Virgin Media Community

[grocerjack]

Hi, Have this message on one of my V6 boxes. No amount of reboots sorts it put so it's safe to assume the box is u/s. It patently needs to be swapped out. I have now tried 3 times to talk to someone at VM to no avail. I understand the COVID issues but I have had zero issues contacting other companies and we are now 8 months in so i don't get why VM haven't sorted customer contact..

Why no webchat Virgin? It's not that hard to set up. 

Anyway, can someone contact me to arrange a box swap out please, or I will be asking for a refund or account credit. 

[grocerjack]

After 47 minutes on 3rd call, I finally got hold of someone. COVID or not this is pretty dismal customer service. Technician said to reboot having sent new signals to box but the same thing happened. Engineer visit needed it seems, although it seems odd that no postal box swap option is offered to save engineer time, but hey, lets see what happens. 

[Emily_G]

Thanks for the post Grocerjack, how are things today?

Did you book an engineer appointment? 

Thanks, Emily.

[grocerjack]

Hi, yes I did book and engineer, and as suspected a new V6 box was needed.Thanks. 

[Emily_G]

Glad to hear that's all been sorted for you now, if you need any further assistance please don't hesitate to get back in touch. 

Thanks, Emily.