Charging for repair?

[Rob9362]

Hi, during a recent installation of the 360 TV box and router I found that the set top box wouldn't power on and the router was showing a orange light in lieu of white, although Internet worked fine. I rang Virgin and they said they would send an engineer round to sort it. Great I thought. However this morning I received a text saying I would be charged £25 for the call out. Are they trying it on? Thanks.

[newapollo · Accepted solution]

There shouldn't be a charge as the set top box won't power on, and will either need the power supply or the set top box changing. The orange light on the hub isn't generally a fault, although it should be white it;s usually just the cheap LED's changing colour, they normally turn to yellow before going orange.

To bne honest it just sounds like the standard VM text, and the info posted of the forums my VM Staff which states" there won't be a charge for the callout unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician 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"

If you do get charged for the visit then come back and Forum Staff will be able to sort this out for you.

[Kath_P]

Hi Rob9362, 

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 if a recent text you received caused some confusion. As mentioned by newapollo, there are only certain instances where we would apply a £25 charge to the engineer. 

It sounds as though your visit was as a result of our equipment not working and therefore the visit would have been free. 

I can see from this end you cancelled your appointment. I'm hoping this means the issue is resolved although if not, pop back and let us know so we can rebook the appointment for you. 

Many thanks, 

[Rob9362]

Thanks to both for replying. I decided to have a look at the power cable as the 360 box seemed to be dead and found the middle pin on the connector was bent. After managing to straighten it the box fired up no problem, hence the cancellation. Thanks for your help.

[Rob9362]

Thanks for taking the time to reply. The info on the orange light was helpful and I  managed to sort the non working box (bent pin in power connector) so all sorted. Thanks again

[newapollo]

Thanks for updating the thread @Rob9362 

If you do have any further problems just holler.

[David_Bn]

Thanks @Rob9362, do feel free to come back to our Community Forums, if you have any further issues with the equipment or the connection to our services.

Kindest regards,

David_Bn

[Clagmeister]

I returned from holiday today and found my 360 box was showing full (it isn't) and recordings would not play. Live TV could not hold either. I carried out the online diagnostics without success and followed the advice to book a technical visit which is happening  ne t monday. I note the confirmatory email is saying £25 will be charged to my account. Surely that cannot be right .

[newapollo]

Hi @Clagmeister 

The 360 set top box you describe sounds like a faulty hard drive which would be replaced free of charge as it's a box fault.

As per my reply to tjhe OP of this thread

To be honest it just sounds like the standard VM text which says" there won't be a charge for the callout unless you fall into one off the  following:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician 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"

If you do get charged for the visit then come back and Forum Staff will be able to sort this out for you.