Forum Discussion

simonbuckrogers's avatar
simonbuckrogers
Joining in
2 months ago
Solved

Outside cable box is damaged in recent storm. can i get a free replacement?

Hi, i have noticed other posts about this. My brown box was irreparably damaged by crashing bins and items that flew around in the recent storm. Is is possible to get this replaced by VM?

  • Kully28's avatar
    Kully28
    2 months ago

    Call 150 and pick any option and once you get through to someone explain the situation. They will book for an engineer to come. They tried to charge me £25 for engineer visit but I refused to pay as it's not my fault box cover has broken and said I'd leave the wires exposed. Have engineer visit booked though not received conformation text or email. My online account shows an engineer visit has been booked. Good luck 

  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 months ago

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

  • Kully28's avatar
    Kully28
    On our wavelength
    2 months ago

    Call 150 and pick any option and once you get through to someone explain the situation. They will book for an engineer to come. They tried to charge me £25 for engineer visit but I refused to pay as it's not my fault box cover has broken and said I'd leave the wires exposed. Have engineer visit booked though not received conformation text or email. My online account shows an engineer visit has been booked. Good luck 

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    2 months ago

    Hey simonbuckerogers, thank you for reaching out and a warm welcome to the community I am sorry to hear your Onibox is damaged.

    Let me send you a DM to get this sorted out. 

    • Robberg85's avatar
      Robberg85
      Joining in
      9 days ago

      I have experienced similar damage in the latest storm and as a result I have no internet connection. I fear there has been damage to the cables.

      i have tried the recommended solutions and even called the helpline without any resolution. 

      • Lee_R's avatar
        Lee_R
        Forum Team
        7 days ago

        Hi Robberg85 thanks for posting and welcome to our community.

        Sorry to hear the damage to your external box has caused loss of service. So that I can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

        Regards

        Lee_R