on 21-04-2023 08:59
Hi,
I'm new Virgin user for broadband, the cable box outside is damaged/missing the cover. How/who do I contact to get a replacement?
Thanks
Phil
on 23-04-2023 12:47
Hi @PhilB144
Welcome to Virgin Media and the community forums 😊
Sorry to see that your omnibox cover is missing. We can arranged an engineer to come and replace this for you. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon.
on 24-04-2023 13:50
Thanks so much for your joining me on private message @PhilB144
I have now booked you a visit for the omni cover replacement –
There will be no charge for this visit unless:
• The technician diagnoses the faults 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 there is someone over the age of 18 present at the time of the visit.
If you need to change or cancel your appointment please let me know on here or the private message thread and we'll get this amended for you.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).
on 24-04-2023 15:27
Thanks, do you know when the appointment is?
The box is outside the house so you should be able to get access.
Regards
Phil
on 26-04-2023 15:39
Hi there @PhilB144 👋 Thanks for coming back to us 😊
We will certainly be able to check to see when this appointment is due to, I'll send you a PM to confirm your details to check this.
Regards
Nathan
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