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mark_e_donaldso's avatar
mark_e_donaldso
Joining in
13 hours ago

Call out charge for a replacement box?

I have just noticed a £25 additional fee has been applied to my bill for a call out charge.
The engineer found that my box had a fault (hard-drive) and replaced it with a new box. At no point was any kind of charge mentioned.
I’m extremely unhappy about being charged for an engineer visit / the replacement of faulty VM equipment.
Is there a complaint process where I can request a refund?

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2 Replies

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 hours ago

    Hi mark_e_donaldso, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've been charged a call out fee, even though the fault was in relation to your VM equipment. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

    I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks,