Has anyone ever been hit with a £99 engineer visit fee?

[flynnsmum123]

i had an engineer visit on the 29th july for my broadband, all he did was check the caballing was correct and replace the superhub and left only for me to find out i had no internet at all because he set it up wrong

 

jump forward today,cut off because im over my credit limit because of a £99 fee for his visit? i wasnt told of this when i phoned or i wouldn't have booked a visit because i can't afford it but the notes on my account supposedly say i was told.

 

so ill have no service for 2weeks because they want £200 to put my services back on and i don't get paid for another 2 weeks,(my bill isn't due til 11th sept) but of course i'll be charged for these 2 weeks service i didn't use.

 

ive just written a 4 n a half page complaint letter since thats the only way they will investigate a complaint or thats what i was told anyway.

 

i am livid!

 

come november i am off back to sky,they don't have as good internet etc but i never had appalling service like that with them.

 

anyone else heard of or had this fee? who else can i contact?

 

TIA

[Surfer01]

If the engineer replaced the Superhub that would indicate that there was a fault with their equipment so not sure how they can charge? Does the Superhub belong to you and is it under warranty? As you had no service after he left, obviously he did something wrong. How was this rectified?

[flynnsmum123]

If the engineer replaced the Superhub that would indicate that there was a fault with their equipment so not sure how they can charge? Does the Superhub belong to you and is it under warranty? As you had no service after he left, obviously he did something wrong. How was this rectified?

 

i assumed he replaced the superhub because that was part of the problem but nothings changed. the equipment is theirs,we just rent so if anything is broken it gets replaced for free. he didn't set the superhub up correctly to receive the signal from the d-link modem so that was another phonecall to tech support. lost count the amount of times ive spoken to them over the course of 6ish months.

 

i asked on the phone this morning what the £99 actually covers,is it just for the engineer to visit me or for work carried out and i was told it would be for relocating boxes,re-wiring things like that. im going to phone again for clarification why someone would be charged for the visit.

 

i was under the impression that engineer visits were free,thats what i was told when i joined anyway and was part of the reason i left sky,i couldn't risk a £60 fee if one of the kids wrecked the boxes

[ashmk]

Get on Twitter and complain. Bet they sort it.

[Surfer01]

i assumed he replaced the superhub because that was part of the problem but nothings changed. the equipment is theirs,we just rent so if anything is broken it gets replaced for free. he didn't set the superhub up correctly to receive the signal from the d-link modem so that was another phonecall to tech support. lost count the amount of times ive spoken to them over the course of 6ish months.

 

i asked on the phone this morning what the £99 actually covers,is it just for the engineer to visit me or for work carried out and i was told it would be for relocating boxes,re-wiring things like that. im going to phone again for clarification why someone would be charged for the visit.

 

i was under the impression that engineer visits were free,thats what i was told when i joined anyway and was part of the reason i left sky,i couldn't risk a £60 fee if one of the kids wrecked the boxes

If it is rented and you did not cause any damage, there is no ways they should be charging you. Although I have my moments with Sky, over the past 6 months we have had several visits, but have never been charged a call out fee. If I knew I had to pay for repairs to faulty rented equipment, I would drop the service and look elsewhere.

[flynnsmum123]

Get on Twitter and complain. Bet they sort it.

 

do they have twitter? i'd have no idea how go on the offensive in 140 characters. any tips?

 

If it is rented and you did not cause any damage, there is no ways they should be charging you. Although I have my moments with Sky, over the past 6 months we have had several visits, but have never been charged a call out fee. If I knew I had to pay for repairs to faulty rented equipment, I would drop the service and look elsewhere.

 

im on the phone trying to get clarification now but i've had to explain like 5 times already why im calling and he just doesn't get it so i don't expect an answer.

 

guessing the isn't a virgin media rep on here?

[flynnsmum123]

found this as a bit of an explanation,stlll dont get it.

 

http://community.virginmedia.com/t5/Other-Queries/Engineer-fee-for-fitting-router/td-p/1444970/page/2

 

its their equipment, under warranty which shouldn't matter as its theirs not a third party. im lost. tweeted them so will see what reply i get