Virgin Media

Threebabes

My sister has been with Virgin Media for 12 year.

Shes had her current box for over a year and its broke. Shes rang them up and theyve said its £280 for a new one. She said no she would cancel so theyve said if she cancels they want their box back and will charge her for it being broke.

Had anyone else had any dealings with them and any ideas?

MoneySavingSpender

Outside 12months warranty = massive fob off from any UK company.

Sometimes on large white appliances you can go via trading standards for what a product is worth percentage wise within a period of 6years but that is very cumbersome.

What I suggest if your sister doesn't mind a bit of blagging:
http://www.hotukdeals.com/forums/showthread.php?t=191300

King_Of_Fools

Virgin do not charge for a new box as you are only renting it from them and it is not your property. You just ring 150 and arrange a box swap for free.

marvin

King_Of_Fools wrote: »

Virgin do not charge for a new box as you are only renting it from them and it is not your property. You just ring 150 and arrange a box swap for free.

Rather depends on how it broke!

offerto

similar thing happened to me, but it was my modem that had broken, they said it was £90 to replace it... i told them politely that they would have to disconnect me, because there was no way that i was going to pay that amount, especially as i had been with them for 8 years, never missed a payment. they said fine you will be disconnected then- i hung up !
after a couple of minutes i was so incensed by the lack of respect for customer loyalty i rang them back, politely explained that i had just asked to be disconnected, and the reason why, got put through to retentions, who said no problem, we`ll send you a new one within 3 days,- result !
... except that after 4 days the modem hadnt arrived, so i rang back, to be told there must be some mistake, it would still cost me £90 to replace it, so i went through the whole story again, got an apology and a new modem arrived 2 days later.
funny thing though, another modem arrived 2 days after that .... so i now have a spare ... double result ...lol

char_student

Virgin are fobbing her off.

Virgin rent you the equipment and they own it. Therefore for as long as you have the equipment they will repair/replace it. Tell her to call back

Dee140157

I had a problem with my modem and they had to send an engineer to look at it. He didn't even bother when he saw how old it was and just replaced it straight away free of charge. The same had happened previously when I complained about the continual freezing of my tv services. They sent an engineer to look, who also took one look at the age of the box and replaced it free of charge. Why would they charge suddenly now?

littlemissfrugal

go ahead with the disconnection and they say they will collect the box but they never do stick it in your shed for 28 days then ring them an say you are leaving it outside

belfastgirl23

try their retentions people. Its worth keeping calling till you get the answer you want. Virgin's customer services is so poor it's beyond laughable...

samtheman_2

Threebabes wrote: »

My sister has been with Virgin Media for 12 year.

Shes had her current box for over a year and its broke. Shes rang them up and theyve said its £280 for a new one. She said no she would cancel so theyve said if she cancels they want their box back and will charge her for it being broke.

Had anyone else had any dealings with them and any ideas?

Virgin maintain the box - as long as its genuinely broken they will replace it for free. If it has been damaged by yourself expect a charge. What happened? it must be a v plus at that price.

Threebabes

She rang them back and virgin wouldnt budge.

Shes now cancelled and going through sky.

Thanks for your replies.