Stolen Virgin TV Box

ANNA BABA · 20-04-2009, 14:04

Hello

Recently we had a burglary and although not much was taken, our Virgin Media box was ripped out from it's shelf under the TV.

When reporting this to Virgin they have been repeatedly using avoidance tactics (..."yes, we'll just find out and call you back tomorrow" - yeah right!) but they have basically eventually said that we will have to pay them Â£250 for a new box.

Our house insurance will not cover it as the box does not belong to us. It was just the basic package box, not the plus one.

My question is: is there anyway to get another box from them without paying big bucks as we only want to continue using their service, and also will they make us pay for the box when we leave them?

Many thanks in advance
Anna

Raistlin · 20-04-2009, 14:08

I'd get a quote from Virgin Media for the replacement box, then I'd send that to your insurance company as part of the claim.

This is a cost that you've incurred as part of a theft that you're (I assume) claiming for. I don't see why your insurance company won't cover it, regardless of whether you own the box or not.

Sir John Luke · 20-04-2009, 14:15

Welcome to the forum. You've raised a very good issue here. I've just checked up on VM T&Cs, and they DO state that it is the customer's responsibility to insure all VM equipment for its full value. If your household insurance won't cover it, I'll bet many forum users (myself included) will be checking their policies! Not sure there is too much you can do about it, but maybe some others may chip in with suggestions?

"You are responsible for making sure that our equipment is safe and used properly at all times. To do this, you agree to do the following:
Follow the manufacturer's instructions and any other instructions we have given you;
Keep the equipment under your control (for example, you may not sell it, lend it or hire it out to anyone else, put it up as security for a loan or mortgage, or allow it to be seized under any legal process against you). You must not move our equipment from your home without our permission;
Insure any of our equipment against any loss, theft or damage for the full replacement value;
Not remove, tamper with or cross out any words or labels on our equipment;
Take proper care at all times to prevent the loss or theft of our equipment."

Raistlin · 20-04-2009, 14:19

Might be worth checking the exact wording of your insurance policy, see whether it specifically states that it only covers household items which are your property. If it does, or if it specifically states that it doesn't cover property belonging to anybody else, then you might have a hard time getting the claim through.

Looks like it's going to come down to the wording on your policy.

KnightRider · 20-04-2009, 14:24

Which bank can you use a Virgin Box for security for a mortgage? Sounds a good offer to me just shows how weak the pound is these days. LOL

ANNA BABA · 20-04-2009, 15:18

Thank you for your responses.

The insurance I have is tenant insurance (rented accommodation) so that is why it only covers things that belong to us, not, for example the landlord or in this case Virgin Media!

I would have never have thought it would be so expensive to replace the box as it is only there so we can continue using the service.

We also have broadband and phone from them (we only really wanted them but the TV was added in for free) so what do you think would happen if we didn't get a new box and continued using just the other services until we move on? Realistically will virgin want to come back and reclaim their equipment 2 or 3 years after they gave it to us?

p.s. Maybe that's the reason the burglars took the box - to secure themselves a mortgage what with this economic climate an' all!!!

BenMcr · 20-04-2009, 16:49

Quote:

Originally Posted by ANNA BABA

We also have broadband and phone from them (we only really wanted them but the TV was added in for free) so what do you think would happen if we didn't get a new box and continued using just the other services until we move on?

You probably wouldn't have a problem - unless whoever stole the box then started to use it for VoD/PPV events. As Virgin would think you still had the box they would bill you for them quite correctly.

Quote:

Realistically will virgin want to come back and reclaim their equipment 2 or 3 years after they gave it to us?

Yes Virgin would ask for the box back if you disconnect, and would charge you if you didn't return it

*sloman* · 20-04-2009, 17:42

Under the circumstances you would think that VM would replace the box!!!

His house has been burgled FFS, speak to VM's Customer relations department and explain the situation.

The standard boxes cant cost VM more than Â£20 and them wanting to charge you Â£250 is extortion!

BenMcr · 20-04-2009, 18:13

Er - so Virgin have to swallow the equipment replacement when it's not their fault and the T&Cs say you are responsible for insuring the box??!

Why?

---------- Post added at 19:13 ---------- Previous post was at 19:08 ----------

Also Customer Relations won't be able to do anything. Replacement costs are Replacement costs

You can't avoid them by disconnecting and Customer Relations won't credit them.

mentalis · 20-04-2009, 18:22

So where do Virgin say what the value of their equipment is so I can insure it?

Also, if I moved house and my next house was not in a cable area, would I need to take the cable box with me, as the conditions (as quoted above) say: You must not move our equipment from your home without our permission. But the old house would not be my home...

BenMcr · 20-04-2009, 20:16

Normally Virgin will arrange collection from the house in the cable area - Virgin can't collect from non-cable addresses

AntiSilence · 20-04-2009, 20:21

Quote:

Originally Posted by BenMcr

Virgin can't collect from non-cable addresses

You mean won't, surely? I mean, you don't need a cable point outside your house for a VM van to pull up!

fizgog · 20-04-2009, 20:36

Quote:

Originally Posted by BenMcr

Yes Virgin would ask for the box back if you disconnect, and would charge you if you didn't return it

You'd think that but after switching over a year a go to Sky, my box is still in the loft gathering dust.

BenMcr · 20-04-2009, 20:52

Quote:

Originally Posted by AntiSilence

You mean won't, surely? I mean, you don't need a cable point outside your house for a VM van to pull up!

They also don't have any vans in non-cable areas!

So I do mean can't

akki007 · 20-04-2009, 21:34

Quote:

Originally Posted by BenMcr

They also don't have any vans in non-cable areas!

So I do mean can't

They do have vans with wheels though don't they!?

I must say, it is a bit of an eye opener this one, I was unaware that I had to insure the box. Am off to check policy now. Mare. No way the box costs Â£250 to replace though, absolutely no way on the face of this turd of a planet.