Reply. My question is. a month ago. The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. If they give you any grief, tell them to cancel it (You. The next day a Virgin engineer checked my fibre confirming my cable was dead and needed a re-pull. Virgin do not supply consumer services over the Openreach network. If no joy, try the pre-install team - 0800 0521734. My line is down again, my attempt to connect to Hub has failed. 0 Kudos. They will just waste your time. 95 setup cost depending on the package. I placed an installation order on November 28th and went through the direct debit setup and installation date selection. All the helpdesk staff said was they couldn't get hold of the engineer but have left him a voice mail. 0 Kudos. Still no wifi, no external cable connection, at the very least 7 more planned visits since my last update (including18th, 20th,21st Jan) , all aborted, some without giving any notice so I had to waste a day waiting each time for the engineer to not turn up. Then find your past comm's from VM where it refers to an installation date where the technician is due to install and activate your equipment and services. Solved: Hi, I've had this issue for a couple of weeks on and off. Stayed home from work, engineer didn't turn up, phoned up and they just said the engineer might be late but they have no idea when they. Give the broadband team a call 0330 041 2460. Yes the situation is a bit messy and confused. Nothing has happened. That's only partly correct. We would like to show you a description here but the site won’t allow us. Jowa21. Neighbours have virgin installed and said it was a painful experience to get them to understand. If a customer wishes to switch to a 360 box then that's an entirely different process, it's classed as a regrade and there would be a fee of £24. i literally don’t know what to do at this point, I have called and made complaints twice and haven’t gotten a solution s. If you don't mind, I will need to send you a private message to pass security. you'll get £26. 18/10/07 - 13:56 #4. 360 Box not connecting to TV. Hi Jez1085, Thanks for posting on our forums, I am sorry the engineer didn't arrive for the appointment time. I rang 150, and after 45 minutes was told I needed an engineer appointment to replace my old Superhub. (This. 2: Seeker. 00 for a broken appointment when they didn't show up. I can be working on my laptop and suddenly it disconnects and states - 5243987. There may also be a £9. Could we please arrange an en. Options. Volt. Hi @LadyEmma2023 👋. Options. You should call 150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults) When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc. Phone line not working since upgrade. In response to Reece_MH. My Virgin Media. Thanks for your first post and welcome to our Community. Prior to this an appointment was made by Nige. Restart your equipment. All you have to do is call 151 confirm your name and address and tell them that. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Virgin media cancel installation month after month. Downstream power should be between -6 and +10, Upstream power between 34 and 51. Engineer no show. Their service has stopped working and it is not fully fixed after two full working days. m. In response to Anonymous User's comment. Cable installation. Hello kaneledis. Thanks for coming back to via private message to confirm your information. There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2. I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Moving home with Virgin Media. Hi, Today, at 4 p. If there had been an engineer out he would know. Engineer not turned up. Is ther. Fortunately I took a screenshot of the details and booking number as it is not showing up on the My Virgin Media app. I hope this helps you. I had no phone call to say no one will turn up. I have been without a telephone line for 2 weeks, a new cable was fitted by Comex who are contractors for Virgin on 8th December 2020 as there was a fault with my old cable, a blockage on the line. No Internet after engineer cam to fix intermittent issue 😒. However we can also help get this booked in for you via the forum. 1 ACCEPTED SOLUTION. QuickStart, set up and connections. The original scheduled date for engineer installation was 21st of February 2023, this was then not met and as Virgin Media failed to provide enough notice, they did provide with compensation. Hi GoMac, Thank you for reaching out to us in our community and welcome, sorry to see you have been unable to book a Technician for an adaptor for our Telephone Switchover, you would receive a letter and and an adaptor once a date for the change has been set up, if you need a technician. All its engineers are on our doorstep. However after getting off the phone with her. (This excludes misuse and mistreatment – so try not to use your box as a coaster!) It’s all part of the Virgin Media service, and that’s why we won’t charge you a penny. . Eliminating the HDMI port & lead is the next step. If all your leads are connected and you’re still having no joy, try restarting both your computer and Virgin Media Hub or Super Hub to help run important diagnostics checks. The two engineers out of the four, reported the box problem, but obviously it hasn’t been taken seriously,hence the two. V6. Options. Well that's not the engineers fault if you need civils and if it's the guys that do the cable, they ain't virgin media engineers, we're they even in virgin media vans,. Mark as. Next. If we need to send you some new equipment or book an engineer. Networking and WiFi. The woman said she'd booked an engineer appointment for the 28th March 1pm to 6pm. They told me an engineer would visit. Engineer not turned up. Megan_L. We then had a call last week saying that there were no engineer appointments available and the original date. They were supposed to come. Absolute joke of a company. Phone line change over. However they may charge a £25 fee if the kit is not in need of replacement. When you switch, you’ll be provided with an adapter, which you can use to plug your phone into the Hub – that’s all there is to it. You can be confident that we will do everything we can to ensure that it is put right. While you are there, unplug the cable which runs from the router to your telephone socket at both ends. on 10-02-2023 17:13. Has anyone recently experienced data breach with virgin media as in your number was mapped to different account , you receive a message on technical engineer visit with options (reply fixed or continue) and if you reply fixed , you get a call from a random person informing you are cancelling Virgin Media. • For the best connection, connect your phone directly into the main Virgin Media wall socket – and check you’re not using an extension cable. Go to solution. 37 in additional expenses and goodwill, on top of the refund of your monthly service charges which means, in. You can wait here for a staff member to take your details and make a new appointment, or phone in to customer service to book again. Thanks for joining me on PM and providing me the details to be able to book in the tech visit for the phoneline. I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. I was due to be installed today and the engineer has not turned up. My account; My bills; My apps; Upgrades; Service status;. An Engineer came on 10/11/22 and rectified the “ deadline” it worked for a few days but the same problem has arisen. My broadband failed totally on 27 June. . Check your account online to see if there is any new visit shown there. Eventually got through on the telephone after 30 mins, and the Operator did her best but was clearly untrained, but I did end up with an egineer visit. 2 customer Service Agents gave me 2 different reasons, one was a fault in the area (there wasn't) and another said the equipment hadn't been delivered to the warehouse. @A_HONEYMAN1979 wrote:. Next door but one had his full installation. Last month a Virgin Media engineer was installing a new fibre connection just two houses down the road from me. I have tried to cancel an engineer re landline problems , my account isn’t showing an engineer hence I cannot cancel I have requested a - 5167679. . tvtimes Posts: 9,276. Virgin had booked in an engineer (s) to come root in a proper connection under my garden, on 6th October as I was given a temporary cable, (hanging off my fence) when I lost TV and Internet a few weeks ago. . We would like to show you a description here but the site won’t allow us. on 25-08-2023 00:41. . TV 360 and home phone not currently available in 2022/23 network expansion areas. We would like to show you a description here but the site won’t allow us. Joining in. If you charge me £25 for a wasted visit then I'll be charging you for my time at. I've not been given any update or have a clue with what happens next. Thanks for your reply @Dadocreate, I have checked our system and can see that you have spoken to the team again since posting this. Repairs and servicing of Virgin Media equipment come at no extra cost. Click on. . Phoned on the evening on 24th was told cannot help today will have to call back tomorrow due to the updates in the area. Status pages said no problems. many help would be greatly appreciated thanks. Networking and WiFi. . 4GHz) factory reset hub if not already tried - long pinhole press then let it boot up and settle. Broadband & phone. Do feel free to utilise our Forums again in the future, if you need any further assistance. 2. 10-09-2022 17:45 - edited 10-09-2022 17:47. I know my hub is broken, but my question is do engineers carry spare hubs as I don’t want the engineer to arrive, tell me I need a new hub and say he has to order it. Been trying to phone now for several days and it gets cut off every single time after waiting 45+ minutes. They told me an engineer would visit. 1 ACCEPTED SOLUTION. QuickStart, set up and connections. I rang 150, and after 45 minutes was told I needed an engineer appointment to replace my old Superhub. Basically, a Virgin Media engineer turned up, connected all the cables, left the TV in the start up menu, told my husband to press OK at different stages. Next door but one had his full installation. . Automatic compensation is only applied for installation delays when the Virgin Media is at fault. There would be a £25 non fault call out charge (it used to be £99) to do the work you require. on 01-06-2022 14:17. Yes the situation is a bit messy and confused. I had scheduled someone to arrive at 4 p. This was for apparently a wire that the engineer advised to buy due to them being limited on the amount of wire they can supply, over 4 years ago. This. Virgin Mobile. Automatic compensation under Ofcom rules is £9. Rang to cancel my virgin contract on Monday as paying nearly £100 per month for very poor broadband/Internet experience. Choose the best spot for your wifi hub. Plug into the Virgin Media wall socket. Why is everything self help? When self help doesn't work and status is bad. not all installs have an internal box start outside and look for the external wall box - 6" square ish usually on wall facing road or pavement - brown or grey usually - follow any cables that come from it and go inside - if there are non look inside opposite external box. No one turned up on Wednesday 7th and again no one turned up today Thursday 10th. Volt. • If you select Change Network Settings > From here, you can change or update your WiFi settings. Home Phone. lovett wrote: ». Engineer not turned up. . Jowa21. Apparently, they claim this is not a Virgin Media issue. You should call 150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults) When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc. Although my online account says that an engineer turned up and everything is working! My advise if you have an existing connection for a router in your house don't. Scroll down to “Network” and press the “OK” button. but helpful does not mean solved!) Today, my connection has completely died, and no reported faults in the area. Please can you book an engineer asap my account no is 1050746005Go to our service status page. Stream from Virgin Media. . Thanks for posting and welcome to the community. Installation of a landline and broadband installation takes approximately 14 days. Test your wireless connection. I can't remember the last time an Engineer came to check my Hub or internet connection. 37 in additional expenses and goodwill, on top of the refund of your monthly service charges which means, in. Engineers fails to turn up in My Virgin Media App Tuesday; Cancel engineer appt in My Virgin Media App 02-10-2023; Unable to cancel engineet apt in My Virgin Media App 07-09-2023; Unable To Save Changes Made To My Virgin Media Account Contact Number in My Virgin Media App 04-09-2023; APP in My Virgin Media. 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. I have a new LG 47LF7700 and Virgin Media Samsung V Box. Our technicians are fully trained to fix all TV boxes at your home, so even if the appointment was arranged because of a specific issue, our technician will aim to fix any new ones. Poor Internet since installation. I have successfully charged them £20. 33 per day for a total loss of service after 2 full working days from registering the loss of service to us. I have called the helpline who has passed me back to the first link so I am going around in a loop. Re: Engineer. Re: How to book an engineer. Options. Turn off the V6 at switch; then on the V6 box hold down both the power button and the +button at the same time. Some kind of appointments will not be able to be changed due to the type of appointment they are for. OK, so, last night, internet went down, hub flashing green light, no internet. Click the lower link (Share Live Graph) then click generate. There will be a cost of £25. on 16-10-2022 19:44. Once logged in, scroll down to Orders & appointments then click on View your orders. Gaming Support. Saw a Virgin engineer - 5396795. on 28-10-2022 23:02. Dave. 22/08/10 - 16:14 #5. DTully. . I've recently had an email from Virgin Media stating I need to arrange a switchover to fibre for my telephone line. To order an adapter, simply click Ready to switch in the. Engineer booked for 1 to 6pm to put line in as only cable here as we had Virgin. £29. Community; Volt. With regard to the landline, I have followed all of the help guidance, used two other phones, rebooted etc and there is still no ringtone. Hi Pete, thanks for messaging us over PM, I am glad that this is on the way to becoming resolved. 1 REPLY. 0 Kudos. 00 for the 3 broken appointments. I have a Virgin Media Tivo Box. In response to Anonymous User's comment. Browse. I received a booking for an engineer after going through the on line checking process. wait here and VM should sort something. I was told that the engineer will visit between 8AM-1PM. Follow these steps to install your virgin Media Broadband, TV and Phone service. All you need to do is pick the category that best suits the broadband problems you're having and then follow the easy step-by-step instructions on the page. Non-fault callouts such as this are a £25 fee. Forum Member. I’ve called customer - 5221667. The box should reboot, the power button will turn blue, and it should reset and boot up normally. Cheers, Ryan. Tv engineer charges. I have waited and given the engineers the benefit of the doubt, but they have still not turned up and I have heard nothing. Just make sure you plug in on the go-live dates, which you can find in the letter we sent you. Forum Team. I have just moved to a new house and I had a Virgin media engineer scheduled to setup my broadband last Wednesday 10/05/17. We would like to show you a description here but the site won’t allow us. • Check the connection is tightly connected, it will make a 'click' noise when connected