How do I manage my Virgin Media technician appointments?

Last updated: October 15, 2018

If you’ve just joined us or if you’re an existing customer waiting for an upgrade to your services and you're expecting an engineer installation for your Broadband, TV and Phone services, you can change your installation date online through My Virgin Media.

If you’re experiencing a fault with your Broadband, TV and Phone services, and you want to cancel or reschedule a technician appointment you’ve previously booked, you can also do this through My Virgin Media.

  1. Register or sign in to My Virgin Media at virginmedia.com/myvirginmedia
  2. Select My Account then click on order tracking
  3. Click on the Reschedule link, and as long as it’s not too close to the order fulfilment date, you can rearrange your engineer visit for another time using the simple calendar tool that displays
  4. Just select your preferred date, and click on Submit. We’ll send you an email confirmation with your new details
  1. Register or sign in to My Virgin Media at virginmedia.com/myvirginmedia.
  2. Your existing appointment details will be displayed at the top of the page. Click on Your Appointments
  3. Click Reschedule
  4. Click on any of the available dates and timeslots to reschedule your appointment
  5. When you’ve picked the date and time you want, click Next
  6. Check or update your contact details, and then click Next
  7. If everything is correct, click Confirm. Your new appointment details are displayed

Note: If you try to reschedule appointment on the same day, or you’ve rescheduled your appointment a number of times, you’ll see a message instead asking you to call in to reschedule.

  1. Register or sign in to My Virgin Media at virginmedia.com/myvirginmedia
  2. Your existing appointment details will be displayed at the top of the page. Click on Your Appointments
  3. Click Cancel
  4. Please select a reason for the cancellation, and then click Continue. (If you change your mind, click Return)

If you want to reschedule your QuickStart kit delivery date, you'll need to text us for free on 0753 305 1809 ^ between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday and a member of our team will be happy to help. It’s quick, convenient and if you text outside our opening hours, our team will pick up your message when they are back in. Alternatively, call us on 150 from your Virgin Media phone or mobile, or 0345 454 1111 * from any other phone. Lines open 8am-9pm Monday to Friday, 8am-8pm Saturday, 8am-6pm Sunday.

^The text is free for Virgin Mobile customers, or will be charged at your mobile provider’s standard rates.
*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.


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