Shafted by Virgin Media following a change in services

[mickrick]

I contacted VM in November to ask for a change from their V+ box to a Tivo box as we were on our 4th faulty V+ box. The first person I spoke to was in the Indian call centre. He told me this would be no problem and it would actually mean a substantial reduction on our current package price and we would get to keep our V+ box as a second box, replacing the aging Samsung SD box we had. However, when he said it would cost £25 to have the Tivo box installed, I was put through to Retentions as I felt we shouldn't have to pay this due to all the issues we had had with the V+ boxes.

 

The girl from retentions agreed to waive the £25 charge and also said there would be a substantial reduction in our monthly package price, and quoted a £15 reduction. The Tivo box was installed a couple of days later, but the engineer said he had to install an ordinary HD box, not V+. As we were told that we would have a V+ box as our second box, I called VM and they sent an engineer out to install this.

 

However, this month I noticed our services had gone up to £69 pounds, an increase of £8 on our previous charge. I rang VM last night and they said it was noted on their system that our sevices were to be £64 pm following the Tivo install, an increase of £3. He said there was no mention of a £15 reduction anywhere.

 

It looks like we have been shafted by VM as we cannot prove we were told our services would be reduced.

 

Is there anything we can do?

[IdaInFife]

Yes you can send thme a sar and request a transcript of the call - would help if you included day and time of call

[Hobbie]

You could always ask them to revert you back to a V+ Box and remove your additional box, going back to how it was before you blagged a free TivO

[mickrick]

You could always ask them to revert you back to a V+ Box and remove your additional box, going back to how it was before you blagged a free TivO

 

Well it wasn't really "blagged" as I had explained to them that I was disabled following a serious accident, out of work and couldn't afford to pay the installation charge, plus we had had major problems with all the V+ boxes we had from them. I'm still paying for the Tivo though, so I don't know where you got the "free" part from.

Edited February 28, 2013 by 42man