Virgin Media

matthewbennion

Hi this is just a quick one!
I'm looking for help more than anything!

My virgin media digital tv service has been poor ever since I got it!

I've had issues from day one (I joined last june):

The service not working
The virgin digi box crashing randomly
The on demand service letting me buy a film and then telling me the film is unaccessable because there is an error.

I've had countless calls to complain, 3 different engineers round to try and fix the box and several months of refunds!

I however don't think this is enough and on serveral occations have suggested they send me a v+ box as a way of saying sorry which I have been refused with the comment "v+ boxes cost over £150 and your service issues don't amount to anywhere near that kind of money"

I just can't help but think I deserve more than a months tv refunds everytime their service refuses to let me do anything....

Does anybody have any idea how I could get more than just a silly one off refund everytime I ring and complain?

relay

Go elsewhere?

matthewbennion

I think I'm bound by the 3 for 30 offer...I'm sure your tied in for a year I'll check!

relay

Bum, ok in that case find out if they have a 'Customer Retention' department (they are the ones who grovell to keep your custom when you tell them you want to cancell because you are not satisfied with the service) and just tell them that you believe you can get better service elsewhere.

celtic_charmer

If you are tied in to them for a year then I think the only option is to sweat it out and then dump them. I don't think you can do anything else about it other than what you already are.

If they had failed to deliver any of the items then they'd be in breach of contract. This is how I got rid of NTL when they did their 3-2-1 deal as they never connected me up to the phone line - kept saying there wasn't space in the box.

IMHO they're still just NTL by another name - and should be avoided at all costs.

Voyager2002

Sounds as if you have a dodgy digi-box.

I have had a generally good deal from VM (and Telewest before them) but had some problems similar to those you describe, but things improved when they replaced my box. Perhaps you should insist on this.

thevinternet

We got a free upgrade to a better channel package - so it might be worth asking for that instead.

november

Agreeing with Voyager. Our box was rubbish and we downgraded to the free tv package (with phone line) as replay etc never worked properly - kept stopping mid programme. We complained several times and they never suggested replacing the box. Then a friend said she phoned them up and asked for a new box. So next time it froze the whole tv (happened about 3 times a day by then) I phoned and asked for a new box. They sent an engineer out the following day and we got a new box and remote.

They did ask me if a had a flashing light on the box when I phoned them which I had. That may be relevant. I think it means there is a problem with the box.

I think it helps with Virgin if you tell them what you want rather than just saying things don't work :rolleyes: Maybe the call centre can't work out what to do for themselves! I must admit once I told them I needed a new box I was very pleasantly surprised by how quick I got one