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Appointment

JayJay13
Joining in

Good morning all

is there a charge if you make an call out / appointment and fail to be there without advising you ?

1 ACCEPTED SOLUTION

Accepted Solutions

goslow
Alessandro Volta

VM has to give you 24 hours notice of a cancelled technician appointment. If not you are due £29.15

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

If you are not home for a booked technician visit, VM will charge you £25

https://www.virginmedia.com/legal/price-guides

See where this Helpful Answer was posted

4 REPLIES 4

goslow
Alessandro Volta

VM has to give you 24 hours notice of a cancelled technician appointment. If not you are due £29.15

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

If you are not home for a booked technician visit, VM will charge you £25

https://www.virginmedia.com/legal/price-guides

Thank Goslow,    We arranged for our equipment to be collected last week and was advised we would get a time slot nearer the date, nothing was given

we rearranged again for yesterday stayed in all day and no one turned up and received an email 9.30pm saying the won’t be coming (email below)

Hello

We're really sorry, but we can't make the appointment to collect our kit today and need to rearrange another date.

We can however offer you a new date, please click the below to see available dates:

Book a new date

Or, if you've moved house, please let us know:

Change address

Here is what you need to return:

Kit Description Serial Number
Set Top BoxArris TiVo® box 1TBAAAX729065460000

If you need to ask a question with regards to your kit return, you can message us via the link below. We aim to get back to you within 3 working days.

 

 

goslow
Alessandro Volta

The compensation payment mentioned above is part of the OFCOM compensation scheme so is to do with technical visits not equipment collection.

There are regular messages on here about VM failing to turn up to collect kit for pre-arranged appointments.

On this page

https://www.virginmedia.com/help/return-or-recycle-equipment

there are links for returning equipment (although obtaining the packaging is also as unreliable as a visit in person). There is also a link for printing a returns label.

A further tip would be to note the serial numbers and MAC address of any equipment you return (which will be on labels on the kit).

If you do get someone to collect, make a note of the date/time it was picked up as well as a unique identifier for the person picking up (van reg. no., company ID badge no., person's name etc.)

If you return via a Collect Plus shop, get a receipt for the parcel(s) with the tracking number on as once you have handed over the gear, that is the only proof you have that you sent it back.

Hi @JayJay13 👋.

Thanks for reaching out to us. Apologies you are still having issues in returning equipment, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device it will be located under your profile icon.

Thanks.

Sabrina