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How do I book an engineer?

Hi, broadband hasn’t been working ever since our router arrived on Saturday. I’ve performed all the checks multiple times to no avail, can’t get in touch with support to book an engineer appointment. I’m 90% sure an engineer is required as this is probably an issue with the Virgin cabling around the building rather than the actual router. How can this be arranged? Thanks. 

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Trouble shooter
Message 2 of 4
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Re: How do I book an engineer?

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to (or - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

Hub 3 - Modem Mode - TP-Link Archer C7

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Very Insightful Person
Very Insightful Person
Message 3 of 4
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Re: How do I book an engineer?

Hi WhySoGarbageTho,

I'm sorry you are having issues. It's possibly doing that because the box hasn't been activated yet.

Most equipment should activate automatically but sometimes you need to call in to complete that process.

You need to call 0800 953 9500 to activate the box. You will need the box serial number, and your account number and area code.


The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Forum Team
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Message 4 of 4
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Re: How do I book an engineer?

Sorry to hear that you have been having broadband issues, WhySoGarbageTho


Our records show that you have been in touch since your post. Here are some additional helpful tools:

You can review and reschedule your appointment here:

You can test your equipment and book appointments through our online diagnostics here:

Let us know if you need any further help,



Corey C


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