No TV service

[LASallis]

Good morning 

I’ve go no to service.  Tried the usual did notice that I was getting a green screen something to do with DVR.

virgin customer services can’t get an engineer out for FIVE days!  Despite the fact I am living with a vulnerable family member.

is there any thing I can do to get these issues resolved quicker?

thank you 

[nodrogd · Accepted solution]

You are on a Residential Service with no SLA. The quickest callout is usually around 3 days. I do believe that even vulnerable customer call-outs are prioritised if they are Broadband or Phone related, as these are deemed crucial, but I don’t think it applies to TV.

It certainly looks to be a box failure, & it will need to be replaced.

I will escalate to the Forum Team, as they will be able to confirm.

[Steven_L]

Hey LASallis,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your Tv services, I have looked into your account and can see the technician appointment is there, I can attempt to bring this forward by speaking to the team but as its not a broadband or phone issue, the team may not be able to bring it forward but I will try to do so.

I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L

[LASallis]

Thank you for your response.  I will just have to wait until the engineer gets here and perhaps it will be quicker than the five days advised. Very disappointed with the service from Virgin Media.

[David_Bn]

Sorry we're not able to get to the property in a shorter period of time.

We would have to advise that engineer appointments are issued on a first come, first serve basis, with escalations for vulnerable customers restricted to landline and broadband faults - as per the helpful advice from @nodrodg.

If you have access to your self-care account, via browser or application, you should be able to re-schedule the appointment, which may offer earlier dates if there have been any cancelled engineer appointments in your local area.

Kindest regards,

David_Bn