Replacement internal wall box needed

[rob_f_1]

Hi there

I have gig1 broadband and my internal wall box is broken and needs replacing. Is it possible to schedule an engineer visit or for a new box to be sent out that I can fit?

thanks

rob 

[Adduxi]

If you wait here a couple of days a VM Mod will pick this up and arrange with you.   A photo would help to allow VM to assess the parts needed for a repair.

[Ashleigh_C]

Hi there @rob_f_1 

Thank you so much for your post and welcome to the community forum, it's great to have you here. 

I am so sorry to hear that you have experienced this issue with your service and thank you again for coming to the forums. 

I'd be happy to take a look into this with you, are you able to provide an image as Adduxi has mentioned so we can double check? 

[rob_f_1]

Thanks very much. I’ve attached a photo, but I’m not sure it’ll be a huge help, as the internal wall box broke completely so it’s been thrown away and at the moment I’m having to just have a wire come out of the wall without the box at all. Photo attached. Basically need a new internal wall box 

 

[Kath_F]

Hi rob_f_1, 

Thanks for coming back to us with a picture. We can certainly arrange for an engineer to come out to fit a new box however there is a £25 charge for this. This would be added to the next bill that is generated after the visit has been completed. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[Kath_F]

Hi @rob_f_1, 

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment and sent you details of the appointment via direct message. 

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 by replying directly to the direct message and we can support you further. 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.

Let us know how the appointment goes. 😊

Take care.