Canyou believe this? What's happening with VM customer service and records.

[lesley27]

Hiya,

After moving house last June 2007, I threatened to go to Sky (fed-up with TV reception freezing during progammes and films), to keep my buisness they reduced my bill to the current offers for new customers at that time PLUS they also gave me sky sports free for 1 year. The offer was so good I couldn't refuse - TV XL, BB M Phone M and 2nd setbox top & sky sports all for £39.50 per month, so I signed up for 12months.

I received a call 2 weeks ago offering a half price installation for Virgin+ box. The guy said to me that if I did take up the offer my monthly bill would reduce by £5.00. I said that I wasn't interested as I was planning to move over to Sky in June when my contract was up. He asked why, I explained that despite an engineer calling we still had TV freezing problems.

He went onto explain that the Virgin V+ box demanded a higher signal and this would elevate all our problems and to boot we would reduce our bills by £5.00 a month.

I asked him if all our current offers and discounts would still apply - "yes" he assured me. So, now convinced, (should have known better!) I paid the £75.00 and booked an installation date.

Just had the new box installed today. Told to wait an hour or so for everything to kick in. Discovered after 3 hours our sky sports package was not there. We have a 2nd ordinary Virgin box and Sky sports was still on that. Rang Virgin only to discover they have no record of offering Sky sports for 1 year despite them transmitting the signal to both our setbox tops.

I explained this is what they offered to keep my buisness, but they won't have it. Typical cheating beasts! They have now stopped the Sky sports signal to our 2nd box. Cheating beasts.

I was so angry I told them to come back and take out their Virgin+ box, (I'd rather go to Sky than signing up with them for another 12months, which is compulsory if you have Virgin+ installed). I was told I would lose my £75.00 installation fee - I only had it installed today!

So I now have to stay with Virgin Media until January 08, but believe me I will be moving to Sky as soon as allowed.

Lesley

[WHISTLED]

Not often i say it mate but write in, we cant be doing that.

[lostandconfused]

any need to post it twice?

http://www.cableforum.co.uk/board/34480055-post5.html

[BenMcr]

No-one has EVER been able to offer Sky Sports for free at any point since it became Virgin Media, not Customer Relations, House Moves, Customer Care. No-one.

Was a well known trick on some of the older billing systems to remove the charge for a service (ie Sky Sports) without actually sending a signal to the box to remove the channels themselves, therefore giving them 'free'.

Lately they have been doing a data clean up of channels recieved by customers and not billed and vice versa. It is also likely that the change to the V+ has 'rehit' the boxes with the official channel line up on the account, therefore removing the Sky Sports

I was so angry I told them to come back and take out their Virgin+ box, (I'd rather go to Sky than signing up with them for another 12months, which is compulsory if you have Virgin+ installed). I was told I would lose my £75.00 installation fee - I only had it installed today!

So I now have to stay with Virgin Media until January 08, but believe me I will be moving to Sky as soon as allowed.

Not true, you have CAN cancel the install of the V+ within 7 days of it going in and get your money back (which is one of the many reasons why the V+ install fee is taken seperately to the bill).

This will put the end of your contract back to June 2008 (as you moved in June 2007, and all housemoves under Virgin reset to a new 12 month contract)

I do understand your frustration, but this is why all offers Customer Relations now do are based on a set list, rather the previous policy of making it up.

At this stage, even if you were to write it, without confirmed notes on the account, you will not get the free Sky Sports back