I have a 360box with which I have had long term problems with. Have had several free engineer visits which at the time fixed the problem. But yet again there is a another problem which meant I had to spend several hours rebooting the box which still needs fixing and so an engineer is coming tomorrow.
It appears Virgin are going to charge me £25 for this visit WHY???
You'd posted in the "chatter & natter" section of the forum which isn't generally monitored, it's now been moved to the account section which is.
£25 is the standard charge for a "non-fault" callout - what makes you think VM "are going to charge"? Mentioning the charge is part of the standard CS script when a visit is booked, but I believe it's the tech who gets the final say.
Yes I did have a visit from Virgin and you're quite correct there was no charge involved as it was a genuine fault.
Forum TeamHi Tricia7 👋.
Thanks for reaching out to us and welcome to the Community Forums. The engineer callout charge is a flat fee of £25 in the event of the engineer attending and you may not be present at the time of his arrival or for a number of other reasons, such as something that is not a fault of Virgin or something that can be repaired or resolved without the aid of an engineer. The charge is decided by the engineer if what they were called out for is or is not valid.
Sabrina
Thank you Sabrina the engineer called today and explained about the possible charge of £25 and that as mine was a genuine fix he would report it as such so no cost to me.
