virgin media cable was cut by engineer to get next door connected. should i have to pay £40 setup costs?

The cable to my house was cut to get next door online, I paid the £40 setup costs because there is no box inside my house to connect the router to. The engineer then said another virgin engineer has cut the cable to get next door connected and there should have been a message on the system when I called to get connected. Should I have to still pay the £40?

25 Comments

I'd say not, worth a phone call to them

no way get on the phone to them

Tell them you are disgusted you are out of service. You should not have to pay and should get at least £20 off your next bill for the inconvenience it has caused.

Just get the lazy engineer to rod/run another line. It's a pretty lame excuse not to connect you unless it's massively awkward to run it. I would say you don't pay for the work until it's done.

vinsona85

The cable to my house was cut to get next door online, I paid the … The cable to my house was cut to get next door online, I paid the £40 setup costs because there is no box inside my house to connect the router to. The engineer then said another virgin engineer has cut the cable to get next door connected and there should have been a message on the system when I called to get connected. Should I have to still pay the £40?



Are you a new customer paying £40 for a new line to your property, or were you an existing customer and your service has been interrupted due to the cable being cut?

Definitely not, get on the phone and ask for credit to be added to your account for service being disrupted.

Quite common by some of their contractors.

Complain and tell them to install a new line

Original Poster

kester76

Just get the lazy engineer to rod/run another line. It's a pretty lame … Just get the lazy engineer to rod/run another line. It's a pretty lame excuse not to connect you unless it's massively awkward to run it. I would say you don't pay for the work until it's done.



The virginMedia engineers cant do this, they use another company to pull new cable - so have to wait until the 3rd Nov to officially get my own connection.
Edited by: "vinsona85" 19th Oct 2016

Original Poster

andynicol

Are you a new customer paying £40 for a new line to your property, or … Are you a new customer paying £40 for a new line to your property, or were you an existing customer and your service has been interrupted due to the cable being cut?



New customer - first time with Virgin.

Original Poster

simonhawking

Quite common by some of their contractors. Complain and tell them to … Quite common by some of their contractors. Complain and tell them to install a new line



They are installing new line but not sure why i should have to pay the £40 - ill give them a call/chat and see what my options are. Not sure why i should have to pay inorder to get online.
Edited by: "vinsona85" 19th Oct 2016

Original Poster

So i called and VM policy is if an engineer is called out for any reason, whether that be because of an issue inside or outside the house then a fee of £40 is charged. (So unlike BT who only charge if the issue is inside the property). They did credit me £20 so happy with that.

vinsona85

New customer - first time with Virgin.



Paying an installation fee is normal with them, the fact they cut/re-routed a cable makes no difference, even if cable was intact they would have still charged you the installation fee.

Presumably the fee was known to you when you agreed to the contract with them....?

vinsona85

They are installing new line but not sure why i should have to pay the … They are installing new line but not sure why i should have to pay the £40 - ill give them a call/chat and see what my options are. Not sure why i should have to pay inorder to get online.



​Complain and keep getting it escalated. They'll drop the fee.

Original Poster

andynicol

Paying an installation fee is normal with them, the fact they … Paying an installation fee is normal with them, the fact they cut/re-routed a cable makes no difference, even if cable was intact they would have still charged you the installation fee.Presumably the fee was known to you when you agreed to the contract with them....?



Well I initially paid the installation fee during the online order process as I do not have a connection box inside the house so I could not just opt for the quick setup kit (or whatever it's called). My arguement was I had no option to pay for an engineer to come out. I was categorically told that VM policy is if for any reason an engineer is called out, the customer has the pay. Ridiculous policy but what can we do...

Edited by: "vinsona85" 19th Oct 2016

Original Poster

simonhawking

​Complain and keep getting it escalated. They'll drop the fee.



Spoke on chat and on phone all they could do was credit me £20. It's not worth the time and effort to try and get another £20 off them (I realise this is why they play hardball in the hope the customer gives up/accepts)

Edited by: "vinsona85" 19th Oct 2016

You're a new customer, and having to pay a fee for installation, which is normal.

You're service hasn't been interrupted as such, as there are no services at the moment.

You're main, and only gripe, is the delay on installation.



I phoned up a tradesman to do some work in the house, he's busy until November, do you think he'll do the job cheaper because he's left me waiting..?


