Moving issues - tv boxes

[Lewisjvaughan]

I’ve recently moved and Virgin had removed 2 boxes in the process. I cannot seem to get them to send me the replacement boxes without an appointment. It’s already been 2 weeks and the next appointment is 2 weeks away. I have the engineers number who needs to come back anyway to complete the work so this can be done outside of the system. Can they send the boxes without an appointment? 
Another issue is I need broadband Wi-Fi boosters but they cannot send these without resolving the tv issue so I don’t have broadband in 1/2 my house. I work from home so this is very frustrating. 
Also paying for 3 boxes and have the use of only 1!

[nodrogd · Accepted solution]

VM will only send out self-install kit for added additional services, not for fault related replacements. This ensures all eventualities as regards faults are resolved. It also ensures that if boxes are replaced they are for genuine normal wear-&-tear faults, & that replaced boxes don’t end up being illegally sold on eBay & the like.

[Lewisjvaughan]

Hi, there is no issues with the existing boxes. They just removed them from my account when we moved. Apparently they now can only send new ones to set them up correctly. 
I don’t have an issue with that, the issue is that they are waiting to send them out according to the appointment, I want them to send them direct to me asap. I have the engineers number as they need to come back to finish the install as they needed another part. I don’t need to wait till the 20th as I can get this done sooner, but they won’t send the boxes

[nodrogd]

Then the new boxes are part of the job number. Those of us that have been with VM (& NTL before) have got used to the fact that VM systems cannot do more than one thing for any one customer at any one time. So while the visit is booked they cannot make any changes to your account, like adding boxes to a separate despatch ticket etc.