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Brown outdoor box

KSaynor
Joining in

Our brown outdoor box is broken and leaving wired exposed, will Virgin replace this for us?

4 REPLIES 4

Daniel_Et
Forum Team
Forum Team

Hi @KSaynor 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We can certainly arrange to send out an engineer to repair the box. It would come at a cost of £25, however.

Would you be happy to proceed on that basis?

Please pop back to us whenever you're ready.

Regards,
Daniel

Hi Daniel

Yes that would be fine, if you could arrange an engineer to come out please?

Thanks, Kirsty

Hi there @KSaynor 

I'll pop you across a private message now so we can arrange this, just to let you know as this is a fault repair the £25 charge will not be applied. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

Hello again @KSaynor 

Thanks so much for your private message and confirming your address, I have now booked you a visit for the omnibox– you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message 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 there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment