£25 Technician charge to fit cover thats blown away

[thomas20189]

Hi,

A few days ago we noticed that the cover that was on the outside wall (covering the cable into the bedroom wall) had blown off leaving the wire exposed and a hole for damp. 

Last night we rang Virgin and were told they would book an technician to come out and that we would be charged £25 for this! The cable is not damaged. All thats needed is another cover. We would fix this ourselves however we do not have the equipment or ladder to reach that high.

I have attached photos of what is required. A square white ish box to cover the wall cable going into the bedroom,

Can someone on here help? As we are disgusted and have never been charged before. Broadband is working fine but want this fixing. This email will not match with the account as the account holder had problems trying to register the main email address on this site. If someone from Virgin could send me a message to answer security please

[Tudor]

From what I can see in an enlarged picture is that the cable just goes through the wall. There was not an omnibox there before, just a box cover stuck to the wall, probably by the install technician because they made a ‘pigs ear’ of drilling through the wall. It just needs some cement rendering over the hole, no need for a box cover. VM should correct this due to the bad original install and not charge you. You had best wait for a vm staff member to get to your post in 2 or 3 days, you will never adequately explain this to customer services. 

[thomas20189]

Thanks for the response.Yes it was incredibly difficult trying to explain this over the phone. I will wait until someone from Virgin contacts me directly over the forum. Does this normally take a few days? Technician is not coming for over a week anyway

[Adduxi]

It was probably one of these that was just stuck to the wall with silicone.

Qty 1 – White External Brick Buster Plate - Cable Outdoor Wall Entry Tidy - Cover Satellite/Coaxial/...

[thomas20189]

Yes most likely. Can someone from Virgin Media please help?

[Tudor]

VM process posts in order and it takes 2 or 3 days to get a response. 

[Matthew_ML · Accepted solution]

Hey thomas20189, thank you for reaching out and I am so sorry to see the cover has blown off.

I would be more than happy to take a look into this for you and get this resolved.

I am going to send you a PM to get this looked into, please look out for the purple envelope. Thanks 

[thomas20189]

All sorted. Thank you! And there should be no charge.

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[Ashleigh_C]

Thank you @thomas20189 so glad to see this has been resolved for you! 

If you do need any help in the future please do pop back to the forums and we will do all we can to help!