Virgin Media Community

[Whuxy]

Grey box outside house is damaged, exposed wires etc, how do I get support/engineer to fix this?

[Tudor]

Report street cabinet problems 0330 333 0444 have the details to hand as this is an automated number

[Whuxy]

Don't think I was clear in my description, it's the grey box attached outside my house that provides the cabling into my house. It's grey plastic and has become brittle over time and has cracked and fallen apart exposing the cables.

[Graham_A · Accepted solution]

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@Whuxy wrote:

Don't think I was clear in my description, it's the grey box attached outside my house that provides the cabling into my house. It's grey plastic and has become brittle over time and has cracked and fallen apart exposing the cables.

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You will need to call the customer service number and report a broadband fault.  Ignore the requests to re boot the Hub and wait to be connected to a agent. 

The numbers to ring are 150 free from a VM mobile or landline, or 0345 454 1111 from any other phone (chargeable as standard UK landline phone no.).

You may be better served waiting for the VM Forum Team to reach this post.  I will move this thread to a more appropriate place where the staff team should pick it up.

[Ashleigh_C]

Hi there @Whuxy 

Thank you so much for your first post to our community forums and welcome to the team! It's great to have you here!

I'm so sorry to hear your outside box is damaged! Have you been able to speak to our teams over the phone about this? 

I'd be happy to look into this with you via the forums if not! Do you have a photo of the damaged box at all? 

Thank you. 

[Whuxy]

Hi, I've taped it up to prevent water ingress. It looks the same as this https://images.app.goo.gl/gPWUvM9gta9Qf23ZA but ntlworld and in grey. I haven't been able to get through to helpline. Thanks

[John_GS]

Hi Whuxy

Thanks for coming back to us. That's an omni box which will need a tech visit. I'll send you a PM now to book this in.

Best,

[John_GS]

Hi Whuxy

Thanks for joining me on PM. Just to update the thread, the engineer visit was booked in. This will be viewable within your online account - virg.in/myVM - shortly as the website is undergoing maintenence. You'll be able to cancel, re-schedule the visit if needed.

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 MyVM 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
Kind regards,