Internal Virgin Media Wall Box problem

[Sashamo]

Hi there , we were using talk talk broadband and we were OK with it, but one day someone frome the virgin media team came to us and He told us that virgin media is better than talktalk and he made a speed check and told us that Virgin is faster than it, and he persuaded us to change the company and we agreed, which increased our reassurance that he told us in the event of any problem that we could contact him at any time and gave us his number and His name was Muhammad, but when we face the problem we tried many times to contact him but his phone is not working, 

After that, we called the company, and a one of the team came and changed the router and the thread. I told him that the problem is in the wall because there are too much damp there, the isolator must be changed to an other area, he sent a message to them and told them about the problem and told me that they would contact me as soon as possible, and now a long time has passed and no one has come, If I knew this would happen, we would not have changed our company.

Thank you

[Client62]

Call customer support and book an engineer to repair or move your internal cables.

The damp affecting the VM wall box on the interior sounds like a far greater scale of building problem that needs attention.

[Sashamo]

Thank you for your answer,  do you have the customer support number please 

[newapollo]

Hi @Sashamo 

You should call  150 from a Virgin landlin, 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.

[Kath_F]

Hi Sashamo, 

Thanks for taking the time to post about the issues you've been having. 

We're sorry to hear that you've not heard anything back from the team after your latest visit. This is something we can certainly check for you but in order to do that I will need to confirm some information with you.

I have sent you a direct message to allow us to do this with you in a private space. Just click on the little envelope at the top right-hand side of the page to access your inbox.

Thanks,