Community FAQ
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 

Why can't Virgin Media deliver a box to my front door, to replace a faulty box?

Andymcauley
Joining in

on ‎28-02-2022 10:24

My box has a fault (DVR) and cant be repaired. I had an appointment scheduled for today cancelled for 14 days because of covid. Is there any reason Virgin can't deliver to front doors like any other company?

0 Kudos
12 REPLIES 12

nodrogd
Very Insightful Person
Very Insightful Person

on ‎28-02-2022 12:10

VM do not send out boxes for fault issues as on occasions the box turns out not to be the cause of the fault. Boxes are only sent out for new services or swap outs due to obsolescence.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

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

Andymcauley
Joining in
In response to nodrogd

on ‎28-02-2022 13:12

The box on this occasion is the fault and needs replaced, it's only a matter of them delivering a new box no engineer needed at all.

0 Kudos

Steven_L
Forum Team
Forum Team
In response to Andymcauley

on ‎02-03-2022 13:24

Hey @Andymcauley,

Welcome to the community and thanks for taking the time to post your issue on the forums.
Unfortunately we have to send out a technician for your box to be checked first to see if the faults could be resolved and then if its proven that a new box would be needed, the engineer would be able to replace the box there and then for you.

Regards,

Steven_L

 

0 Kudos

Andymcauley
Joining in
In response to Steven_L

on ‎02-03-2022 22:33

As stated the box cant be fix 

0 Kudos

japitts
Very Insightful Person
Very Insightful Person
In response to Andymcauley

on ‎02-03-2022 22:51

And as per the responses already posted, fault replacements are done by tech visit.

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

Andymcauley
Joining in
In response to japitts

on ‎02-03-2022 23:13

No need for a tech visit to replace a box that cant be fixed. All that is needed was the box delivered as arranged and for me to unplug the broken box and install the new box. 

 

Ps. It was a tech guy who informed me that it would need replaced.

0 Kudos

Andymcauley
Joining in
In response to ittarius

on ‎03-03-2022 09:23

I have been told its not  repairable, so why are they sending a tech guy to deliver a box anyone with half a brain can swap over?

0 Kudos

nodrogd
Very Insightful Person
Very Insightful Person
In response to Andymcauley

on ‎03-03-2022 09:57

You mean you actually WANT the hassle of returning the faulty box to Virgin yourself.

Believe me, if someone is going to come & replace it for you go for it. There are many complaints on these boards with issues getting return packaging out of Virgin.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

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

Martin_N
Forum Team
Forum Team
In response to Andymcauley

on ‎05-03-2022 11:12

We do appreciate your frustration with this Andymcauley. As we have advised though a technician is needed and so if someone in the property does have symptoms of COVID 19 or has COVID 19 then we wouldn't be able to complete the visit. 

^Martin

0 Kudos
Top