Virgin Media Community

[stebak47]

I have a problem my wall box cover is off and wont go back on since this happened my internet keeps cutting out so needs replacing spent half hour on the phone and she was adamant i had to replace it myself even after saying to her that its in the contract not to touch it she refused to help but did do a wifi test and said a new router was needed and would be sent out that was meant to be delivered within a week its now over a month later cant get any help on the phone please can anyone help me thank you.

[Adduxi]

Is this an inside box or the outside wall box?  A photo will help VM get the correct part to be fitted.

If you wait here a day or two a VM Mod will pick this up.

[stebak47 · Accepted solution]

inside wall box have attached a photo thank you for the help 

[stebak47]

 

 

[Paulina_Z]

Hi @stebak47,

Welcome to our Community Forums! Thank you for your first post and I'm very sorry to see that your internal connection box is damaged! I'll be more than happy to have this looked into further and arrange for a technician appointment to have this repaired for you. I will send you a Private Message, so please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thank you.

[Paulina_Z]

Hi @stebak47
Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for damaged internal box issue – you can check and amend the date and time of your appointment via your online account.

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.

[stebak47]

Have replied privately Thank you for your help

[Paulina_Z]

Hi @stebak47,

Thank you for coming back and letting me know that you're happy with the appointment time. 

Please keep the thread updated on how you're getting on and if you need any further help after your appointment.

Thank you! 🙂

[Travis_M]

Hi @stebak47

Thanks for the reply!

Please do keep us updated with how the visit goes 🙂

Regards

[stebak47]

Engineer Dan arrived early and had the new box /cables and a new router fitted all within 20minutes thank you for the help sorting this out.