Virgin Media customer lolservice

Vengance

Vengance

Vengance

Associate
Joined
23 Oct 2006
Posts
947
Location
Aylesbury
Tried to get a 2nd v+ hd box to replace my current v box downstairs.

1st phone call.. it'll be £139 one off payment...
2nd phone call.. we cant add it to your account. transfer to a customer lolservice person, it'll be £99 one off and £10 extra a month, because you have a retail partner discount. Get cut off before it is applied.
3rd phone call.. it'll be £89 one off and £5.50 extra a month.. now we wait and see if anything happens lol
 
Vengance said:
Tried to get a 2nd v+ hd box to replace my current v box downstairs.

1st phone call.. it'll be £139 one off payment...
2nd phone call.. we cant add it to your account. transfer to a customer lolservice person, it'll be £99 one off and £10 extra a month, because you have a retail partner discount. Get cut off before it is applied.
3rd phone call.. it'll be £89 one off and £5.50 extra a month.. now we wait and see if anything happens lol
Click to expand...

Dont forget the £40 installation, i rang for a 2nd standard box in my room and they wanted £40 to install it :mad:
 
really confusing bit was when i questioned the £10 a month, because i read it was £5.50 online. the response " because you are recieving discount ". couldnt seem to get them to understand that it didnt make sense. " so i'm being charged more because i'm getting a discount " .. " yes" ..
 
Vengance said:
really confusing bit was when i questioned the £10 a month, because i read it was £5.50 online. the response " because you are recieving discount ". couldnt seem to get them to understand that it didnt make sense. " so i'm being charged more because i'm getting a discount " .. " yes" ..
Click to expand...

I was told £5.50 a month for the extra box plus £40 install costs
 
now i've recieved an email saying
"Hi There!

Thanks for asking us to add premium TV channels to your Virgin Media account. The great news is, Virgin Media Entertainment have approved your order. If you are an existing TV customer your new channels will be ready to watch within the next 24hrs. "

But.. i'm guessing that means the 3rd call worked? lol
 
and now i've phoned up just incase it didnt get done properly. apparantly that email is generic and is for the box as i thought. but it gets more interesting.. apparantly they are charging me £40 for the box / installation and £5.50 a month.

God knows what my next bill will actually look like lol
 
I've found their customer support excellent, mind you I've not got my TV with them just phone and BB. Sky and BT have been terrible, may well be luck of the draw, some staff are good others not so.
 
I phoned to get TV as well as my internet the other day and the guy said "as a good will gesture we can give you the XL pack for free for 2 months" so i accepted that and though sweet all the channels till xmas.

Fast forward to last week and i get a bill for £60+ for XL TV :mad:

I phoned up bangladesh and got a customer service representative who was less than helpful.

VM - "Sorry Sir we have no record of your conversation and we were not doing that deal at the time so we cannot reimburse you with the money you will have to write to head office."

Me - "Surely you must have a record of my conversation as I signed up to a service that was added to my existing contract, plus it gives you a disclaimer saying that calls are recorded etc"

VM - "Sorry Sir, if you would like to listen to your conversation then you will have to write to head office.

Me - "Can I email head office?"

VM - "Sorry Sir, you will have to write to head office as head office do not recieve email."

Me - ":mad::confused: So your telling me that a major internet service provider, in fact the fastest internet supervisor in the country, cannot be contacted via email?"

VM - "No Sir"

Me - "Can I have your name and employee number please for reference in my letter, whilst you are there can you drop my TV package down to the base package as you incompetent colleage ripped me off."

Think that gives you an idea of the convo. In short record everything they say and get their name and number.
 
I got an extra box (Standard V though) for upstairs and thats £5 per month and was a free installation.

I am an existing XLTV customer though which is why I believe you get the box/install for free and then the cheap'ish monthly cost.

Not sure what a 2nd V+ box would be, but id argue it to try and get it free install at least :D
 
ok.. so the story continues. The engineer shows up today, and they've sent him with a V HD box.. not a V+ box :rolleyes:. Luckly, the engineer is understanding and says it has happened before, so he goes off to make a call, 2 mins later, he comes back with a v+ box and installs it. Leaves me with the 2 V+ boxes plugged in and working and the v box unplugged. I call up customer services, and explain whats happening.
So my final cost for changing from the v box to the v+ box is £99 for the box, no charge for install and £5.50 a month.
Thankgod the engineer got it all sorted ^^
 
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