Menu
Reply
Mike92
  • 7
  • 0
  • 0
Joining in
939 Views
Message 1 of 13
Flag for a moderator

Need an engineer and a new box

Box is giving up and need a new box, how do I do it

0 Kudos
Reply
japitts
  • 12.25K
  • 1.7K
  • 2.64K
Very Insightful Person
Very Insightful Person
935 Views
Message 2 of 13
Flag for a moderator

Re: Need an engineer and a new box

Hi Mike,

The quickest way is to call TV Faults - 150 from a VM landline, or 0345 4541111 from any other phone, follow the options for "I have a fault with my TV service" and wait for an agent.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Mike92
  • 7
  • 0
  • 0
Joining in
909 Views
Message 3 of 13
Flag for a moderator

Re: Need an engineer and a new box

Hi, I tried that yesterday and waited 40 minutes to be answered, could not wait any longer, is there any way I can order a new box online
0 Kudos
Reply
japitts
  • 12.25K
  • 1.7K
  • 2.64K
Very Insightful Person
Very Insightful Person
893 Views
Message 4 of 13
Flag for a moderator

Re: Need an engineer and a new box

You can wait on here for a VM staffer to work their way through and pick this post up, but that can take a few days and they'll probably want some more specifics of what is actually happening with your box. In other words, why do you think it's faulty etc?

40minutes is admittedly a little on the long-side, but unfortunately most large companies have call queues these days depending on when you call, I know a few people who've got through in around 20minutes lately.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Steven_L
  • 5.31K
  • 371
  • 540
Forum Team
Forum Team
711 Views
Message 5 of 13
Flag for a moderator

Re: Need an engineer and a new box

Hey Mike92,

 

Sorry to hear of the issues that you're having with your TV service. I can see from your account notes that you have been in touch with us to get this looked into further.

 

Have the team been able to resolve the issues that you've been having? If not, please could you give me a bit more information about the issues that you're having and I can look into this further.

 

Regards

Steven_L

0 Kudos
Reply
Mike92
  • 7
  • 0
  • 0
Joining in
648 Views
Message 6 of 13
Flag for a moderator

Re: Need an engineer and a new box

Hi Steven, no I have not been able to get through on the phone, our Tivo box is giving up, we are having to turn it on and off at least twice a day.

I think we need to get it replaced. How do I book this please

Kind regards

Mike Nixon

0 Kudos
Reply
Alex_RM
  • 4.53K
  • 260
  • 344
Forum Team
Forum Team
554 Views
Message 7 of 13
Flag for a moderator
Helpful Answer

Re: Need an engineer and a new box

I'm sorry you're having some trouble with it Mike92,

 

Are you able to elaborate on why you're needing to turn it on and off?

 

I can see you're currently affecting by an area SNR outage, this could be causing an intermittent service, once resolved things should improve. It's due to be fixed by tomorrow if you can please keep us posted with how things are after then.

 

Alex_Rm

0 Kudos
Reply
Mike92
  • 7
  • 0
  • 0
Joining in
545 Views
Message 8 of 13
Flag for a moderator

Re: Need an engineer and a new box

Hi Alex

It is definitely the box that needs changing, I need to book an engineer to come to the house with a new box to swap them over. I just do not have the time to wait 40 minutes on the phone for someone to pick up. If there is any other way of booking this, I would like to know.

Kind regards

Mike  

0 Kudos
Reply
Alex_RM
  • 4.53K
  • 260
  • 344
Forum Team
Forum Team
542 Views
Message 9 of 13
Flag for a moderator

Re: Need an engineer and a new box

Hi Mike, 

 

As there is an area issue that's currently affected by, we would need to wait for this to be resolved, then we can continue to go through diagnostics. 

 

If it is then that a new box is needed I can arrange this.

 

Alex_Rm

0 Kudos
Reply
Mike92
  • 7
  • 0
  • 0
Joining in
540 Views
Message 10 of 13
Flag for a moderator

Re: Need an engineer and a new box

Okay thanks - I will wait, but I know that the box is giving up

Mike

0 Kudos
Reply