Moving hub from upstairs to downstairs

[dimagofman]

Hi, I need to move my cable from upstairs to downstairs.

I've looked into this myself but there's a small problem: the existing cable downstairs is just a nub.

The junction box outside and the holes in the wall are all good and very convinient for what I'm trying to do, the whole situation is very easy to deal with and your engineer will be able to handle this in like 10 minutes. I just need your engineer to install a longer cable, from the junction box on the outside, through the existing hole in the wall downstairs.

So, I need a visit from one of your guys, a new 0.5m cable with connectors on either side, it's literally a 10 min job and I'll pay for everything.

I tried over the phone - no luck. Please contact me to arrange this.

[newapollo]

Hi dimagofman 

There would be a £25 non fault call out charge (it used to be £99) to do the work you require.

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

When calling Faults 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.

[dimagofman]

I've read this advice on other posts and tried doing that before I posted my message above.

After pressing 2 the options are repeated 2-3 times and the voice says "You haven't chosen an option... We don't know how to help you" and hangs up.

I've tried other options - the broadband fault option just does automated testing. The engineer option sends an sms with a link, from there I can chat to a bot but it only gives options for actual problems like slow wifi.

... Actually, I think I managed to trick the bot to let me talk to someone on WhatApp. I'll post an update if I manage to get this sorted out

[dimagofman]

... No luck

Could a member of the Forum Team please pick this up and help me organise a visit from an engineer please?

[Tudor]

It can take up to 2 days to get a response from a VM staff member after the date/time of the last entry, so just bumping your post puts you to the bottom of the queue.

[Ashleigh_C]

Hi there @dimagofman 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced an issue contacting us regarding this visit and a big thank you to the community team for their advise here so far. 

I would be happy to get a private message sent across to arrange an appointment for you, please be aware there is a £25 call out charge for this. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.