Engineer

[rhodrigff]

Hello,

We had a self-install kit delivered but we don’t have the correct socket so I believe we need to book an engineer visit. Does anyone know the best way to organise this at all? TIA

[Tudor · Accepted solution]

Call the pre-installs team on 0800 052 1734 8AM- 9PM Monday - Friday or 8AM-6PM Saturday and Sunday to get a technician's visit.

[rhodrigff]

Hi Tudor,

thank you for the help. I called the number you said to arrange a visit, the gentleman asked me for my Virgin account number, but before I gave it he just asked for my name and bank sort code. He then said the visit is booked, I thought he would have needed some more details about the account or for me to spell out my name as it is fairly difficult to understand over the phone. 

I then got a text from the number I previously got a confirmation text from saying the consultation is booked and there is a £25 if I miss it. The last time I arranged a booking, no one turned up, I had no email nor app confirmation of the appointment either.

Any help would be appreciated thank you again

[Gareth_L]

Hello rhodrigff,

Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue with the installation.
Id like to take a look into this for you, if you still need assistance.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L
 

[ravensharp]

Hi im having the same issue can you help me get an engineer out aswel please 

[Zach_R]

Hi @ravensharp,

Thank you for your post and welcome to our community forums. We're here to help.

I'm so sorry to hear that there appears to be a potential complication with your installation. Do you have any sockets installed at all in the home? If you do, can you please provide a photo of what's there?

Thanks,