TiVo virgin tivo/V+ swap

hodged02 · 07-01-2012, 01:35

Hi all, new on here so hope i am posting in the right place, so here's my question

My grandad has a single Tivo box in his living room but he can't get used to the Tivo and has asked virgin to put a V+ box in and take the Tivo away, they said no as he has a 12mth contract, he has even said that he will still pay the Tivo charge just wants the box changed,
I have Tivo in my living room and my old V+ box upstairs in my bedroom (different house), would virgin allow us to swap my V+ and his Tivo,as this would solve the problem and virgin would still get the same monies with no increase in service as such, I also believe that this may mean repairing the cards in the boxes, could the do this on the phone or would it mean a tech visit to both properties

richard1960 · 07-01-2012, 04:41

Hi
If he has had the TiVo less then 28 days he may be able to send it back under the "love us or your mnoney back" satisfaction guarantee and ask for a V+,however if he is a new TV customer he may not get a V+ as vm i believe stopped giving them out to new customers in spetember or around that time.

Not sure about you swapping yours i doubt it though as the V+ you have will be registered at your address not his obviously.

If i was you i would wait until monday phone 150 if you have a VM phone and try retentions (thinking of leaving us option) in office hours (uk call centre) and see if they can do anything for your grandad,after all its not his fault he cannot get on with TiVo.

By the way welcome to the forum.

BenMcr · 07-01-2012, 14:33

28 days doesn't apply to existing TV customers upgrading to TiVo. It's only existing customers adding TV as a new service

richard1960 · 07-01-2012, 15:19

Quote:

Originally Posted by BenMcr

28 days doesn't apply to existing TV customers upgrading to TiVo. It's only existing customers adding TV as a new service

So with TiVo then you are locked into a 12 month contract right away regardless if you can use it or not without the benefit of cancellation if its not for you (if your a current tv customer and upgrading),bit rough i think seeing as the guys grandad may be getting on, and not everybody will be able to get on with it.

Lets hope he is a new TV customer with less then 28 days installation then.

kop32 · 07-01-2012, 15:43

Quote:

Originally Posted by BenMcr

28 days doesn't apply to existing TV customers upgrading to TiVo. It's only existing customers adding TV as a new service

If this statement is true Ben then I suggest Virgin Media explain it to all their staff as I had my TiVo removed after two weeks and my V+ replaced and I have had the TV service for years. I was told that as TiVo is a new service I could do this under the 28 day policy,seems another case of "depends who you speak to at VM Customer Service".

BenMcr · 07-01-2012, 19:59

It got rebriefed out during the week to remind all staff when the 28 day money back guarantee applies

richard1960 · 07-01-2012, 20:04

Quote:

Originally Posted by BenMcr

It got rebriefed out during the week to remind all staff when the 28 day money back guarantee applies

Clearly the message has not filtered through i was a little worried that if i did not like TiVo i could not go back,just phoned VM and was told the 28 day money back guarnatee does apply and i took the guys name.

Not that i do think i will dislike TiVo but i like having the options.

hodged02 · 08-01-2012, 01:20

thanks for all the info and replies everyone, I have been with virgin for 5 years now (think virgin like me as got them approx £900 per month in people i have re-faired via my business, got a great deal from them), my granddad has been with them for bout 2 1/2 years now and is 79!

Will give them a ring asap

Thanks again!!!

Trent · 08-01-2012, 01:54

Can they actually do that?

Isnt it written into contract law that their has to be a 'cooling off' period?

Jameseh · 08-01-2012, 02:09

Quote:

Originally Posted by Trent

Can they actually do that?

Isnt it written into contract law that their has to be a 'cooling off' period?

Nope but there is, presumably until TiVo is standard.

richard1960 · 08-01-2012, 13:17

Quote:

Originally Posted by Trent

Can they actually do that?

Isnt it written into contract law that their has to be a 'cooling off' period?

Yes under the distance selling regulations there has to be a cooling off period under the law,but TiVo is not likely to have been installed before it expires.

BenMcr · 08-01-2012, 13:28

Quote:

Originally Posted by Trent

Can they actually do that?

Isnt it written into contract law that their has to be a 'cooling off' period?

Yes there is a legal right to cancel, however this applies for 7 working days after you receive the written confirmation of the new contract

richard1960 · 08-01-2012, 14:18

Quote:

Originally Posted by BenMcr

Yes there is a legal right to cancel, however this applies for 7 working days after you receive the written confirmation of the new contract

Yes thats right ben when i recieved my new contract it had a 7 day cooling off period.