Broken brown box

[jamessmall]

My brown box has been broken leaving wires exposed and open to the public. I have tried calling to fix this but can’t get past the automated response as I only pay for wifi and don’t have a landline number to type in to my knowledge. I would like to get this fixed as my landlord has informed us that any damage this could cause to the property will be our responsibility. Any help would be greatly appreciated

 

 

[Tudor]

Call Customer Services on 0345 454 1111 or wait two or three days for a VM staff member to get to your post.

[Kath_F]

Hi jamessmall, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to see that the omni box has broken resulting in there being exposed cables. We can certainly book an engineer visit to get this sorted for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi jamessmall,

Thanks for coming back to me on this. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged 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 another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault 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. 

Take care.