Virgin Media TV Problems

sparklygemster

Ok, this isnt really 'internet access' but as there is a lot of virgin media discussion i thought i would post it in here.

My sister signed up to a package that included M tv, M broadband and phone.

Not too long ago, her TV went off, and some of the channels went missing (she mentioned Cartoon Network as one of these), and says that she is just being left with 'freeview channels' on the tv.

As she is paying for the tv, internet and phone, and was getting the channels she signed up for at first, but isnt getting them now, is there anything she can do?

She is getting really stressed about this as she has had to get 3 engineers out to her v box, and as she is currently heavily pregnant i dont want her to get any more stressed to posting on here to see if anyone has any ideas what she can do? She says she is going to ring them yet again on Monday as she has rung them previously and they have said there is nothing they can do.

As it is purely the tv she is concerned about, can they take away the channels she had joined a 12 month contract for? Its just the TV thats the problem, the internet and phone have been fine, but as theyre paying for it, surely they should get what they signed up for and what theyre paying for

dave_dph

sparklygemster wrote: »

As it is purely the tv she is concerned about, can they take away the channels she had joined a 12 month contract for? Its just the TV thats the problem, the internet and phone have been fine, but as theyre paying for it, surely they should get what they signed up for and what theyre paying for

Do you know which deal she is on? Is it 3 for £30? If it is then she should be receiving the L tv pack. If she is on 2 for £20 with free tv then she will only get the M tv pack.

Have a look here to see which channels are included in each pack:

http://allyours.virginmedia.com/html/sorter/channels_full.html

superjaggybunnet

Has she tried rebooting the box?

sephrenia

She needs to check what channels are available on the 'M' package at present. If it includes the channels she cannot get at present, cut and paste the list into an e-mail to virgin. In this e-mail she needs to explain that she isnt getting these channels, quote from their terms and conditions concerning supply of service and point out that if they do not rectify this probem they will be in breach of contract and therefore, illegally taking money from her as they are not providing the service as agreed.

Threaten to go to Ofcom, Trading Standards etc unless this matter is dealt with, within 28 days and be fully prepared to do so! Gather all documentary evidence as well so that if they disagree, you have something to show Ofcom. No company in this country can legally charge for a service that is not provided. Don't be afraid to complain, they have broken the agreement between themselves and your sister and if it comes down to it, threaten to leave for someone else (and be prepared to do that too!)

Hope that helps!

speedyG_2

There's not much to watch on virgin.....so perhaps this is a blessing in disguise