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Change or cancel an engineer appointment
If you’ve ran a test on your services or contacted us because you’re experiencing a fault with your Virgin Media services, we’ll arrange to send an engineer if we can’t fix things online or over the phone.
You can then easily manage your appointment online if you need to make changes. Once you’ve confirmed your details via our broadband checker, you can view your appointment, change it by picking from the latest available dates and times for the engineers in your area, or cancel the visit if you find the fault has fixed itself.
View, change, or cancel your appointment now
Frequently asked questions
You’ll only be able to book an engineer appointment if we find a fault that we can’t fix online or over the phone.
The best thing to do is run a test on your services to check for any issues. Start by checking the service status in your area for any outages, and then follow the steps from there to test your services for issues in your home.
Not at the moment, no. This is because our engineers may be visiting and spending time at other homes before yours.
If our engineers are extremely delayed or may miss your appointment, they’ll get in touch to let you know.
If you want to double-check your appointment details, manage your appointment by tapping the link below.
Manage your appointment
Yes! You can add a few small notes to the appointment. You might want to tell us how to access your flat, for example, or let us know if there are any accessibility needs that we need to consider (if you’ve not already let us know). Manage your appointment by tapping the link below.
Manage your appointment
You can change your appointment time online, fuss-free. Just tap the link below.
Change your appointment
If you no longer need your appointment because the fault is fixed, you can cancel your appointment online.
If you’re still experiencing the fault, please keep your appointment – you can easily change it online to a date that suits you better.
Manage your appointment
If you miss your appointment or no one over the age of 18 is at home when our engineer arrives, a £25 fee may be charged to your account.
No, as long as someone is at home who is over the age of 18, the account holder doesn’t have to be there.
It’s also a good idea to make sure whoever is at the appointment can explain what they’ve been experiencing to the engineer, if they need more details.
Our engineers always aim to arrive within your time slot, but there’s a chance they may get to you a little earlier or later, due to things out of our control (like bad traffic).
If we can’t visit you on your chosen slot, we’ll get in touch to arrange a new one. This might mean you’re eligible for automatic compensation, but only if you have a home phone or broadband issue. Remember, if you don’t choose a slot on the first available date, this might impact the total amount of compensation we’ll pay.
When a fault appointment has been booked on your account, we’ll continue to monitor your services. If we see that the fault has been fixed, we’ll cancel your appointment and let you know via text or email.
If there’s an outage in your area that we find is causing your issue, we’ll contact you to cancel your appointment so our engineers can fix the root cause of the issue.
Repairs and servicing of Virgin Media equipment come at no extra cost.
If our engineers find the issue is with your equipment and not Virgin Media’s, or if Virgin Media equipment has been damaged or tampered with, you may be charged a £25 fee. You may also be charged a £25 fee if you want a change to the setup of our services in your home.
A £25 fee may be charged if you miss your appointment and aren’t in when our engineers arrive. Make sure you reschedule the appointment if you know you or someone over the age of 18 won’t be home.
No, they’re different. If you’ve got a fault with your services and have an engineer booked, that’s a fault appointment.
An installation appointment is for new customers getting new services installed, or existing customers who have upgraded to include a new service, like TV or broadband, and need new kit or cables installed. It’s always best to choose our QuickStart self-installation kits, but in some situations a visit is needed to get things set up.
We send out different engineers for these two different jobs.