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How do you book an engineer

Joining in
  • What is the easiest way to book a site visit with an engineer to fix a broadband cable issue both inside the house and external to the house

Very Insightful Person
Very Insightful Person

You should call  150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults

When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc

Ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

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Forum Team
Forum Team

Hi BrianHusband, 

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

In order to help with booking an engineer visit, we would need some further information. 

Can you please pop back and let us know what issues you're having? 

If there is an issue with your cable itself being exposed or damaged, can you pop a photograph of this too?

Once we have some more information, we can help further. 

Many thanks, 

Forum Team

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Thanks for the reply.

Please find attached 2 photos.  One photo shows the VM wallbox on the outside wall of the house; this has fallen off the wall and the VM cables/ 3-way junction are now being exposed to the elements, i.e., rain, wind, etc.  The other photo shows the wallbox inside the house has fallen off the wall and the fear is that the cable may become damaged.  In essence, the cabling is in a mess.

 image0 int.jpeg

Cabling outside house.Cabling outside house.


For your reference, my address [MOD EDIT: PERSONAL INFORMATION REMOVED] 


[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]


Hello BrianHusband,

Thanks for the pictures.

Shall we get this booked in for you. 

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. 

To Gareth_L,

Further to our previous correspondence, one of your engineers turned up and fixed the problem inside the house but, as yet, no-one has returned to fix the external cabling fault that couldn't be completed that day.  He said that he would book this in but that was almost a month ago and I have heard nothing since.

Could someone chase this up for me?



Hi BrianHusband, 

Thanks for coming back to us about this, I am sorry you're still having this issue with your services. 

I understand you're still yet to have a prepull of a faulty cable and the previous engineer said they would book this in for you. 

I'll be happy to take a look into this for you, we aren't able to book prepulls but we can contact the team that can look into it. 

Speak to you soon.



Hi BrianHusband

Thanks for joining me on PM and allowing me to book this visit in for you.

Let us know how it goes and pop back if you need further assistance.

Best wishes,

Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill


Sorry I'm a bit confused.  What date will someone be turning up. I can't see the date in any of the latest messages.


Hi Brian, 

Thanks for coming back to us in the Community. 

We're sorry to hear you're unaware of your engineer appointment time. We can certainly check this out for you but in order to do that I will need to confirm some information with you. 

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.


Forum Team

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