Virgin Media Problem

gazfocus

I'm not really sure where to post this so posting it here.

Two weeks ago today I had a Virgin Media package installed in our new house (TV, Broadband and Phone Line). Since the package was installed the Phone Line hasn't worked at all. We had an engineer out last Thursday and he couldn't fix the issue and was going to pass our details to the 'installations team' so it's still not working.

I sent off an email to Customer Services saying that I do not expect to be billed for a Phone Line that is currently not installed correctly, however, today, I have received a bill including billing for the Phone Line.

Can anyone offer any advice? Does the contract stand as things are now? I.e. Today is the 14th day since installation but a) I haven't signed a contract and b) the phone line has never worked so the 'Package' technically hasn't been correctly installed yet.

I'm just wondering if I can threaten to cancel the lot unless they sort the problem out and remove the phone line element from my bill.

fluffnutter

You are missing part of the service you've signed up for and it's entirely reasonable to expect this element removed from your bill.

Did you get a reply to your email? Have you responded to the bill? Bills are automatically generated and it's quite possible this has just been produced with no awareness of the problems you've been having.

Contact them again and be clear that you want resolution of the problem in, say, 7 days and that you expect the bill to be reduced by the missing days' line rental. Suggest that it's unreasonable for you to pay this outstanding bill until such time as the service is installed correctly so that you actually know how much the bill should be reduced by!

If this doesn't happen then take it to the next phase - i.e. full cancellation and all monies refunded.

gazfocus

Thanks fluffnutter.

No, I did not get a response from my previous email. I have just contacted them with your recommendations. I have also just noticed that on my bill they've charged me for a call to a mobile number (at £2.52) which is impossible as the phone line has never worked.

custardy

usually(dont ask me why) with VM they charge you as normal and once the fault/issue is rectified
they then discount the costs on further bills
regarding the fault,well no service at all
Try asking on the VM support forums http://community.virginmedia.com/

bod1467

TalkTalk do the same, so I believe.

fluffnutter

gazfocus wrote: »

Thanks fluffnutter.

No, I did not get a response from my previous email. I have just contacted them with your recommendations. I have also just noticed that on my bill they've charged me for a call to a mobile number (at £2.52) which is impossible as the phone line has never worked.

Hmm, have they even got your number right?! Charging you for line rental is automatic and quite likely to happen even if the service is yet to start working properly. Charging for a call that can't possibly have been made suggests more worrying errors.

gazfocus

Just a quick update: still no contact from Virgin Media at all. Just tried phoning them but ran out of credit after 8 minutes of going through their ridiculous automated crap. Really not happy.

Flyboy152

gazfocus wrote: »

I'm not really sure where to post this so posting it here.

Two weeks ago today I had a Virgin Media package installed in our new house (TV, Broadband and Phone Line). Since the package was installed the Phone Line hasn't worked at all. We had an engineer out last Thursday and he couldn't fix the issue and was going to pass our details to the 'installations team' so it's still not working.

I sent off an email to Customer Services saying that I do not expect to be billed for a Phone Line that is currently not installed correctly, however, today, I have received a bill including billing for the Phone Line.

Can anyone offer any advice? Does the contract stand as things are now? I.e. Today is the 14th day since installation but a) I haven't signed a contract and b) the phone line has never worked so the 'Package' technically hasn't been correctly installed yet.

I'm just wondering if I can threaten to cancel the lot unless they sort the problem out and remove the phone line element from my bill.

Have you looked at all the entries on the bill. Is there an entry to discount the cost of the telephone line?

gazfocus

No, the only credit on the bill is the £49.95 I paid for the tivo box.

gazfocus

Right have sent a very long and very detailed email to Nick Berkett giving him 7 days to get this sorted (which is a 7 day extension over what I put in my last email to customer services).

gazfocus

Just got a reply from Neil Berkett's Pa's Pa.