Broken external brown box

[heppy88]

Hi my brown box also broken.

Mine in same condition as earlier post.

New box required please.

[AlexW1 · Accepted solution]

hi Heppy

I found that it is necessary to start a new thread and post with a photo of your box.  It may take a few days to get a response from the team who will then arrange for an engineer to come and replace it for you.

Hope things go well.

[heppy88]

Okay Alex, thanks for the heads up 😉

[Gareth_L]

Hello heppy88,

Sorry to hear your omni box is damaged as well.

Do we still need to get this looked at?

I am happy to help.

Gareth_L

[heppy88]

Hi yes desperately need a new box.

kind regards

[heppy88]

[Molly_T]

Hi Heppy88, thank you for getting back to us, and for the additional picture of the brown box issue!

I will send you a PM now to confirm a few account details and get this booked in for you. 
We can then return to this public thread with an update when possible. 

All the best!

[heppy88]

I have posted on the public forum due to this ridiculous customer service system.

This was my response on PM.

Hi Molly.

I will not provide you with any more information re the account.

I have already sent you my name, my wife's name (The account holder), our address, my account number and my telephone password. That is 5 identifiers already! and now you want 3 more including bank information? 

All I needed was a new cable box to the front of our property. What a ridiculous system that a customer receives a response every 24 hours and is required to provide 8 identifiers over a two day period to receive a plastic box protecting your cables!

Disgraceful.

Stephen and Julie Hepburn

[Molly_T]

Hi All, just to update the public part of the thread. 

The information requested was to pass account security so we are able to book the appointment. We have a specific process for this via community (as the interaction is not by telephone), and due to the systems we use to support customers via community. We must follow this process on every interaction via PM with customers on the community. The reason for this is process is that the community is not an instant response service, and sometimes replies can be delayed - depending on staff working hours or availability. Without the security information, we are unable to safely verify you are who you say you are, and that you can pass the security information needed. This is for the protection of the account and the security of the account holder. 

Given the concerns of heppy88, I'm sure they can appreciate how important this is. 

I sincerely apologise for any offence caused, however if you do not wish to proceed with my support via PM on the community you are welcome to give us a call instead where we can offer support in real time, and get this booked in for you ASAP. (Please do be aware you will be required to complete account security via the phone also). 

You can call us on 📞 0345 454 1111 or 150 from a VM landline. Text us 📲 on +44753 305 1809, and WhatsApp us on +447305 327 112 .

If you change your mind and would like to continue with my help, just reply to my PM and I will be happy to pick things back up where we left off. 

All the best.