I am terribly sorry to hear that - I have checked your account and cannot see why the appointment was missed but can certainly appreciate how frustrating that must have been.
I have booked in another appointment for the next available slot - you can find your appointment time slot via your My Virgin Media account.
In regards to the Mini Box, I can't see that this has been added to your account just yet. I'm afraid we cannot help with package changes or upgrades, so to add on the Mini Box to your account and arrange an installation, please do call us on either 0345 454 1111 / 150 or text us on 0753 305 1809 so our team can arrange this with you.
The minibox is part of my Oomph package and should have been installed at the original installation date. It is not a new order, it is the original order which is incomplete and has now been pending for over month.
I have phoned the call centre and they advised that a request for a technican had been raised, I followed-up up again and it was confirmed that a technician would contact me to install the mini-box, but have not heard anything. Please check the call logs and case notes and ensure a technician is scheduled for the installation of the mini box and that the appropriate credit is made to the account for the incomplete installation as well as the missed appointment.
The minibox is part of my Oomph package and should have been installed at the original installation date. It is not a new order, it is the original order which is incomplete and has now been pending for over a month.
That will be because of the recent COVID restrictions. Second box installs were suspended until recently to cut down the amount of time techs were spending in the premises. The backlog is being worked through now, so the rest of the install should have been picked up on.
VM BB TV Landline. Vonage 2nd line. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Customer since 1993
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A quick update. A technician attended today, great guy, and he said that the channels on the broadband were misconfigured and that these have been corrected. He also double checked for any loose connections (and ran in the cables for the mini box).
The long and short of it is that the speeds are now operating as expected, as can be seen below, speeds are massively improved. Thanks to all that helped @beth_g
Thanks for your post and apologies to hear you're having an issue with your connection.
Taking a look at your account, there appears to be an issue with your power levels. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account.
I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
Thanks for coming back to via private message with your information.
I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM Just go to My Account > Track 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 or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link.
Lets us know how the appointment goes.