perfectly. com results as 10/10 with a manually configured IPv6 address from a valid Virgin Media IPv6 subnet. According to the automatic compensation rules I should be entitled to. Charges could be imposed if a. Hi there @Liamnew1, welcome to our forum and welcome to Virgin, we are happy to have you. . That's what I go by anyway. Engineer was supposed to be installing broadband at my mom's between 1 and 6pm but never turned up, what can she do and does she have a - 5196313 - 2Engineers fails to turn up in My Virgin Media App Tuesday; Cancel engineer appt in My Virgin Media App 02-10-2023; Unable to cancel engineet apt in My Virgin Media App 07-09-2023; Unable To Save Changes Made To My Virgin Media Account Contact Number in My Virgin Media App 04-09-2023; APP in My Virgin Media. I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. As the walls were recently painted,. Does virgin media have a system in place to alert them that an engineer failed to turn up at a job? Monday 29th between 4pm and 7pm was when the engineer should have turned up. He didnt even bother trying, just wanted to go home. Chris. on 15-12-2022 21:36. on 05-01-2023 15:51. We would like to show you a description here but the site won’t allow us. . Joining in. So we waited in for the pre-arranged engineer to call between 4 and 7pm tonight and they didn’t turn up. Whether it’s your Virgin Media broadband, TV or home phone, we’ll send along one of our lovely engineers to repair and replace your kit, at no extra cost*. The engineer was booked. A complaint is in place, it will not be closed until compensation is settled. We would like to show you a description here but the site won’t allow us. Lolobee96. 01. (This excludes misuse and mistreatment – so try not to use your box as a coaster!) It’s all part of the Virgin Media service, and that’s why we won’t charge you a penny. The reason behind all of this is that VM (like all other "Tech" providers) are having "Hub" or electronic equipment supply issues - for the reasons that have been well reported in the press recently. virgin unit (PLASTIC CASE) fitted outside of the house is falling apart and has water inside the download speed hardwire check is varying between 40 and 55 Mbps max ,should be around 100 plus. tvtimes Posts: 9,276. Your instructions are hopeless. Engineer appointment not showing. Hi, We're moving house tomorrow and so last week my partner phoned customer support to arrange a moving date and an engineer to install a connection at our new house. Post a photo of the outside omnibox to allow VM to assess the damage. Meanwhile, worth a check for any “known network faults - try in 2 places. Automatic compensation under Ofcom rules is £9. If all your leads are connected and you’re still having no joy, try restarting both your computer and Virgin Media Hub or Super Hub to help run important diagnostics checks. If no area faults found: The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. I trie. on 25-11-2022 16:07. 06-11-2019 9:40. Otherwise - explain the issues you're having on this forum and others can advise, VM. Your new appointment details are displayed. I have successfully charged them £20. after 3 days an engineer turned did up, a line test and the service started working, 10 minutes later a different engineer turned and we told him it was working and so he went home. PO Box 4014. I've read these forums, and tried performing a reset of my hub twice and I have tried uninstalling and reinstalling the Virgin Media Connect app from my. This happned to me today. If it's more than just digging a small trench beneath grass/soil then there's a fair chance your installation may not be able to go ahead on the day and have to be rearranged until a suitable method can be agreed and preparations made. We would like to show you a description here but the site won’t allow us. However, yet again, even though they had rescheduled the appointment to today, 2nd of March 2023, with utmost assurance. At the same time my Virgin fibre broadband stopped working. Sorry to hear your phoneline is not working. No one ever calls back. At a PayPoint or Post Office. The engineer who came to our area seemed very shifty when I asked him if it was a network problem. In response to Anonymous User's comment. i've called up five times today and every time been promised a call back from with an engineer or a manager but have heard nothing. I called Plusnet helpline and they said they couldn't contact the engineer either. Hi @nickygalea, We have a dedicated page on our Community Forums along with a page with more details on our website for further information, but essentially what the switchover means is that your landline service will instead operate via your broadband router using. I can’t book an engineer online as it says I need to have had an online check first. . I've got a new installation of Virgin Media (installed by an engineer yesterday) with a new Hub 3. . Best,Sorry the self care checks didn't make a difference. Thanks for coming back to via private message to confirm your information. Get our superfast unlimited fibre broadband. 