Virgin charges for PPV not ordered

Biker-Budgie

A friend of mine is having problems, a couple of years ago he was charged for several pay per view events he didnt order. at the time they changed boxes and reportedly put a block on PPV at his request.

he has just had his service reduced as he aparently has £180 worth of pay per view services on his bill that have suddenly apeared.

he called me yesterday as he is getting bounced from pilar to post to see if i could suggest anything, i used to work for Telewest but its been 7 years since i left and i no longer know anyone working for them.

does anyone know of how to complain to a higher level? currently everyone he speaks to either transfers him to another department or gives him false promises to call him back. he's not online so preferably a phone number rather than an email address or web form.

spike7451

You could try asking on Interhell,the new forum that was Cablehell before the database was sold to another forum without consent.
They have VM employees working on there:
http://interhell.co.uk

bairn7

Hi

I can't keep saying this enough to people. Try using the online complaint form.

https://help2.virginmedia.com/assets/customer_zone/complaintformCZ.html

I've had two complaints while a virgin customer and both times I've used this form. Both times I've had a call back within 24 hours from a UK based call centre. Both times they bent over backwards to make sure I was satisfied before finishing the call. Great customer service in my book.:beer:

jb66

A technician can look on the box log to check if the items were ordered, so you could ask for an engineer but if they see that someone has used your box to watch the movies add an extra £35 quid on to that £180.

preable

bairn7 wrote: »

Hi

I can't keep saying this enough to people. Try using the online complaint form.

https://help2.virginmedia.com/assets/customer_zone/complaintformCZ.html

I've had two complaints while a virgin customer and both times I've used this form. Both times I've had a call back within 24 hours from a UK based call centre. Both times they bent over backwards to make sure I was satisfied before finishing the call. Great customer service in my book.:beer:

Yup he is correct use the form that what its there for

spike7451

OP,
You say the box has recently been changed.I think I know what has happened.
The box he has now is a previously recovered box from another customer.When a box is recovered it's meant to go off to be 'screened & cleaned' to remove any PPV stuff ect & to look for any faults.
Now I,when I worked for NTL/VM as a Service Tech also was in charge of our stores.Now I remember we got a batch of Pace boxes come back for re-use after been screened & cleaned but a very high percentage was faulty.(I once went thru 9 boxes on a service call to get one that worked!)
In my experience,the 'Screen & Clean' was a joke.I think the box that was put in has'nt been screened & cleaned & the previous owners PPV history is still on there & has been downloaded to your account.This is because the MAC address of the box & the box serial number is registered to your account on install.
What make of box is it?

Spike
(ex NTL/VM Service Engineer)

jb66

spike7451 wrote: »

OP,
You say the box has recently been changed.I think I know what has happened.
The box he has now is a previously recovered box from another customer.When a box is recovered it's meant to go off to be 'screened & cleaned' to remove any PPV stuff ect & to look for any faults.
Now I,when I worked for NTL/VM as a Service Tech also was in charge of our stores.Now I remember we got a batch of Pace boxes come back for re-use after been screened & cleaned but a very high percentage was faulty.(I once went thru 9 boxes on a service call to get one that worked!)
In my experience,the 'Screen & Clean' was a joke.I think the box that was put in has'nt been screened & cleaned & the previous owners PPV history is still on there & has been downloaded to your account.This is because the MAC address of the box & the box serial number is registered to your account on install.
What make of box is it?

Spike
(ex NTL/VM Service Engineer)

Would the date and mac link not give it away?

I.e if the film was ordered before the Box was installed

spike7451

jb66 wrote: »

Would the date and mac link not give it away?

I.e if the film was ordered before the Box was installed

Not necisarily,it depends on what box & software is being used.For example the software used on Pace boxes is different than Samsung.On the Pace boxes you could'nt view purchase history & other thisngs but you can on Samsung.
Also if it's not been cleaned properly,the purchase info will still be on there & will download anyway.
I have actually came across this before when installing the box,while checking the tech screens,the has been previous history on the box iirc which I've had to get wiped or swap the box out. (although only on Samsung boxes as we only had pace or samsung when I worked for VM.

Jack_Hackett_2

Hi Spike.

Sorry to jump in on this thread, but I would like to point out a very important fact, the former CableHell site database was NOT sold to another site, the fact is that there was an accident. We are still the owners of the database. The full story can be found on a post in InterHell which actually details all the facts.

Regards,

Jack Hackett,
Administration Team,
InterHell.co.uk

spike7451

Jack_Hackett wrote: »

Hi Spike.

Sorry to jump in on this thread, but I would like to point out a very important fact, the former CableHell site database was NOT sold to another site, the fact is that there was an accident. We are still the owners of the database. The full story can be found on a post in InterHell which actually details all the facts.

Regards,

Jack Hackett,
Administration Team,
InterHell.co.uk

Sorry mate,my bad!:o

Jack_Hackett_2

spike7451 wrote: »

Sorry mate,my bad!:o

Np m8, too many web rumours/false assumptions abound, I'm just going round clearing them up

cya later..