Charging for repair?
Hi, during a recent installation of the 360 TV box and router I found that the set top box wouldn't power on and the router was showing a orange light in lieu of white, although Internet worked fine. I rang Virgin and they said they would send an engineer round to sort it. Great I thought. However this morning I received a text saying I would be charged £25 for the call out. Are they trying it on? Thanks.
There shouldn't be a charge as the set top box won't power on, and will either need the power supply or the set top box changing. The orange light on the hub isn't generally a fault, although it should be white it;s usually just the cheap LED's changing colour, they normally turn to yellow before going orange.
To bne honest it just sounds like the standard VM text, and the info posted of the forums my VM Staff which states" there won't be a charge for the callout unless:
• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. 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.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment"If you do get charged for the visit then come back and Forum Staff will be able to sort this out for you.