12. deleted (deleted) Fri 17-Dec-21 13:30:06: Re: Joined talktalk fiber 65 engineer hasn't turned up. TV on the go. TV. I had an engineer booked, came home from work specially and found he'd turned up ten minutes early, left a card and gone. Ring customer services and check to see if theres been a signal fault in your area etc and ask if an engineer has been issued a job ticket to attend your premises and if not dont bother answering the door as it could be a rogue vm trader. It's a decent yardstick for most circuits. Thanks for your post on our Community Forums @Dazza4481, and a very warm welcome to you! Sorry to hear of the issues you're experiencing with the services. We had the pack sent to us and have attempted to set it up ourselves. Networking and WiFi. on 16-10-2022 19:44. I…In response to rolandjp. She told me they had but offered no apology for their lateness. Why is it so hard. Phone. It’s run through from the basement and is incredibly rusty so I think the best option moving forward is having a virgin media wall socket installed which obviously requires an engineer. A virgin media engineer made a mess of my wall during installation. The engineer visit was booked in for today and was confirmed by text. To cancel an engineer appointment, sign in to your My Virgin Media account or the app and find your appointment. This was booked 3-4 weeks ago due to some workmen cutting through the cable, taking my Gig1 broadband down to ab. Options. £26. First someone will come to run a cable from the road. When I try to make an account online, it says 'opps we've run into a problem'. When I tried to call customer services they were useless. Anyone else have this problem and how was it resolved? We would like to show you a description here but the site won’t allow us. Options. I need a link or phone number to book an engineer I'm getting nowhere fast and my patience is wearing thin with virgin. You can be confident that we will do everything we can to ensure that it is put right. I admit I got a bit irrate at the operator at 17:30 when I called not only did he tell me there was no record of an engineer. Tudor. I ordered my home start setup kit approximately one month ago which arrived today. Once he finished doing that, he then left advising me to restart my router and the Internet should be back up and running. During the hub 5 installation process the virgin media engineer stated that the virgin media wifi cable lines werent even on their system and that they weren't working properly as even had problem setting it up. My thinking now is that you bill the Neil Berkett £60. Hi I ordered broadband, home phone and apple 4k TV about a month ago. Updated on 25/08/23 by Abby_OVO. My date for the service to start is December 24th. I do not work for VM. Although my online account says that an engineer turned up and everything is working! My advise if you have an existing connection for a router in your house don't take time off work to wait for an engineer, just wait until the next day and plug the router in yourself. Want to post how awful service Virgin media provide 15/02/2022 - is when when my Internet go live date was. I thought you couldn't have a 360 and a V6 running on the same account at the same time. Broadband & phone. I appreciate what you've said as we're always looking at ways to be better. Not a big issue but as my daughter had some online exams planned and had revision to do. After my Sky HD box started not recording, or rather not recording after the end of programs I am recording, I called Sky ad they promised an 'engineer' would call this moring betwen 8 and 1. The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied. Hub4 flashing green constantly (modem mode) e. Who are these external contractors they are using for the contract pull and why have they not managed to turn up for 5. Once this was recognised by VM then all individual engineer appointments in the area concerned will automatically have been cancelled. There should be an omnibox, often brown or gray, on the outside of the premises, try tracing the cable/s from it. If that's the case then you'll still definitely have the usual landline set up until then, but once the date passes it will go inactive. Options. Tudor. Very Insightful Person. Networking and WiFi. 3. During their attempt to drill a hole in an illogical location, they managed to get pen and dirt marks all over the wall which do not come off— not to mention the hole of the failed drill attempt. 24 per missed appointment if your engineer does not turn up or cancels with less than 24 hours' notice. Browse Virgin Media Virgin Media Community. Monday to Friday 9am to 6pm and see if you can get. External work not completed in Networking and WiFi 3 hours ago; I have placed an order and had no confirmation of my purchase in QuickStart, set up and connections 7 hours ago; Damaged cable and unusable service. You can wait on this forum for a VM staff member to respond - which may take a couple of days. Then take the very well worn path to Ombudsman Services. £9. Joining in. You may also be charged a £25 fee if you want a change to the setup of our services in your home. The brown box outside is all broken, please see the photo. 10. Gaming Support. So today I had a Virgin media engineer out to my house today to try and sort out the countless problems with my broadband. Is this the situation now and if so who takes responsibility? Thank youThank you for letting us know the outcome to this.