Can't change subscriptions during COVID 19

Parv2507

HI everyone,
My question is in several parts, but all boils down to the same issue: i.e. not being able to get in touch with a TV/Broadband subscription provider during this COVID 19 crisis.
Firstly, I changed from Sky to Virgin as they offered me a good introductory offer.
I went for 3 x TV boxes (Multiroom), Broadband and Phone.
The engineer came out and installed just 1 x TV box, Broadband and Phone. I perfectly understand that they want to limit the time they spend in customers houses.
But when I check my first bill, it includes charges for the 3 x TV boxes, even though I only have the one installed.
I can't get through to customer services on their phone number as there isn't anyone there.
I have tried half a dozen times to send then on-line messages over the last week...still no reply
and I've tried texting them on their text messaging number and again still no reply.
So it looks like they will continue to take money out of my account, possible for many months, for equipment I never had installed.
Where do \i stand?
As a related side note, You can usually upgrade a package on-line, but if you want to downgrade or cancel (e.g. your contract is about to end) then all providers require you to telephone them (no on-line option to do these)
But how can a customer do this when the provider isn't available on the phone....They'l just keep taking your money.
Does't seem right at all during this COVID 19 crisis they seem to be locking people in!
Any advice would be much appreciated as I'm sure a lot of people are in the same boat right now.

[Deleted User]

Parv2507 said:

But when I check my first bill, it includes charges for the 3 x TV boxes, even though I only have the one installed.
I can't get through to customer services on their phone number as there isn't anyone there.

Clearly you are stuck paying extra for boxes which haven't yet been installed for the immediate  future. 

However, when things get back to normal, you'll   obviously receive a full refund or an account credit for this period of any service you've paid for and not received. 

 You are hardly truly out-of-pocket as you would have been paying the extra  amount anyway if you'd had a full installation. 

In the meantime, frustrating as it is, you'll just have to be patient. If this is all you have to worry about at the moment, consider yourself lucky...

As to your other query about possible cancellation for those out of contract, clearly this will also prove difficult at this time although it's possible to "pause" Sky Sport online during this period while there is no live sport...

mac.d

I'd send them a letter stating that facts of when you joined, what you are paying for & being billed for and what was installed. Say you appreciate the issues due to Covid-19 but just want it put on record that you are requesting a refund of the extras up until they either correct your billing or provide the extras.

Complaints, Virgin Media, Sunderland, SR43 4AA

[Deleted User]

mac.d said:

I'd send them a letter stating that facts of when you joined, what you are paying for & being billed for and what was installed. Say you appreciate the issues due to Covid-19 but just want it put on record that you are requesting a refund of the extras up until they either correct your billing or provide the extras.

Complaints, Virgin Media, Sunderland, SR43 4AA

No one will receive (or take any action) with regard such a letter until the current crisis is at an end. 

The OP should simply await a time when he can actually communicate his concerns directly via telephone.  

Hopefully, it won't be that long...

JustAnotherSaver

I was going to ask a similar question but since your thread is already running, no doubt the thread police will just link your thread on mine so i may as well ask here.

For those who are coming to an end of their contract, what are you doing?

For example .... my BT TV/fibre/phone deal ends at the end of April. I had planned to have a look what else was available. Virgin Media has come to the area since i took out BT, although i would rather not have new cabling and drilling through the tanked walls. Going to Sky was going to be looked at as well.

I had a look the other day and Sky website wouldn't even let me look at new customer deals. It was just shut off totally. I haven't looked since, not even before i made this post.

Had a look at Virgin and it'll be about £20-£25 cheaper to go with them than stay with BT. I'm aware Virgin are still doing installs but i'm aware the installers are very Pd off about doing new installs rather than existing install maintenance as a new install is likely not going to be 'essential'.

Are others just taking the hit and sticking with who they're with right now and will move on when this Coronavirus thing settles down or what?

[Deleted User]

JustAnotherSaver said:

For those who are coming to an end of their contract, what are you doing?

They are sitting out the crisis  at home with their current provider, just like most of the telco call centre workers who otherwise might have been available to offer a retention deal. 

Since you have to give a month's notice even if you are no longer in the minimum term, transferring to another provider at this moment is hardly a money saving ( or responsible) action. 

As I said earlier to the OP of this thread, if this is all you have to worry about at the moment, consider yourself very lucky...

Parv2507

Many organisations and the better companies have gone out of the way to make provisions for their customers during this difficult period. Whilst others have chosen to take advantage and profiteer from it.
It would have been fairly straight forward to allow customers to perform certain actions on-line, as opposed to holding them hostage to a non-existent telephone only method. 
And no, It isn't rocket science to have made this possible (I'm an I.T. Manager with over 35 years in the business)

[Deleted User]

Parv2507 said:

Many organisations and the better companies have gone out of the way to make provisions for their customers during this difficult period. Whilst others have chosen to take advantage and profiteer from it.

Telco operators will never allow people to simply cancel online as they realise that they are far more likely to retain custom via a telephone conversation in which retention deals can be offered. 

To expect these firms to make such full cancellations available online for the next few weeks is to expect them not to "profiteer" but more likely to kiss goodbye to their future business model. 

There will be abject terror in the boardrooms of these businesses at the moment, not that there might be cancellations during the lockdown, but at the very real prospect of a global downturn in the world economy in the very near future.  

I suggest looking at this from a far wider perspective 

Chino

Moneyineptitude said:

but at the very real prospect of a global downturn in the world economy in the very near future.

Where have you been for the past month? That's happened already.

[Deleted User]

Chino said:

Moneyineptitude said:

but at the very real prospect of a global downturn in the world economy in the very near future.

Where have you been for the past month? That's happened already.

It's only the beginning, mate...

mac.d

Moneyineptitude said:

No one will receive (or take any action) with regard such a letter until the current crisis is at an end. 

The OP should simply await a time when he can actually communicate his concerns directly via telephone.  

Hopefully, it won't be that long...

I didn't say that someone would do anything about it right now, but if you put it in writing its on record exactly what your request is, and when its dated from. Which would hopefully result in it being quickly acted upon, as and when staff are available to do something about it. Plus it will hopefully save the hassle of trying to phone up the busy customer services team at some future date.