£25 charge for replacement box

[nuttyslack]

Hi,

Had to ring today to have one of our v6 boxes replaced due to hd failure,green screen of death/endless reboot, only to be told it's £25 to have a replacement installed we have never been charged to replace a dead box before, why is this ?

My dad who is 86 now can't record anything until the box is replaced on the 23rd may, I hope that we get a bill reduction for being without a service for a week.

The person I spoke to also said we are out of contract since August 2023 and tried to sell us a better package, checked our contract and it says expires august 2025, was he trying to earn commission or get us to pay more ?

I thought as loyal customers who have been with you since ntl days and always on the top package that we this charge would be waived.

Thanks

[japitts]

The £25 is a standard charge where there's no fault found or if the visit is requested to move equipment. This should never be imposed when there's a fault with VM's kit - but I suspect CS agents (especially offshore) need to read the script out to cover themselves.

There's no automatic compensation for TV services, but once your box has been replaced you can certainly ask for a pro-rata loss-of-service credit on the TV part of your package.

[Cardiffman282]

There should be no charge. I'm sure the VM forum team will help sort things out. 

[nuttyslack]

Thanks for the replies so far, hopefully a VM team member will reply in due course.

[nuttyslack]

Just checked on my virgin media webpage, they have got it listed as services ordered - broadband, never even mentioned a problem with the broadband, mentioned TiVo V6 box with a hard drive failing/failed !!!

[John_GS · Accepted solution]

Hi @nuttyslack 

Thanks for posting and welcome back to the community.

Sorry to hear of the issue with the box and the confusion over the charge.

I'll send you a PM now to assist further.

[nuttyslack]

Thank you for the PM's 🙂

Engineer is coming on saturday now, which is much better, will report back when they have been.

[nuttyslack]

Thanks to Ian, VM engineer, it was all sorted in about 20mins, even adjusted our broadband as it was slightly out of spec.

Hopefully should be good for a few more years now, we have 3 V6 boxes and it was the newest one with the least amount of usage that failed :-s

[Ayisha_B]

Thanks for the update @nuttyslack 

We're so pleased to hear this. 

Have a lovely weekend 🌞