TV box broken - Do I have to pay Â£150?

genea · 15-01-2010, 11:07

Hi,

I'm signed up to Virgin Media as my TV provider and my box is broken. The on/off switch has pushed in and does not work anymore. This is actually an NTL box that I have had for quite a few years from before Virgin taking over. I called Virgin to ask for a new box and they told me I would have to pay Â£150!! I told them that the switch is not broken because I bashed it or anything, but that I've had the box several years and the switch has gone from normal use but the man on the phone said I'd still have to pay if I wanted a new one.

Is this right that I really have to pay this much for a new box? Can I buy a cheaper one from somewhere else that will work with Virgin Media?

Thanks

Kymmy · 15-01-2010, 11:11

Welcome to the forum

I can see their point that switches like this don't normally break, they stop functioning or the box dies. Normally it would take a lot of abuse for one to break.

You need to ask them for the reason behind the charge as to if it's for abuse surely they'd have to inspect it first before they can claim negligence on your part..

If though you spoke to sales I wonder if he's sneakily trying to sell you a V+ box???

chuzzlemonkey · 15-01-2010, 12:35

Honestly, id advise that your best bet would be to call the faults service centre and speak to a technically trained colleague.

The last time i checked process was to send an engineer to the property first of all to view the equipment. Usually the technician will swap the box there for you. As for the charge, if you have broken it through neglect then they COULD charge you. I have seen many cases where there has been no charge. (If you genuinely haven't neglected the box the technician who attends your property is unlikely to recommend a charge against you)

If the technician advises you that you will be charged, then it might be worth asking to upgrade to V+. V+ installation comes from Â£150 downwards depending on the latest offers so if you're going to have to pay you may aswell get something better for your money

Those are my thoughts anyway lol.

Peter_ · 15-01-2010, 14:39

You should just ring 151 and speak to TV faults and just tell them the button is faulty, from the sound of it the mounting has broken and that is probably due to general wear and tear and any engineer will probably just swap it as they do not repair them.

genea · 15-01-2010, 14:51

Great, thanks for your replies. I will try calling again to speak to an engineer. It is just from general wear and tear, nothing's been banged into it.

If it does turn out that I'm going to have to pay for a new box is there any cheaper way of doing it? Like buying a second hand one or something else or do I need to go through Virgin?

Peter_ · 15-01-2010, 14:55

Quote:

Originally Posted by genea

Great, thanks for your replies. I will try calling again to speak to an engineer. It is just from general wear and tear, nothing's been banged into it.

If it does turn out that I'm going to have to pay for a new box is there any cheaper way of doing it? Like buying a second hand one or something else or do I need to go through Virgin?

You can only use a Virgin supplied as box as it has to registered on the account.

Just give them a call and get an engineer out, I doubt you will be charged as things do break.

newbie1001 · 15-01-2010, 15:08

I'd let you have my old NTL box (for spares) but i've gotta wait 6 years before i am no longer liable if Virgin decided they want it back. Unfortunately it is still their property until then. Will have to check though has it could well be 6 years since the contract ended with that equipment.

Stuart · 15-01-2010, 15:41

Quote:

Originally Posted by newbie1001

I'd let you have my old NTL box (for spares) but i've gotta wait 6 years before i am no longer liable if Virgin decided they want it back. Unfortunately it is still their property until then. Will have to check though has it could well be 6 years since the contract ended with that equipment.

Your old box would not work on his connection..

genea · 15-01-2010, 15:57

Thanks!!

broadbandking · 15-01-2010, 17:33

Quote:

Originally Posted by genea

Thanks!!

From what you have said I can't see you been charged, just call 151 and speak to faults so they can book a tech.

The Â£150 that you was quoted was for a V+, as a replacement V box cost Â£250 if you have damaged it, so he was confused as was trying to sell you a V+.