Virgin Media Community

[antdow]

Please can someone kindly give me the correct answer.

I recently spoke to a Virgin Media sales person to upgrade my service from M100 to 1Gig (will be receiving my new hub later this week) on the basis that it was possible for VM to move my internal wall box (network and phone ports) from its existing location (front wall) to another location (side wall) in order that the router can sit near the television (central chimney breast) without having unsightly cables or trunking across the room. They told me to call the Technical Team and this could be booked in without a problem.

After phoning them, being put on hold for an eternity, eventually getting through and getting cut off twice during the triage process, I started to research online and understand that Virgin Media cannot offer this service (I assume due to COVID restrictions) which was historically offered at £99 flat rate for a non-fault call out.

Is this really true that I was given incorrect info?  And secondly, can someone advise when this service may be resumed (now lockdown is being eased)?

Thanks everyone.

[Anonymous]

VM will not move boxes or cables right now.
You will have to wait until things change. No dates when this will be yet.

VM are not carrying out non essential works currently

[antdow]

Disappointing that the sales people didn't know this and let me continue with the upgrade! Maybe they DID know and that's why I got cut off twice by their colleagues!!!! Pfffff!

[David_Bn]

Thanks for your post on our Community Forums antdow and a very warm welcome to you

This can be done under a special request order, priced at the flat fee of £99.00, however these jobs have been put on hold due to the current climate

If you would like to come back to us at a later date, you're welcome to do so and we can have this booked in for you

Sadly I suspect the sales team weren't privy to the information on what jobs are and aren't being prioritised at the moment

Kindest regards,

David_Bn

[-tony-]

if you did this within the last 14 days then ring retentions - only speak to the UK and tell them you are unhappy and that you are seriously considering giving 30 days notice - that may well concentrate minds - they are not doing call outs but you may get a tech booked for the future foc or they may bend - you dont know unless you ask

dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre

as to sales not know the rules - sales make it up as they go on to get the order - thats all that matters to them