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ac9
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3 months trying to book an engineer

i have been trying to book an engineer for three months now, my neighbour while putting up a fence broke the cable, been through the chat with the virtual assistant countless times, put in all the correct info they ask for and keep getting "i'm sorry those details don't match the account," wait 24hrs and no-one replies. extremely annoyed to say the least. if anyone can help me book an engineer that would be great

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spgray
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Re: 3 months trying to book an engineer

have you tried phoning them? seems like the obvious thing to try first.

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ac9
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Re: 3 months trying to book an engineer

God luck with that, every time I've tried all i get is the virtue assistant nonsense and the "we'll put you through to one of our team," then the message due to blah blah blah we might not be able to respond for 24hrs, last resort ive come on here in the hope an actual human being who works for virigin addresses the issue

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spgray
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Re: 3 months trying to book an engineer

i mean phyiscally phoning them on 0345 454 1111.
i don't think you get a "we might not be able to respond for 24hrs" message when actually phoning them

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ac9
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Re: 3 months trying to book an engineer

yup that's the number i used

 

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spgray
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Re: 3 months trying to book an engineer

try calling at around 8am then when the call queues are quieter, and ensuring you select the correct menu options.

otherwise, you can wait a few days for somone from the virgin forum team to see the thread.

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RipoFF111
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Re: 3 months trying to book an engineer

There is no option of booking anyone at the moment I'm waiting for engineer since March when my contract started as they messed up everything leaving two TV boxes and router in an unused room. Calling and receiving promises is worst than facing the truth that no one will help you. get used to.

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spgray
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Re: 3 months trying to book an engineer


@RipoFF111 wrote:

There is no option of booking anyone at the moment


yes there is.


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Sambathedog2020
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Re: 3 months trying to book an engineer

Hi ac9

i have had the issue with the security questions not matching.

I changed the password and then went on and got though it does take time as there are fewer staff due to covid19 shutting some call centres, i got though on the chat but does take a few days but they normally can answer the questions you need and sort engineers out for next day for me.

Hope This helps
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