Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your install – you can check and amend the date and time of your appointment via your online account.
There will be no charge for this visit 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.
this is a quickstart install that there is said to be no internal connection - why would the above be necessary to state - its not a fault - are VM now saying if the cables are there and the NEW customer has made a mistake in not understanding how cables are connected then they will charge them £25
even the £25 missed appointment charge is a bit OTT were it to happen - not a very welcome start or message for a new customer who is not even online yet