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Booking a technician

Just joined

I've tried phoning 150 and clicked on the 'I need a technician' part of the 'Your phone service is changing' email completely without success. I have a main phone which isn't in the same room as my hub as well as 2 extension phones. An adapter has just arrived in the post but no mention of a technician's visit. Does anyone know how I can Virgin to respond ?


Hi @jasmin123456

Sorry to hear you're not able to set up your broadband. Can you advise if you are waiting for installation works for outside of your home or have been sent a quick start self install kit that you are struggling with? If so, what difficulties are you having?

Here to help 🙂
Virgin Media Forums Agent


I am just setting up broadband and was sent a quick start pack but there is no where with any wires coming into my flat. Only cables for sky. So I can not complete the installation myself as told I could when getting the quick start pack. So I need a technician to come and look as I work from home so need this installed. It is a new property I have just moved to. 

Thank you for confirming this for me @jasmin123456

Please join me on private message so I can locate your account and book you the earliest appointment available to fit your home with an isolator plate to complete your installation. You can see your private messages at the top of the page in the envelope icon. 

Here to help 🙂
Virgin Media Forums Agent

Thanks so much for your private message @jasmin123456

 I have now booked you a visit for to install your isolator plate – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

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.


Here to help 🙂
Virgin Media Forums Agent

Joining in

Hi there,

I have a similar issue to a lot of people in that my Hub is upstairs and my phone socket is downstairs. Is it possible to book an engineer via email as I'm having no luck with 150 ? I never set up an online account when I joined Virgin media so can not do it via that.

Please help


Hi ukfoto

Thanks for posting and welcome to the community - please do in future make your own thread 🙂

I'll send you a PM now to assist further

Best wishes,

Forum Team

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