Plastic cable cover

[CMILL38]

Hi please can some at virgin help?  How do I get the plastic cover replaced in my front garden that covers the cable.  It was alway slightly raised but I've noticed today that it's broken,  looks like something has gone over it and broke it in too and now the cover is in half and doesn't cover the cable any longer and will let water in when its raining.  Its therefore dangerous and needs replacing ASAP.  How do I arrange for this to  be sorted please? 

[Lee_R]

Hi @CMILL38 thanks for posting and welcome to our community.

I would love to help you fix the external box.  I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R 

[Lee_R]

Hi @CMILL38

Thanks for coming back to via private message to confirm your information. 
I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
Just to confirm, 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 
Lets us know how the appointment goes. 
Regards

Lee_R

[CMILL38]

Hi  as this is outside of the property on the front lawn  I'm assuming we do not have to be present at the time of the visit, as its just replacing the plastic cover to the cabling?  Thank you 

Carol 

[Lee_R]

Hi CMILL38, thanks for getting back to me privately.  

This is just a quick note to confirm you're satisfied with the response and efforts of the forum team?  Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Also, please bear in mind that our website offers lots of helpful information and also, you can manage your account from here.

Regards

Lee_R
 

[CMILL38]

Yes I'm very pleased with the response,  you've been so helpful and have made arrangements for the engineer to attend.  Thank you so much for your help.

[Ashleigh_C]

That's great to hear and thank you so much for letting us know @CMILL38

Please do not hesitate to reach out again via the forums should you need help.