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Joshuapcs
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No broadband wall socket

Need to arrange for a technician to install wall socket but can't get in touch with anybody from customer service.

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Adduxi
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Message 2 of 9
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Re: No broadband wall socket

Not all properties have a socket, but just a cable through the wall.   Check outside for a brown or grey box and trace the cable inside.

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Joshuapcs
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Re: No broadband wall socket

I

Yeah I know, did that, i live in a block of studio flats, someone else probably got it that's why I got sent the quickstart . I just need help contacting virigin media, it's been a week with ni reply or help

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Adduxi
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Re: No broadband wall socket


@Joshuapcs wrote:

Yeah I know, did that, i live in a block of studio flats, someone else probably got it that's why I got sent the quickstart . I just need help contacting virigin media, it's been a week with ni reply or help


Ah okay.  You will either have to phone in or wait here a day or two for a VM Mod to pick this up.

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Joshuapcs
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Re: No broadband wall socket

This is where it gets good, I've called in many times and they refuse to help me because I don't have a password I never set up. It's supposed to be sent in the post or something but I still haven't received anything

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Adduxi
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Re: No broadband wall socket


@Joshuapcs wrote:

This is where it gets good, I've called in many times and they refuse to help me because I don't have a password I never set up. It's supposed to be sent in the post or something but I still haven't received anything


Try phoning via "Thinking of leaving us"  option. They are sometimes more helpful.  

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Kath_F
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Re: No broadband wall socket

Hi Joshuapcs, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear you're having difficulty getting your services installed due to having no internal socket or wiring. We can get this sorted for you but will need to confirm details with you. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.


Thanks,
 

Kath_F
Forum Team




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Kath_F
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Re: No broadband wall socket

Hi Joshuapcs,

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

  • The technician diagnoses the fault as not being caused by our network/equipment 
  • The technician discovers that the fault or problem relates to your equipment
  • The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

Kath_F
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Kath_F
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Re: No broadband wall socket

Hi Joshuapcs, 

Thanks for coming back to me via private message. As we're not swapping any account specific information, we can talk through the Community. 🙂

The engineer will get everything set up and installed as needed during the appointment. If you have any concerns or questions then the engineer can go through things with you on the day. 

Let us know how the visit goes. 

Thanks, 

Kath_F
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