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Unable to reply to a Virgin Media text

Joining in

I’m a new customer (broadband, tv and tel)  and got a text from virgin 86002 re a engineer to resolve a connectivity issue

I need to reply to the text with “CONFIRM” to confirm the appointment slot but this message gets not delivered as I get the “message send failure” reply on every try.

I have non virgin mobile. Has no issues sending text from my phone. 

Please fix as I do not want the appointment cancelled as we are without broadband currently. 



Very Insightful Person
Very Insightful Person

Check for known faults as below - as all Tech visits get auto-cancelled when there is a known issue - if there is one - you need to wait until its fixed and see if the problew persists and if so, then book the Tech again

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Forum Team
Forum Team

Hi Akna,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue with confirming the engineer visit. 

I have taken a look on our side and can see you have spoken with the team regarding this. 

Please let us know if you need any help in the future. 


Joining in

This has just happened to me. I cannot respond and kerp getting the message that it is incorrectly formatted. Completely bonkers! 

Hi @FudgeMum26 thanks for your message, although I'm sorry to hear you had trouble with the text.

Did you manage to get things sorted since you poste? Please let me know if you ever need further help.

Many thanks


Joining in

I have the same issue trying to organize a visit on Friday when I reply Keep i get not delivered to 86002.

I have no problems sending any other text

Hello AlexElm
Sorry to hear this.

Can I please ask what Mobile Network you are on?




Asda which uses the vodaphone network.

Hi @AlexElm, thanks for getting back to us.

I am sorry you were unable to confirm your appointment by text message. I would like to take a closer look at your account, on your behalf.  I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.



Joining in

It’s not letting me reply KEEP IR CONFIRM 

IT SAYS failure to send