Forum Discussion

andynic1972's avatar
andynic1972
On our wavelength
5 months ago
Solved

re location

i need my box and router moved from current location to another location behind tv on same wall from outside so hidden as getting fireplace put in please advice fitting date 3rd october 

  • newapollo's avatar
    newapollo
    5 months ago

    Hi andynic1972 

    There would be a £25 non fault call out charge (it used to be £99) to do the work you require.

    You should call  150 from a Virgin landline, or 0345 454 1111, option 2 (Faults) 

    When calling Faults ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

    Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

  • andynic1972's avatar
    andynic1972
    On our wavelength
    5 months ago

    having a new media wall built so need to move tv box about 2 metres along cable not long enough please advise anything welcome 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    5 months ago

    Hi andynic1972 

    There would be a £25 non fault call out charge (it used to be £99) to do the work you require.

    You should call  150 from a Virgin landline, or 0345 454 1111, option 2 (Faults) 

    When calling Faults ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

    Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    5 months ago

    Hub's should not be hidden behind TV's or any other items.  The Hub should be placed somewhere central and in the clear.  Hiding it away will only cause Wifi propagation problems.

  • andynic1972's avatar
    andynic1972
    On our wavelength
    5 months ago

    finally managed to get logged in we getting some building work done so need to move the external cables back along exterior wall about 3 meters to come in house at another point how do i book an engineer as work getting done 3rd october thanks andrew

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      5 months ago

      There will be a £25 charge.

      Just call it in on the "fault" line and they should sort you

      Call on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.

      If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.

      Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.

      You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.

      FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.

    • Robert_P's avatar
      Robert_P
      Forum Team
      5 months ago

      Hello andynic1972

       

      Thanks for posting in regards to moving the equipment due to some upcoming work, we're happy to help.

       

      As others have mentioned, as this is classed as a 'non fault' call out a one off charge of £25 would applicable for the work to be completed by an engineer. If you're happy with this, let us know and we can send you a Private Message to get this arranged for you.

      • andynic1972's avatar
        andynic1972
        On our wavelength
        5 months ago

        that would be great if you can message me to arrange a date please