Virgin Media Community

[Smith084]

I've just received my new quickstart kit and found that the socket I need to plug it into has been removed by the previous owner.

After trying to use the contact us app and contact us services it seems I still cannot find how to book an engineer and the customer services phone call was less then helpful I am still at a loss.

Thanks for any help 

[Tudor]

Call pre-installs team on 0800 052 1734.

[japitts]

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@Smith084 wrote:

I still cannot find how to book an engineer and the customer services phone call was less then helpful I am still at a loss.

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In what way? How were CS less then helpful?

When you explained your situation, they should have arranged an engineer installation for you - and I'm fairly sure that should be FOC. What did they say/do instead?

[Smith084]

First time round after a explaining what I was after they passed me to billing then virgin mobile and I was on hold for 45 minutes while they tried to figure out what to do.

Today when I tried they were asking me about security questions etc that I don't know because it's a brand new account and I have not had a direct debit bill yet so can't provide the how much was your last bill or direct debit date. And because of that they would not help me? 

[Tom_W1]

Hi @Smith084, thanks for your post although I'm sorry to hear of your concerns raised.

I'm more than happy to take a look at this for you, but I'll need to discuss this with you via PM just to confirm some further details.

Please expect the PM to arrive shortly and respond when you can!

Many thanks

[Smith084]

Hi Tom 

It's sorted now managed to get one booked.

Spoke to the team on Friday and after I explained what was going on engineer was booked right away 

No idea why it was so hard last time but it's all sorted and took about 2 minutes on the phone Friday.

[Paulina_Z]

Hi @Smith084,

Thank you for keeping us updated on this issue! I'm glad that you've been able to have an engineer booked in! 

I do apologise that you had some trouble with our team, it is very odd that they were unable to book a technician for you right away!

Glad that you were able to have your issue resolved! Please get back in touch with us and let us know if you need any further help. 🙂

Thank you!