Relocation of Cable Entry

[KM132]

I expected it to be a simple process to ask for the VirginMedia cable entry to be relocated from one room to another. I phoned 150 but found this to be very customer unfriendly. There were difficulties in connecting and selecting an appropriate option with requests for a memorable word which I haven't used for years. When I was eventually able to speak to someone after a long wait I was asked obscure security questions re information not readily available and bank details which I was not inclined to disclose.

I thought it would take no more than 5 minutes to arrange this but I spent an hour without achieving anything. Could someone from Virginmedia contact me to fix an appointment?

Thanks

[Adduxi]

It’s a standard £25 fee for this.  If you wait here a day or two a VM Mod will pick this up and discuss. 

[Vikki_M]

Hi KM132

Thank you for your post and welcome to our community. 

I am sorry you were unable to do this over the phone.

If you are unsure of your memorable word, please sign into your MY VM account. Go to update settings > account details >telephone security details > memorable word input text > save. You will then see 'memorable word updated' with a green tick.

I will send you a private message now so we can book this for you.

Please look out for the purple envelope in the top right of the page and pop back to me when you can. 

[Vikki_M]

Hi KM132

Thanks for getting back to me privately.

I have booked you the engineer appointment. To view this please sign into My Virgin Media here. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app.

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, 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.

Do please let us know how the appointment goes.

Take care.

  

[KM132]

Vikki

I have been able to relocate the cable connection. Please cancel the appointment for 21 December.

Thanks for your help

Regards

Kenneth MacRae

[Gareth_L]

Hello Kenneth, hope you are okay.

Thanks for letting us know the cable has been relocated.

Vikki is off right now.

Would you like me to cancel the appointment for you?

I will need to send you a message to pass security though.

If you can check the Logo top right of your screen that would be great. 
Regards     
Gareth_L
 

[KM132]

Gareth

Yes -please cancel the appointment.

Regards

Kenneth MacRae

[John_GS]

Hi @KM132 

Thanks for coming back to us.

I'll send you a PM now to assist further.