We need to move the TV and tvo box upstairs which will be on road level. The main connection box is at that level but we will need a new connection made to room on other side of wall. According to help line we will be charged a one off fee of £99 which for a small job of fitting a connection box seems ridiculous. My 86 year old father being discharged from hospital after recovering from covid and being a customer of virgin for 18 years should be treated better. We are considering leaving virgin because of this.
Look, no one wishes to add to the difficulties that people are experiencing and no one is more sympathetic on this public Forum to people who are ill, but the VM charge for a non-fault call out is not unreasonable. If you have a fault with your system the call out is free. In fact if your equipment is broken the replacements are free. But moving a connection is not a simple matter. It requires the use of specialist cabling both outside and inside the house and a high degree of skilled tech time to rebalance the signal levels to keep the service running and not interfere with the whole of the network segment that others are connected to. So the comparison you draw is false. It is not a simple job. I have been a cable customer for more than 30 years and I wouldn't expect VM to do this kind of work for free and load the costs onto everyone else's prices for what is not essential work.
You'll need to contact VM direct to arrange the work if you want it done. 150, 0345 454 1111 or send a text message as described here:
One further word of advice if you are tempted to have the work done other than by VM. VM can detect noise ingress into their circuits from unauthorised tampering. They will charge you to put it right. They will charge you to compensate other customers if their service is badly affected by this and ultimately they can refuse to supply you with any service at all.
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