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Cancelling an engineer appointment

Tuning in

I have seen this asked a few times and all answers and online help say it can be done via My Virgin Media Account web pages but i dont see how as there is no appointments option as stated in the help pages.

We lost broadband yesterday and after online tests via my mobile (not easy btw) the engineer was booked for Saturday and I have a confirmation email. But it is all now working again so I want to cancel but no obvious way to do it!

So apart from a lengthy wait on hold any way to do this online? (assuming you can find the number to call - again not easy on a mobile)



Very Insightful Person
Very Insightful Person

Hi  @5string 

When yuo log into the My Virgin Media app there should be 3 dots (a hambuger) in the top right corner.

Click on the dots, and on the screen that opens click on Orders & Appointments - you should be able to cancel the visit from there.


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Thanks for the reply but I dont use the app, my question referred to the web account.

In the end I rang from my home phone to cancel it

Hi @5string, if you're able to log into your self-care account, down the middle of the screen you'll see multiple options for the services you may need.

In the left column, on the 4th row down, you'll see "Order and Appointments" - clicking this should then allow you to view the appointments and then cancel or re-arrange if needed.

Kindest regards,


But it doesn’t

I think the web site / self care has been updated since my original message as it was over 6 months ago.

The Orders and Appointments screen is now accessed via the Quick Links section near the bottom of the screen.

However it does appear to be broken as when I go in to it I get an error message -

'We're sorry, an error has occurred while trying to retrieve the order details. Please try again after some time.'  I should have an order/appointment visible in that section that I placed last week.

But it does appear that you also cannot cancel online anyway as it also says-'If you've had second thoughts and want to cancel your order, unfortunately we can't do that online, so please contact us'


Hi @5string,

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

I'm sorry to hear you're having some trouble cancelling a visit online. In some circumstances you may need to contact us to assist with this. Do you still need a visit/order cancelling?


Zach - Forum Team
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