Forum Discussion

shellfitzy's avatar
shellfitzy
Joining in
2 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

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 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
    Forum Team
    2 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