV shows a message saying that there is a problem.

How do I get this resolved? I have tried restarting the box many times - it clearly needs an engineer visit.

Matt.

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Message 2 of 18
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Re: Book an Engineer

Hi Matt,

Sounds bloody annoying. That message about the call centres being closed just plays when the lines are full. But don't get your hopes up. You're unlikely to be able to get through to Virgin. A quick search on here and Twitter shows hundreds of people holding for in excess of several hours and still not being able to speak to a human.

Ignore the people on here with high post counts who will jump in and tell you to use the text service (you won't get a reply on that either) or to call the helpline at *exactly* 8am or that "you don't just get an engineer because you want one". It's complete nonsense.

Your options are probably:

1. Hold on the phoneline if you have the patience but be prepared it will take several days
2. Cancel your contract if you're still in the cooling off period and find a more reliable provider

If I were you I'd have a quick search on Twitter and these forums. It should be very clear which of those options is better.
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Tilt is the Peoples Champion - MikeRobbo
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Message 3 of 18
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Re: Book an Engineer

The lines are open and you can use the SMS service.

Ignore that person that's created an account yesterday just to slate the communications process.

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Message 4 of 18
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Re: Book an Engineer

Hey Gary - thanks for the reply. How do I use the SMS service? M.

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Re: Book an Engineer


@mattrogers wrote:

Hey Gary - thanks for the reply. How do I use the SMS service? M.


Why not try our Text Messaging Service?

It's a great way to get help with your services.

Just send your query to 07533051809 and we'll text you back.

We're open 8am - 8pm Monday to Friday, 8am - 5pm weekends.


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Message 6 of 18
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Re: Book an Engineer

Thanks champ
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Re: Book an Engineer

Good luck Matt. Come back to use in a few days to see who was right!

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Re: Book an Engineer

Ultimately, cancelling doesn't help me solve my problem. I have no option but to wait.
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Message 9 of 18
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Re: Book an Engineer

You're absolutely right if you're under contract. All I'd add is that it may be worth raising a complaint though just so it's logged. They have set timelimits that require them to fix a problem and respond to a complaint.
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Message 10 of 18
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Re: Book an Engineer

No - there are no SLA's for faults and repairs on residential services.


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