Virginmedia Upgrade Con

[Tiz10]

Hi, I was wondering if anyone can offer me any advice. Having been with Cabletel/NTL/VM since cable was first laid in my road, I finally decided in August to upgrade from Analogue to Digital TV. I saw they were offering the VIP package for £86/month and I called them and asked if they could improve on that offer - after much haggling I managed to get them to include a second V+ box for a total cost of £90/month. Installation was done a few days later and everything was great. I then received the first bill and it seemed as if I was being charged too much, but I decided to wait until the next bill just to be sure. Sure enough, I am being charged an extra £10/month than I had agreed. I contacted Customer Relations and they said there was no way it would have been £90 with a second V+ box and they were very unhelpful. I told them their stance was unacceptable and that I wanted to take the matter further. They advised me to write to Customer Concern in Swansea regarding my complaint. This I did, and I also suggested they listen back to the recording of our negotiations back in August as this would confirm that we had agreed a £90 figure. I have just had a call from Customer Concern and what a complete waste of time - they basically repeated what I had been told earlier and were not prepared to compromise in any way. I told them I would cancel the service but they said I could not as it is for 12 months. I then said I would seek legal advice and go to the papers - again, he was not at all bothered. I said if they had a policy of writing to customers confirming what was agreed on the telephone then I could have stopped the installation - he said they do now! Not much use to me! Sorry for droning on but I am really incensed with this and really would appreciate any advice on what to do next.

[BenMcr]

Unfortunately the original quote was wrong, and you should not have been offered that price

The VIP bundle with two V+ boxes is an extra £10 over the standard price, so would be £96 per month. (when paid via D/D and on e-billing)

The reason people cannot do anything is because there are no discounts off the VIP bundle, so there is no way of giving you the £90 price

---------- Post added at 17:52 ---------- Previous post was at 17:45 ----------

As for what to do next, if you are not happy with the way Virgin have treated you, ask for a 'Deadlock' letter.

This would then allow you to take the matter to CISAS the Alternate Dispute Resolution service Virgin Media work with

[Tiz10]

Thanks for the helpful feedback. Interesting that you say it is £10 extra for another V+ box as they are telling me it is £15! Is there anyway I can get that £10 price confirmed?

Originally Posted by Tiz10

Thanks for the helpful feedback. Interesting that you say it is £10 extra for another V+ box as they are telling me it is £15! Is there anyway I can get that £10 price confirmed?

£15 is correct if the V+ is one above the normal 2 boxes supplied (1 V and 1 V+), making three in total on your VIP deal.