I recently moved house and have changed to Virgin for my broadband. The previous owner had the Virgin router installed upstairs but we need it moved downstairs. Have tried calling Customer Service but can’t get talking to someone. Can someone here please help or advise how I set up an appointment with an engineer?
Thanks in advance,
Firstly call it in as a fault on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.
If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.
Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.
You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0730 532 71120 - but no guarantee)
FINALLY… A VM person will pick this up on here and respond and sort it for you, but it can take a few days for them to get here.
Thanks for taking the time to post on our help forums and for joining the VM community, a warm welcome on board! 🙂
Sorry for the late response and we're eager to assist with your request to move the hub, in general as this is not a faults visit we book this with a fee of £25 for equipment relocation on your next bill.
Glad to see jbrennand above has beaten us to it and offered great advice, we can also see you've since spoken with our team and raised the request now which is great.
Please, do pop us a new message and let us know how things go with your appointment, happy to assist with anything more you may need from us too.
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