Forum Discussion

shellfitzy's avatar
shellfitzy
Joining in
10 months ago

Green screen on tv says serious problem with dvr!

Green screen on television says serious problem with dvr! They are sending out a technician but didn't warn me they were going to charge £25! Why do we have to pay for them to replace broken equipment can't they just send out a new box for free! Never had they with any other supplier

2 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    10 months ago

    shellfitzy 

    The £25 charge (which won't apply in your case as it's a normal fault with VM equipment, unless there is nobody at home for the tech appointment) is part of VM's Terms & Conditions which they need to remind you about. Most engineers’ visits are free of charge, in the below instances there would be a charge of £25:

    • The customer is not present for the engineers visit (aka a missed appointment).
    • The fault is due to customer's own equipment.
    • The fault is due to damage caused by someone at the customer's premises which we were not aware of.
    • The fault is due to theft, loss, or removal of equipment.

    You aren't therefore being charged to replace broken equipment.

    It's generally quicker to send out a technician than to send out replacement equipment.  The tech visit would also check the signal levels etc for you to ensure everything is optimal. 

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

    Hi there shellfitzy 👋 Welcome to our forum and thanks for your post 😊

    Sorry to see you're having this fault with your TV service. I'll be happy to help arrange an engineer for you if needed. I'll pop you a PM to confirm your details.

    Regards

    Nathan