This is todays society though, stamp your feet and expect money off/back.

Yes, you're upset due to the delay, either take it on the chin, pay the installation fee, as you agreed to, and wait for install, OR take your business elsewhere and find a new supplier who can install sooner....






Edited by: "andynicol" 21st Oct 2016

Original Poster

andynicol

You're a new customer, and having to pay a fee for installation, which is … You're a new customer, and having to pay a fee for installation, which is normal.You're service hasn't been interrupted as such, as there are no services at the moment.You're main, and only gripe, is the delay on installation.I phoned up a tradesman to do some work in the house, he's busy until November, do you think he'll do the job cheaper because he's left me waiting..?This is todays society though, stamp your feet and expect money off/back.Yes, you're upset due to the delay, either take it on the chin, pay the installation fee, as you agreed to, and wait for install, OR take your business elsewhere and find a new supplier who can install sooner....



Completely wrong. They are supposed to be providing a service. The service being provide my house with a broadband connection. I want to get online and I can't because it's impossible as there is no cable to my house as a result I am paying for someone from their company to come along and fix the cable to provide a service they should be providing. Let me give you another example. I go to a car dealership to buy a car, their service is to provide me with a car that I can drive away but they haven't put any petrol in the car, and I'm not allowed to put the petrol in the car (like Im not allowed to fix the cable) so they get someone to go get some petrol but I have to pay extra for them to do this. Why should I have pay for someone to put the petrol in...


Edited by: "vinsona85" 22nd Oct 2016

I think I get it now but do please tell me if I have things wrong.
1. Sometime in the past a previous occupant of your property had Virgin Media cable.
2. When you occupied the property, you did not take up immediately a Virgin Media service.
3. Your next door neighbour decides to get Virgin installed and the engineer decides that rather than install a new cable he utilises the unused one in your property.
4. You then subsequently decide to have Virgin installed and are a little peeved that you have to pay for a new installation when you thought it would all have been a little easier/cheaper because of the existence (so you thought) of a cable/connectors already.

Original Poster

tardytortoise

I think I get it now but do please tell me if I have things wrong.1. … I think I get it now but do please tell me if I have things wrong.1. Sometime in the past a previous occupant of your property had Virgin Media cable.2. When you occupied the property, you did not take up immediately a Virgin Media service.3. Your next door neighbour decides to get Virgin installed and the engineer decides that rather than install a new cable he utilises the unused one in your property.4. You then subsequently decide to have Virgin installed and are a little peeved that you have to pay for a new installation when you thought it would all have been a little easier/cheaper because of the existence (so you thought) of a cable/connectors already.



Spot on.

vinsona85

Completely wrong. They are supposed to be providing a service. The … Completely wrong. They are supposed to be providing a service. The service being provide my house with a broadband connection. I want to get online and I can't because it's impossible as there is no cable to my house as a result I am paying for someone from their company to come along and fix the cable to provide a service they should be providing. Let me give you another example. I go to a car dealership to buy a car, their service is to provide me with a car that I can drive away but they haven't put any petrol in the car, and I'm not allowed to put the petrol in the car (like Im not allowed to fix the cable) so they get someone to go get some petrol but I have to pay extra for them to do this. Why should I have pay for someone to put the petrol in...



So what I said is correct ;

Your a new customer, and as such your service hasn't been interrupted (which most posters seem to think), standard policy for new customers is to pay an installation fee, (I'm presuming here of course, but surely you've agreed to pay said costs?).

So your main and only gripe is the delay in the installation, like I said earlier - take it on the chin or arrange a different supplier who can install quicker.

p.s. bear in mind that the cable which has been re-routed to your neighbours may not be suitable for the services you are looking for...?

p.p.s. your car scenario is nowhere near similar, what you could have compared it to was ;

The previous occupants of your property hire a car,
they've left it on the driveway awaiting collection when they vacated,
your neighbour then takes over the hire of the car,
you then attempt to hire the car but can't as your neighbour is hiring it,
hire company arrange for a new one for yourself at the next available date

andynicol

Your a new customer, and as such your service hasn't been interrupted … Your a new customer, and as such your service hasn't been interrupted (which most posters seem to think), standard policy for new customers is to pay an installation fee, (I'm presuming here of course, but surely you've agreed to pay said costs?).So your main and only gripe is the delay in the installation, like I said earlier - take it on the chin or arrange a different supplier who can install quicker.



