virgin media

burro_2

is anyone else having probs accessing tv ondemand? we have had our contract for 13 months - a bundle with Lsize Tv services and i have been unable to access the on demand programmes this evening. when i phoned them they said i had to pay £7 a month extra for a service which was previously included in my package!!! They hadn't sent me any notice of this and i am very cross! Shall i just cancel the contract and look for a different service?

Nilrem

Which on demand content are you having problems with?

IIRC they recently fixed a problem what had been giving some customers free on demand content that should have only been free with the XL package.

I think you should be getting "catchup" free, but the TV choice is either an additional fee with M and L TV, but is included with XL.

smee29

burro wrote: »

is anyone else having probs accessing tv ondemand? we have had our contract for 13 months - a bundle with Lsize Tv services and i have been unable to access the on demand programmes this evening. when i phoned them they said i had to pay £7 a month extra for a service which was previously included in my package!!! They hadn't sent me any notice of this and i am very cross! Shall i just cancel the contract and look for a different service?

YES! I found the same thing out this afternoon and I am fuming. We joined Virgin Media only 2 months ago and have had nothing but problems with them. When my partner called up to agree a contract bundle he specifically asked that we have the cheapest package that includes sky one, sky sports and living tv. He asked the sales girl to check this THREE times. It wasn't until the installation guy cam that he told us that we had the standard package without these channels. WE HAD BEEN MIS-SOLD the product in the first place.

Then after having a new phone line installed for only 2 hours, we were bonbarded by sales calls - we hadn't even learnt our new phone number yet! We had the number changed and the same thing happened. We have had to sign up for telephone pref service to stop this.

Now they have taken away the on demand service without notifying customers. Which is appalling.

I called up thinking there was a fault with the system to be told that this was a free service which they have decided to remove from customers who dont have the xl package. We were not told when we were sold the product that this was a temporary service and could be withdrawn.

It seems that they will do whatever they can to make a sale, after that there is no after care.

Me and my partner are going to ofcom to complain as we have had nothing but problems. Ofcom will give you a complaints number to give to virgin when you call - just escalate to a manager if you can. The on demand service is what stands virgin out from other suppliers - if we knew they would with draw this and make us pay extra to have it back then we would have gone with SKY - more choice for less money.

Both my partner and I work in a call centre so we know how things work. This is poor customer service.

After looking through the terms and conditions it does state that 'virgin have the right to withdraw the on demand service at any time without giving customer notice'. ... although it does also state in section J paragraph 3b that 'if we make significant changes to the services you are entitled to receive in return for the charges you pay are significantly altered or reduced...you may cancel those service affected WITHOUT PENALTY by giving us at least 30 days notice in writing.' However if you pay your next bill with these changes to the service then they can take that you accept these changes as you have paid for them.

Ugh sorry for the rant - I am relieved (and disappointed) to know that we are not the only ones experiencing this problem.

pinkpig08

You've just prompted me to check mine and it's the same too! We have size L tv and previously had the on demand included - now it says we need to phone them to upgrade! Looks like we can get catch up tv, but not tv choice.

richardc1983

Rather and speaking to normal customer services you want to speak to retentions they have more power to deal with your complaint and if you threaten to leave and mention ofcom they will pap there pants!

andybol

I had virgin media and had a year of hell. It started when they changed my phone number one day unbeknown to me and when I found out they refused to tell me over the phone what the number was due to data protection!!:mad:

Anyway I lost my rag and tried emailing the new chief exec and the head of customer services. I emailed on a sat morning and had a reply the same day. I got a call on the monday am from a the Chief Execs PA who gave me a years free line rental and 6 months free broadband, saved me about £300.00

The email addresses tend to follow a set format i.e [EMAIL="firstname.secondname@virginmedia.com"]firstname.secondname@virginmedia.com[/EMAIL]. This happended a year or so again so I suggest if you get nowhere by phone find a name on aletter you have had and try emailing?

gjchester

smee29 wrote: »

Then after having a new phone line installed for only 2 hours, we were bonbarded by sales calls - we hadn't even learnt our new phone number yet! We had the number changed and the same thing happened. We have had to sign up for telephone pref service to stop this.

How exactly is this Virgins fault?

Telesales companies dial numbers sequentially from banks of numbers thney have, it's nothing to bo with BT or Virgin (or any other phone co for that matter)

Ms_K

Having just spoken to retentions at VM with no joy, I am pursuing the same line of complaint. On an L package for 8 months with TV Choice OD due to a 'fault.' Many of my friends and family who were with Virgin on an S and M packages had the same. VM could not tell me how many people this 'fault' was known to have affected - shocker.

When I joined it was confirmed to me by the sales person that I would have the full range of OD services on an L package. As far as I can see, a clear case of mis-selling of a contract. I'm sure OFCOM will agree. Following the complaints procedure and sticking to your guns is really the only way to get yourself heard with VM.

Can smee29 let us know how they get on?

charlie12345_2

There was an error in many areas giving TV Choice on Demand to all packages.
This is only free on the XL TV package so now the fault is fixed this is why people are finding it no longer available. There are free no obligation upgrades to XL TV for 1 mth at the moment if that's any help.