Good service from Virgin Media (once threatened!)

robberbutton

Just thought I'd report this if it helps anyone.

2 weeks ago we signed up to Virgin Media Cable TV via their website, ordering a V+ HD box (or so we thought) with an installation charge of £49. It was installed this morning, and after the men had left I realised that it was only a normal HD box, rather than the V+ one. So I phoned Customer Services explaining the mistake and they told me that I could order the V+ service as well but would have to pay a second installation charge :eek:

I was absolutely gutted - it turns out that we had actually ordered the normal HD box, but the website was very unclear and misleading - once you ticked the HD option, the V+ service option disappeared, and if you wanted them both together you had to go to another page entirely (if that makes sense) which wasn't in the order process.

I was about to fire off an email to the CEO ([EMAIL="neil.berkett@virgnmedia.co.uk"]neil.berkett@virgnmedia.co.uk[/EMAIL], apparently, if anyone needs it) when hidden in the small print of the contract I came across Virgin's 'Happiness Guarantee'. Basically you can cancel for a full refund with no questions asked within 28 days of your contract. I phoned Customer Services (0845 454 1111) saying this was what I intended to do, and got through to a lovely girl who understood the situation completely, told me that the website was pretty misleading now that they had HD V+ boxes available, and told me that she would arrange for the correct box would be delivered this Saturday at no extra charge :j :j :j

Here's hoping all your complaints are settled as easily

ondigital

A month ago, we had a problem with Virgin Media, phoned up the retentions, got though to a lovely lady who was very helpful, she went out of her way to sort the issue out. :j:j:j