Virgin Media Help Please

Debtworry_2

Hi all,

I will start at the beginning (always a good place to start)

I had virgin media installed on the 8th june this year, the package i had was:

1 standard box downstairs
1 V+ box upstairs (which i was told would cost £150)
Phone Line Evening & weekend
10mb BB

Anyway as i was a previous Sky+ customer i was used to Sky so cancelled VM on the 9th june (day after installation) i kept the BB, returned to BT phone line and i disconnected the VM boxes on the 9th and plugged Sky boxes back in.

As i thought that was cancelled i was happy, a week or so later i recieve a letter informing me that i have been using there services heavily and that my bill was going to be high, i then rang VM and told them i've cancelled and the boxes are packed away, and the BB is all i have, they told me that was what was pushing the bill up, i then told them it's unlimited?! they then said oh yes nevermind just ignore that letter it must be a mistake.

Then today i recieve 2 letters:

The first letter was telling me that because this months bill is going to be high, they have restricted services, and that if i know that the bill is high accept their apology.

The second letter is the bill £430.

On the reverse it says:

Total Service Charges £454

Refunds & Adjustments £62.

Advance Charges £62.
telephone line rental 8 july - 7 august £11.
free voicemail 8 july - 7 august £0.00
talk evenings & weekends 8 july - 7 august £3.95
add set box(es) discount 8july - 7august -£5.50
tv size XL 8july - 7august £20.50
bb size XL 8july - 7august £37
v+ box 8july - 7august £0.00
phone,tv & bb bundle saving 8july - 7august -£10.50
3 for £30 bundle saving 8july - 7august -£9.00
1 additional V+ box 8july - 7august £15.00

Other Charges £330.
installation charge 8june £25
V+ installation fee 8june £150
v+ installation fee 8june £150
payment handling charge 8july £5.


I rang VM and said i've been charged twice for V+ installation which they said is right even though i only had 1 V+ box! they then said this bill needs to be payed and i will not be getting any refund either.


Can anyone offer me advice on this please? not sure where i stand as this bill seems too high, and they also have a 30day money back gurantee?

epz_2

speak to the retentions team they seem to be the only ones with a clue, im sure v+ instalation is free for new customers but i havent been keeping track.

i would cancel any direct debit or youll get hit for more charges.

hurrah

http://allyours.virginmedia.com/websales/product.do?id=11491#note1

28 day money back guarantee: Available to new customers and existing customers taking a new cable service. Call us within 28 days of service activation to cancel and we’ll refund the 1st month’s £30 charge and installation charge. You will only be charged for transac tions (calls, texts, purchases, service upgrades) not included in the £30 package.

The guarantee only appears to apply to the £30/£40 package,the £30 package being.

Broadband Size: M
TV Size: XL
Phone Size: M

and you havent got this package,as you have Phone Size L ,and XL Broadband,plus you are keeping the broadband,also normally if you change any part of a package, standard prices apply.

If you only have one V+ box you should only pay one connection fee of £150.

See: http://allyours.virginmedia.com/html/dtv/vplus/index.html