on 10-06-2023 12:21
Hi everyone,
I'm hoping someone can help. My external cable cover is damaged. It's been damaged for some time as whenever I try to get hold of virgin media there is never an option for help with this. I cover it with gaffa tape, but as you can imagine, this isn't ideal. The cables are now going rusty and I'm worried about long term damage.
Can anyone advise on who/how to contact?
Many thanks in advance
on 12-06-2023 13:46
Hi @DonBon09,
Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that your external Omni box is damaged! We'll be happy to look into this further for you and see how we can help.
I'll send you a Private Message to confirm a few details. Please keep an eye out for an envelope at the top right corner of your Forum page. I'll be in touch soon.
Thank you! 😊
on 12-06-2023 18:54
Hi @DonBon09,
Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your damaged Omni box issue – you can check and amend the date and time of your appointment via your online account.
There will be no charge for this visit unless:
• The technician diagnoses the faults 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 there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please keep us updated on how your appointment goes and if you need any further assistance.
Thank you.
on 12-06-2023 19:20
Thank you very much for booking an engineer appointment. Unfortunately, I won't be at home on Saturday. I have tried to change the appointment online as outlined in your email, but it's not working. Is it possible to book any of the following days?
Wednesday 14th June
Wednesday 5th July
Saturday 8th July
Wednesday 12th July
Thanks again