Virgin Media Community

[Litchy]

After years my outside connection box on the wall has begun to fall to bits, at the moment it’s covered with a plastic bag to keep the weather off. How do I go about getting it replaced? Is it something I have to do or will Virgin?

Any help much appreciated.

[LittleMick73]

Hi virgin will do this phone150 free from a virgin phone or 0345 454 1111 from any other phone and go down the TV faults route.Regards Micky

[Ashleigh_C]

Hi there @Litchy, 

Thank you so much for your first post to our community forums and welcome to the teams! 

I'm so sorry to hear that you are facing this issue and I would  be more than happy to take a look into this with you via a PM. 

I'll pop you a message now, please keep an eye out for the purple envelope in the top right corner alerting you to a new message. 

Thank you. 

[Ashleigh_C]

Hello again @Litchy

Thanks so much for your private message and confirming your address, I have now booked you a visit for omnibox – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

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.

Thank you.