A furious Virgin Media customer has slammed a so-called "doorbell tax" they face having to pay if they don't answer the door when an engineer arrives. Customers have to pay the £25 penalty if an engineer needs assistance from the property but gets no answer at the door.
The fine is added to the monthly bill, which rose earlier this year, The Mirror reports. It has left people unimpressed, especially considering Virgin recorded revenue of £2.5billion and the chief executive of its parent company is paid £50m a year.
Customers get a warning via text message saying: “A £25 charge will be added to your next bill if you miss this visit.” Emma Robinson, 42, from Caterham, Surrey, got one.
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She said: “I have two young children and it’s not unusual for me to fail to hear the doorbell ring if I am upstairs giving my baby a bath. “Now Virgin want to fine me for not answering my door when they rarely pick up the phone themselves and offer some of the worst customer service on the market. Unbelievable.”
If internet providers miss an appointment then customers are entitled to £25 in compensation. But angry Ted Johnson from Southport, Merseyside, said: ”I’ve had three missed appointments and not received compensation.”
Virgin Media – formerly owned by tycoon Sir Richard Branson – merged with O2 last year in a £31bn deal and is part of telecoms giant Liberty Global.
A Virgin Media spokesperson said: “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.
"Charges for missed appointments are common across the industry to ensure we best serve all customers and we’re proud that our charges are amongst the lowest in the market.”
