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phonky123's avatar
phonky123
Joining in
11 months ago

Engineer did not turn up

My landline is not working (no dial tone). I spent a long time on chat yesterday  and they arranged for an engineer to arrive today between 12:00 -> 16:00

No engineer arrived, I had no email or phone/txt msg on my mobile phone to say they cancelled.

I had to rearrange my whole day to make sure I was in for the engineer.

Is there an easy way to re-arrange the appointment, or do I have to spend another hour on chat ?

The person on chat said I get charged £25 if I'm not here, does this work both ways? Can I charge VM for my wasted time?

Not very happy about the poor service

 

 

3 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    11 months ago

    Yes, you can get compo for a tech no-show

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    to the tune of a mighty £30.94 if VM said you had to be in and no one showed up.

    Have you checked for any known faults in the area? Try the automated service status number 0800 561 0061 to check.

    VM's mangled systems do allow a tech to be booked but, if a general fault is identified, the tech can be auto-cancelled. VM is supposed to notify the customer if this happens but often does not it seems from many past topics on here.

  • Ashleigh_C's avatar
    Ashleigh_C
    Icon for Forum Team rankForum Team
    11 months ago

    Hi there phonky123 

    Thank you so much for your post and welcome to the community forums, it's great to have you here. 

    I am so sorry that you have faced this issue with your service and thank you again for your post. I am so sorry to hear that this appointment was missed and that you have not yet had your issue resolved. 

    I would be happy to take a closer look into this with you via a private message. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
     

  • Ashleigh_C's avatar
    Ashleigh_C
    Icon for Forum Team rankForum Team
    10 months ago

    Hello again phonky123 
    Thanks so much for your private message and confirming your address, I have now booked you a visit for telephone – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
    There will be no charge for this visit unless:
    • The engineer diagnoses the faults as not being caused by our network/equipment 
    • The engineer discovers that the fault or problem relates to your equipment
    • The engineer discovers that the fault or problem relates to any system that we are not responsible for
    The engineer 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 My VM 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