Virgin Media Retention thread

Poppy9

chopps wrote: »

Similar problem of what was offered by retentions differs considerably to the written contract - surprisingly calls they initiate are not recorded !!

If they ring you again with an offer ask them to email it to you and you will consider it and get back to them.

I did this when and received an email within an hour. I didn't ring straight back and the next day someone else rang me to ask why I was leaving and made me a higher offer. I quoted the email and suddenly that price was available! I really wouldn't accept anything from them until they put it in writing.

Poppy9

liam8282 wrote: »

visidigi - I got my tivo installed Tues, not got any problems with it.

My parents got theirs installed today, no problems.

The only thing I have noticed is, the red button function doesn't work for teletext or how you would expect it to on the v+ box, but they do warn you of this and are working on fixing this.

Also, there is a note that tivo boxes are currently being updated, this is all automatic though you just leave the box switched on. Think this tells you more if you interested:

http://www.pocket-lint.com/news/43096/virgin-media-tivo-box-update-new-features

With regards to the tivo box, it looks good, the menus look nicer, maybe a slightly better picture, it has a few more features than the v+ box and a lot more memory. I suspect that their is a bit of scope for the tivo box to evolve and more things could be added in time, such as apps, games, email, internet, or it would be good if they were. At the moment to me it is better than the v+ box, but nothing special.

They replaced our box yesterday and so far we are working fine again - but then the other one worked for all of 2 days!

Our Tivo box is smaller and sleeker than the previous V+ box we had. The picture is sharper.

OH tried out Ebay on there and he liked very much!!:D

Also found you can flick to a programme late and rewind it to start which we couldn't do with V+ box, or if you could we never knew how!

chopps

Poppy9 wrote: »

If they ring you again with an offer ask them to email it to you and you will consider it and get back to them.

I did this when and received an email within an hour. I didn't ring straight back and the next day someone else rang me to ask why I was leaving and made me a higher offer. I quoted the email and suddenly that price was available! I really wouldn't accept anything from them until they put it in writing.

Yep. I agree I received an offer too good to be true and accepted it. Asked for it to be emailed but said couldn't send out emails !!
When it finally arrived in the post it's completely different and much costlier ( surprise surprise !!). What a way to do business.....

visidigi

liam8282 wrote: »

visidigi - I got my tivo installed Tues, not got any problems with it.

My parents got theirs installed today, no problems.

The only thing I have noticed is, the red button function doesn't work for teletext or how you would expect it to on the v+ box, but they do warn you of this and are working on fixing this.

Also, there is a note that tivo boxes are currently being updated, this is all automatic though you just leave the box switched on. Think this tells you more if you interested:

http://www.pocket-lint.com/news/43096/virgin-media-tivo-box-update-new-features

With regards to the tivo box, it looks good, the menus look nicer, maybe a slightly better picture, it has a few more features than the v+ box and a lot more memory. I suspect that their is a bit of scope for the tivo box to evolve and more things could be added in time, such as apps, games, email, internet, or it would be good if they were. At the moment to me it is better than the v+ box, but nothing special.

Yep had a chat with them today, the guy spoke to me like I didn't have a clue and after a few questions he realised he could up the detail a little.

The patch is making a big difference to tohe Tivo experience, tbh had BBC kept F1 I would be really reluctant as practise is on interactive, which isnt working on Tivo, same for the rugby on SS - plenty of euro stuff is multiscreened - so it is going to be a bit of a problem.

V+ is definitely not available any more.

The active rewind of a new channel is a TiVo only feature which he said they had got fixed now.

I got an offer today, not really any discount, but there is little leeway in a VIP50 bundle equivalent..

Waiting for tomorrows offers to come out - think i might push for the full disconnect and see what they call with. Will have to be patient this time round...I think

Poppy9

Update on our new Tivo box.

Catch up isn't working anymore!!! This is how it started the with the previous Tivo box. First we lost catch up and then we lost all channels!

visidigi

you might want to ring virgin - when I did earlier there was a message about on demand outage.

You can check it online here: https://my.virginmedia.com/faults/service-status

I dunno if they fixed the on demand outage already...

Poppy9

visidigi wrote: »

you might want to ring virgin - when I did earlier there was a message about on demand outage.

You can check it online here: https://my.virginmedia.com/faults/service-status

I dunno if they fixed the on demand outage already...

OH just came off the phone. An emergency engineer is being sent out next Monday as according to the lights lit on our box it's faulty!!!!


The website says I have good service for TV/Phone/BB

visidigi

I think its time you call for goodwill..also Monday? I would imagine if pushed it could be done tomorrow/saturday.

I had £5 the other week for a two hour outage... mind you... no offense but you're really putting me off a TiVO through your unfortunate experience

Poppy9

visidigi wrote: »

I think its time you call for goodwill..also Monday? I would imagine if pushed it could be done tomorrow/saturday.

I had £5 the other week for a two hour outage... mind you... no offense but you're really putting me off a TiVO through your unfortunate experience

They have told me I will not be charged for the past week, well seen as I had no TV service that's the least I expect. We complained like mad last Sunday and couldn't have an engineer till Wednesday but the good news was we were first call; He came at 10.30am!! OH was so fed up on phone. First operator put him on hold for 26 minutes while she contacted the Tivo team. They couldn't help so put him on hold again while they spoke to next level Tivo team. They couldn't help either !


Quite honestly I'm really peed off with the Tivo now and I wouldn't recommend it to anyone. So blooming inconvenient and either the boxes are faulty or the engineer isn't installing correctly - same engineer and strange it works for 1 days then stops!

This is like when we first had Virgin a year ago and had a faulty router and they wouldn't believe me, kept blaming my laptops. Eventually they replaced router and it worked perfectly since.

trish22_2

wary wrote: »

I've just signed up with Virgin Media (currently with Talk Talk) for basic TV, basic phone & XL Broadband package. Also included is SKY Sports 1 & 2 (the main reason for changing) and a Tivo box. Cost is around £65 pcm. I've heard many bad stories about their customer services & the way they handle complaints, and even though I've not yet had it installed, I'm already significantly unimpressed from my own experience to consider cancelling (I haven't yet signed the contract).

Questions are:
1) From having a quick flick through this thread, it sounds like there is generally scope for negotiation. If I cancel and they try to persuade me to stay, should I realistically expect to at least get some kind of reduction on my package as an inducement?
2) Talk Talk told us that as we'll be switching from a phone line to a cable line, there is NO way that we'd be able to retain our existing phone number. However, Virgin say that it is 100% certain that we will keep it. One is telling porkies but I can't tell which, as both would have good reason for doing so. Can anyone shed any light on this?
3) Although I accept that things occasionally go wrong, I do at least expect a company to bend over backwards to put them right, and to have a good customer service & complaints process in place. Has anyone had sufficiently bad experience that they're screaming at me "DON'T DO IT!!!"?

yES DONT DO IT ,there customer service, installations are attrociuos (if thats how you spell it )I am tying to cancel,and because i downgraded twice this year to bring the price down,even returning some of there equipment ,that they put in by a peace offering due to the Dire installation problems,and the cowboys that turned up at my home,i have been told because they have saved me £22 a month it has tied me into another contract,i am appauled at there tactics.Dont go near them,and to be honest the service is rubbish,especially the broadband.