I believe his complaint was that he was under the impression that he had a definitive price for installation but that it turned out to be £40 more because something that should have been recorded on Virgin's system wasn't.

I've never signed up to Virgin so I don't know what the T&Cs regarding installation quotes are but your first stop is definitely to re-read the information you were given to see whether the installation cost was an estimate or a fixed amount.

EndlessWaves

I believe his complaint was that he was under the impression that he had … I believe his complaint was that he was under the impression that he had a definitive price for installation but that it turned out to be £40 more because something that should have been recorded on Virgin's system wasn't. I've never signed up to Virgin so I don't know what the T&Cs regarding installation quotes are but your first stop is definitely to re-read the information you were given to see whether the installation cost was an estimate or a fixed amount.



The OP has said in the opening post to this thread ; 'I paid the £40 setup costs because there is no box inside my house', then queried whether this should be paid as the cable had been cut/re-routed.

At no point has the OP queried any extra cost(s) involved, only referring several times to the £40, which he/she clearly agreed to pay from the first instance.

What I can't get is that irrespective if the cable was cut/re-routed or even able to be utilised, the £40 cost was always going to be applied to the OP as a new customer.

Very few, if any, suppliers offer free installation, certainly in my experience anyway, I think the OP is very lucky to get the £40 installation charge reduced to £20.





Edited by: "andynicol" 22nd Oct 2016

Original Poster

vinsona85

So what I said is correct ;Your a new customer, and as such your service … So what I said is correct ;Your a new customer, and as such your service hasn't been interrupted (which most posters seem to think), standard policy for new customers is to pay an installation fee, (I'm presuming here of course, but surely you've agreed to pay said costs?).So your main and only gripe is the delay in the installation, like I said earlier - take it on the chin or arrange a different supplier who can install quicker.p.s. bear in mind that the cable which has been re-routed to your neighbours may not be suitable for the services you are looking for...?p.p.s. your car scenario is nowhere near similar, what you could have compared it to was ; The previous occupants of your property hire a car, they've left it on the driveway awaiting collection when they vacated, your neighbour then takes over the hire of the car, you then attempt to hire the car but can't as your neighbour is hiring it,hire company arrange for a new one for yourself at the next available date



And then charge extra?


Edited by: "vinsona85" 22nd Oct 2016

Original Poster

andynicol

The OP has said in the opening post to this thread ; 'I paid the £40 … The OP has said in the opening post to this thread ; 'I paid the £40 setup costs because there is no box inside my house', then queried whether this should be paid as the cable had been cut/re-routed.At no point has the OP queried any extra cost(s) involved, only referring several times to the £40, which he/she clearly agreed to pay from the first instance.What I can't get is that irrespective if the cable was cut/re-routed or even able to be utilised, the £40 cost was always going to be applied to the OP as a new customer.Very few, if any, suppliers offer free installation, certainly in my experience anyway, I think the OP is very lucky to get the £40 installation charge reduced to £20.



No other costs involved..

If the issue was just inside the house I was 'happy' to pay the costs as at some point VM have done all they could do. They have a working cable to my house providing a fibre optic broadband connection. I then want to join to VM so they need to come into my house and do whatever they need to do to get me online..fine.

So it appears that many of you seem to be happy to sign up to a service, a service you then cannot get and then are willing to pay extra charges to get it..fair enough pay them.
Edited by: "vinsona85" 22nd Oct 2016

vinsona85

And then charge extra?



vinsona85

No other costs involved.. If the issue was just inside the house I was … No other costs involved.. If the issue was just inside the house I was 'happy' to pay the costs as at some point VM have done all they could do. They have a working cable to my house providing a fibre optic broadband connection. I then want to join to VM so they need to come into my house and do whatever they need to do to get me online..fine.So it appears that many of you seem to be happy to sign up to a service, a service you then cannot get and then are willing to pay extra charges to get it..fair enough pay them.



But at no point you've stated you've incurred 'extra charges'.

You've stated the £40 was an installation charge as a new customer.

I really don't get what the problem is, other than the installation delay.

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