Last week, I received the self install router package for the M350 broadband package.
Foolishly, I just realised I cannot find any Virgin Media wall socket inside the property to insert the isolator cable (or any non-Virgin branded one too).
According to the postcode checker, my postcode definitely supports the M350 package, though I don't think a wall socket has ever been installed inside the property (we asked the landlord and they do not recall ever seeing a socket).
Obviously my next step was to contact Virgin Media support to arrange an appointment for an engineer to install a wall socket (if possible).
Understandably, I recognise Virgin customer support is at less capacity and are likely experiencing higher contacts due to the virus, but I cannot contact them via phone at all to arrange an engineer. I've tried the main support line (03454541111), though I am automatically disconnected about 30 minutes into the call whilst waiting for a service rep. I've also tried the direct support line (08000527588) which was provided in my sign-up email - I've been waiting 2+ hours on this line and still no contact.
I can accept that it might not be possible to have the wall socket installed at this time due to the virus, but is there any alternate way to contact Virgin (other than phone) to inform them of the issue? Mainly due to the fact we are still paying for the contract that we can't use.
Self install only goes ahead if the property has had vm services previously.
If you have your account number and the last digit is 2 or above it's how many times the service has been installed at the property. So the cable is at least will be outside but connection removed inside if you can't find them.
If the last digit is 1 it makes it harder as it's a first install and a cable will need to be pulled to property.
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