on 25-04-2023 17:50
on 25-04-2023 17:54
Call it in as a fault. You should get a replacement free.
on 25-04-2023 18:13
Whats the best way to call it in as a fault. I tried to call but I just get a text and directed to the help site, which then goes through the auto fault checking journey, notices my box is offline and starts the scheduling for an engineer. Wouldnt want to waste an engineers time re: a dud power supply. 😞
IR
on 25-04-2023 18:20
Yup nothing surprises me with VM customer services these days 🤷
You could otherwise wait for the forum team to respond in a day or two
on 27-04-2023 20:00
@ianryde wrote:Whats the best way to call it in as a fault. I tried to call but I just get a text
After choosing the options for "I have a fault", it sounds like you're pressing further options. Don't do that - just wait silently on the line and the queue should result.
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on 27-04-2023 20:19
Hi @ianryde thanks for posting and welcome to our community.
I would love to help you get a replacement V6 power supply. I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.
Regards
Lee_R
on 28-04-2023 09:30
Hi @ianryde, thanks for getting back to me privately.
I have booked you in for the next available appointment. To view this please sign into My Virgin Media here. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
Just 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed.
Do please let us know how the appointment goes.
Regards
Lee