Crazy High Bill from Virgninmedia plz help

Goucho1uk

Hi there i used to have V+ and an extra box in my son's bedroom but due to high bills i decided to get rid. I still have phone and internet with them. When i asked for the boxes to be removed they said i could keep one for free TV. So after asking them that there would be no bills or hidden extras i said ok i will keep the one in my son's bedroom and again asked that he couldn't access anything to which they assured me all was ok as it was only free tv!

I got a letter today telling me that my usage was higher than normal so i rang them and was told that over the last 30 days there was a bill of £250 just for the free tv box?? On asking further they told me that it was Movies on demand. I said that all had been removed etc etc but they said well they were watched so you must pay. I explained that it was free tc and everything was removed but they said no as it was freeview there was access to movies on demand, i argued my case but they just repeated that i must pay

This is very worrying for a number of reasons, my 11 year old had access to adult movies etc plus i was misled plus i can't afford this huge amount but if i don't pay i will be without internet and telephone

I asked for backdated bill since the service was removed "June 2007" and they said i could get 6 months but then must pay £2 for all others going back to that date!!!

I asked for what notes where on the system regarding removing my tv package and it was as follows,

"Customer requested disconnection of TV as he doesn't use it much and he feels he is paying too much. Offered free TC and downgraded xtra boxes and V+. Customer Happy."

Plz help .... what can i so? Like they want £36 just so that i can check my bills??

norbet

Seems to me you were unaware that your "free tv" service through Virgin still provided access to pay per view content and that your son has made good use of this without you knowing. You say that they assured you it was free with no hidden extras, but unless you have that in writing it sounds like you don't have a leg to stand on.
Unfortunately I think you'll be held to pay this bill, but if you explain the situation to them they may allow you to clear it gradually over time.
Lesson here is that it's up to you to make sure you're clear on what your son has access to and that he understands what he can and cannot use.
As to whether he had access to adult movies, I don't know - Sky provide parental controls that restrict access via the box, not sure if Virgin do or not. Perhaps Virgin can provide details of exactly what movies were ordered?

jd87

There was always still going to be access to movies on demand. It is part of the system and it can't be removed. Either you didn't explain what it is you wanted, or they didn't understand, or they lied to you.

Either way, isn't your son the one to blame here? He has watched almost 100 movies in a month and would have been able to see the cost of them on the screen.

If you want to know what movies he has watched it should list them on your bill. Where is your bill? and why do you want to see backdated ones?

Goucho1uk

Don't worry my son will know who is to blame lmao.

My problem is that i specifically said i didnt want it and when they offered free tv i then asked that there werent any things that could be accessed or charged and they said no! You dont ask for these things in writing

PLUS today they were able to remove movies on demand, they said that they can do it if i ask for it to be removed! Isnt that what i wanted to start with

I want to see my backdated bills because i intend to claim all charges back if possible hence this post to see where i stand ... doesnt look good by the replies so far lol

norbet

Goucho1uk wrote: »

Don't worry my son will know who is to blame lmao.

My problem is that i specifically said i didnt want it and when they offered free tv i then asked that there werent any things that could be accessed or charged and they said no! You dont ask for these things in writing

No I understand fully - it's a sad state of affairs that we should even have to - most just take whatever they're told by the call centre operative as gospel, it's only when they don't deliver as promised that we discover we've been duped. Again lesson is - if it's a promise that may cost you if they don't do as they say, then ask for in writing.

Goucho1uk wrote: »

PLUS today they were able to remove movies on demand, they said that they can do it if i ask for it to be removed! Isnt that what i wanted to start with

Well not quite - what you asked for was assurance that it wouldn't have bills or hidden extras. If you son had not made use of the on demand stuff that would have been true. Shocking that they could remove the on demand stuff now but didn't offer to back then!:eek:

Goucho1uk wrote: »

I want to see my backdated bills because i intend to claim all charges back if possible hence this post to see where i stand ... doesnt look good by the replies so far lol

Well as I read it, it sounds like these charges have only only occurred over the last 30 days? So you should only need the bills from the last month or two? I take it you've not noticed any increased bills until now?
Having said that to run up £250 of pay per view movies in a month your son must have been busy? Given that movies cost between £2 and £3.50 each he's watched (or ordered at least) a hell of a lot. (although I suspect "special interest" content may cost a bit more - hence why I'd be asking for a break down of the specific titles.

As I say without written confirmation that you'll not encounter any additional charges doesn't sound like you have much to go on. The comments on the customer service system that you've quoted mention nothing of customer insisting there must be no further charges possible. Perhaps explain the circumstances and they may be more forgiving about how soon you have to settle the amount?

donnac2558

You have to imput your four digit pass code to watch On Demand Movies. Your son must have the code to be able to use it. Many of the newer movies are £4+ now, I do not watch them myself. Adult stuff I believe is £5 each one. Even someone on the lowest priced TV can watch the movies if they imput the code number.

norbet

donnac2558 wrote: »

You have to imput your four digit pass code to watch On Demand Movies. Your son must have the code to be able to use it. Many of the newer movies are £4+ now, I do not watch them myself. Adult stuff I believe is £5 each one. Even someone on the lowest priced TV can watch the movies if they imput the code number.

Interesting - I don't have Virgin media so was unaware of this - but yes on Sky you have to input a PIN for the pay per view stuff so it makes sense.

macman

At a fiver a time that is 50 films. About 2 a day. Maybe you ought to monitor your son's TV habits a bit more closely.

stokefan

macman wrote: »

At a fiver a time that is 50 films. About 2 a day. Maybe you ought to monitor your son's TV habits a bit more closely.

to be fair OP is not asking for advise on parenting,

on virgin tely, you do have to enter a pass code but the default one is easy to figure out.

i suggest you change this code

Bongedone

macman wrote: »

At a fiver a time that is 50 films. About 2 a day. Maybe you ought to monitor your son's TV habits a bit more closely.

He may have only watched 10 minutes then turned it over and ordered another.

macman

Bongedone wrote: »

He may have only watched 10 minutes then turned it over and ordered another.

That's another reason to complain to Virgin then-even the pron is poor quality nowadays...