Forum Discussion
Hi L30nhart
Thanks for posting and welcome to the community. Sorry to hear of the connection issues but I am glad we've got you an engineer visit.
Whilst I appreciate what you're saying about the £25, this is a standard thing to quote on every fault engineer booking. 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 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.
You are correct as well about the compensation applying, see more here - virg.in/autocomp
I'll send you a PM though to assist further.
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