{"id":31376,"date":"2022-06-20T11:55:41","date_gmt":"2022-06-20T10:55:41","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=31376"},"modified":"2022-06-21T07:10:15","modified_gmt":"2022-06-21T06:10:15","slug":"25-missed-appointment-fee-angers-virgin-media-uk-customers","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2022\/06\/25-missed-appointment-fee-angers-virgin-media-uk-customers.html","title":{"rendered":"\u00a325 Missed Appointment Fee Angers Virgin Media UK Customers UPDATE"},"content":{"rendered":"

Customers of fixed broadband ISP Virgin Media<\/a> UK (VMO2) reacted angrily over the weekend after several newspaper reports (e.g. Mirror<\/a>) criticised the provider for its so-called “doorbell tax<\/em>“, which hits you with a \u00a325 one-off charge if their engineers show up for a scheduled appointment and nobody answers the door.<\/p>\n

On the one hand, it’s easy to see why such a charge might be greeted negatively, particularly as some people could easily take longer than others getting to the door (e.g. disability, being on the toilet or being at the wrong end of the garden etc.). A bit more patience is often required from the visiting engineer and perhaps a quick call to the customer’s mobile and home phone number, which doesn’t always happen.<\/p>\n

On the other hand, being hit with a missed appointment fee is nothing new, either in this sector or many others (e.g. Vodafone<\/a> charges \u00a3110, John Lewis (Broadband) charges \u00a350 and TalkTalk<\/a> charges \u00a340). We’ve even seen some ISPs (e.g. Premier Choice<\/a>) that will charge as much as \u00a3130 if you’re not home when an engineer arrives. Ouch.<\/p>\n

In addition, Virgin Media<\/a> are also members of Ofcom<\/a>’s Automatic Compensation<\/strong> scheme, which pays customers \u00a38.40 per day for delayed repairs, \u00a326.24 for missed appointments (i.e. when they don’t show up) and \u00a35.25 per day for a delay to the start of a new service (here<\/a>). Furthermore, when booking an appointment, customers are usually forewarned about the \u00a325 charge.<\/p>\n

However, we have seen some customers complain that Virgin aren’t the best at paying out compensation themselves when their engineers are at fault for missing an agreed appointment, which is something that customers should raise with their ISP via a complaint (assuming the ISP is a member of Ofcom<\/a>’s scheme).<\/p>\n

A Spokesperson for VMO2 said:<\/strong><\/p>\n

“Unlike many other providers, all our customers benefit from service and repairs at no extra cost – even if we need to send out an engineer.<\/p>\n

Charges for missed appointments are common across the industry to ensure we best serve all customers and we\u2019re proud that our charges are amongst the lowest in the market.”<\/p><\/blockquote>\n

In many ways, the reporting around this issue feels a bit like a storm in a teacup. The reality is that Virgin’s charge isn’t huge by comparison to many of their rivals and, if they didn’t make such a charge, then they’d still need to recoup the cost of missed appointments from somewhere (i.e. this would most likely end up resulting in even steeper price rises to monthly rentals).<\/p>\n

We should point out that ISPs on Openreach<\/a>’s network will usually fix faults at no extra cost too, provided that the problem is within the network operator’s own realm, otherwise a Special Fault Investigation<\/strong> (SFI) charge may be levied and that can cost into the \u00a3100+ territory.<\/p>\n

UPDATE 21st June 2022<\/strong><\/p>\n

We’ve had a quick comment from one of Vodafone<\/a>’s spokespeople: “Although we reserve the right to charge customers if they miss an engineer appointment, Vodafone<\/a> does not currently charge. We continuously review our policies to help our customers avoid missed appointments<\/em>.” Vodafone are also a member of Ofcom<\/a>’s compensation scheme.<\/p>\n","protected":false},"excerpt":{"rendered":"

Customers of fixed broadband ISP Virgin Media UK (VMO2) reacted angrily over the weekend after several newspaper reports (e.g. Mirror) criticised the provider for its so-called “doorbell tax“, which hits you with a \u00a325 one-off charge if their engineers show up for a scheduled appointment and nobody answers the door.<\/p>\n","protected":false},"author":1,"featured_media":31377,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[32,475],"class_list":["post-31376","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-o2","tag-virgin-media"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\n\u00a325 Missed Appointment Fee Angers Virgin Media UK Customers UPDATE - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Customers of fixed broadband ISP Virgin Media UK (VMO2) reacted angrily over the weekend after several newspaper reports (e.g. Mirror) criticised the\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2022\/06\/25-missed-appointment-fee-angers-virgin-media-uk-customers.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u00a325 Missed Appointment Fee Angers Virgin Media UK Customers UPDATE - 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