Engineer call out charge

[Dublinerdoyle]

Hello Hive, 

I recently had a call out to our tv box that sounded like it was going to take off which was replaced. I arranged this during live chat (which I have the screenshots from) and at no time a call out charge was mentioned during the interaction. I have received my next bill with this £25 charge. I believe this to be unfair as it was not mentioned to me before agreeing to this. Can anyone help? 

[Kath_F]

Hi Dublinerdoyle, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been charged for an engineer visit and you were unaware of this. I've been unable to locate your account and based on your username, I'd just like to confirm, are you a Virgin Media Ireland customer? 

We're only able to deal with UK customers via this Forum. If you have X, you can try @VirginMediaIE or if not then these are the contact options you'd need here.

If you are a UK Residential customer then pop back to let us know and we can then help further. 

Thanks. 

[Dublinerdoyle]

Hi Kath. 
I’m located in the UK. Do you need an account number? 

[Dublinerdoyle]

I have popped a private message 🙂 

[Kath_F]

Hi Dublinerdoyle, 

Thanks for coming back and confirming that you're a UK customer. This is certainly something we can help with in that case. 

Going forward, I would ask you not to PM any Forum team members unless we've sent you a message first. In this case, as we do need to move to PM, I will reply via there so we can grab some details, pass security and help further 🙂

Thanks, 

[Kath_F]

Hi Dublinerdoyle, 

Thanks for sticking with me via private message on this one. 

I'm glad I was able to help you get things resolved. 

You know where we are if you need any further assistance 🙂

Take care,