Outside cable cover - faulty

[bluemoon22]

Hello - I have seen other posts with similar issues and hoping someone can help us.

This is the state of the cable cover outside our house where our service enters. It falls off all the time and is liable to render our service faulty due to water ingress at some point 

How can we get someone from Virgin out to fix this please ?

[Tudor]

All it needs is a cable tie in the oblong hole on the first picture or:

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.

[Paulina_Z]

Hi @bluemoon22,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to see that you're having some issues with your external Omni Box!

I can see that the cables are exposed and may need tidying up. I'll be happy to arrange for a technician appointment for you to have this issue rectified as soon as we can.

I'll send you a Private Message to confirm a few details. Please keep an eye out for an envelope at the top right corner of your Forum page. If you're having issues locating this, please let me know and I can help. I'll be in touch soon.

Thank you! 😊 

[Paulina_Z]

Hi @bluemoon22,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for you damaged omni box issue – you can check and amend the date and time of your appointment via your online account.

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 you can do this online or via the MyVM app by 4pm the day before the appointment.
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 keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

[Paulina_Z]

Hi @bluemoon22,

Thank you for coming back to me via Private Message. I'm glad that you're happy with the new agreed appointment date and time. 

Please let us know how the appointment goes and if you need any further help or assistance. 

Thank you! 😊