Hi everyone, I tried contacting customer support over the phone to book an engineer as I need to move my router from one floor to another (I tried using a Powerline but the performance of the network is greatly affected). After an hour of holding the call was hung up, same thing happened the second time around. I was told to ask for assistance on the forum by the Twitter Virgin media account, so here I am, asking if I could finally get some help with this issue:)
Unfortunately I know of the fee but I was misinformed by the engineer (years ago at time of installation) about losing speed if I were to install the router further in the property and that a powerline would be a better solution. Which really hasn't been since I can't get more than 100 Mbps when I currently have the 300 Mbps package due to the wiring.. thanks for the answer and hopefully I can get an engineer booked!