Re: VIP/VIP+ New and Improved VIP Package
 

Sent my email - got a call from Susan and she promptly offered me the £7 discount for 6 months as they revamp the VIP package.

She's now going to look into the charging issue - I only want equality!

I wasn't that hopeful when I sent the email but am suitably impressed with the speed of the response! :dunce:

Have had another call from Susan who has resolved the £3/month difference - she has credited my account £12 by means of back-dating and set my new monthly charge at £89.50. A very happy bunny at the moment!

Re: VIP/VIP+ New and Improved VIP Package
 

How long did it take for people to get a reply to the email's they sent to the CEO's office? I sent a mail on Saturday.

I got my VIP overcharge sorted and now being billed the £89.50, but was not credited the back-dating. When I called CS they told me that changing my bill to £89.50, I have now started a new 12 month contract. I said that can't be right, they said I'll have to get retentions to sort it out but, they are not working today due to technical problems. I think I'm being given the runaround.

Re: VIP/VIP+ New and Improved VIP Package
 

Hi just sent a email to the ceo office and got a call within a hour from a wonderful woman called susan. I said that I was unimpressed with the vip pack at the moment and also the discount that the people were getting for the HD channels.
I have had these added and the discount as well, but when I spoke to susan s isaid that it was wrong to offer a six month discont and tie the customers in to a 12 month contract, susan said that when the new vip pack was released if people wew not happy with they will be able to email neil berkett and they will look in to what to do.

Re: VIP/VIP+ New and Improved VIP Package
 

Oh right, I guess I won't be getting a call then.

Re: VIP/VIP+ New and Improved VIP Package
 

If you think that then resend the email in the morning when they are at work then as i sent the email on the off chance that i would get a reply.

Re: VIP/VIP+ New and Improved VIP Package
 

could someome please PM me Neil Burketts email address - thx

Re: VIP/VIP+ New and Improved VIP Package
 

Re: VIP/VIP+ New and Improved VIP Package
 

I received an email from Diane this morning offering the discount but conditional on agreeing a new 12 month contract. I emailed back to query the requirement to sign a 12 month contract for a 6 month discount but got an out of office reply stating she is out of the office until next Monday.

Just spoke to a lovely lady called June. She said that 12 month contract is required and that I would be pleased with outcome of VIP review. So I went for it :)

Re: VIP/VIP+ New and Improved VIP Package
 

When did you send your original e-mail swanny?

Re: VIP/VIP+ New and Improved VIP Package
 

EDIT: Sorry mate, misread your post. Original email sent on Saturday afternoon.

Re: VIP/VIP+ New and Improved VIP Package
 

I emailed Neil Berkett on 27th July and have not heard anything back at all!!

:mad::td::confused:

Re: VIP/VIP+ New and Improved VIP Package
 

Thanks mate, that's when I did too.

Re: VIP/VIP+ New and Improved VIP Package
 

You must have sent it to wrong email address. They always reply!
neil.berkett@virginmedia.com

try again!

Re: VIP/VIP+ New and Improved VIP Package
 

It is @virginmedia.co.uk for staff e-mail address so would be neil.berkett@virginmedia.co.uk

Re: VIP/VIP+ New and Improved VIP Package
 

Yes, I used the .co.uk one and got a call back within 4 hours....and a pretty sweet deal to boot ;)

Re: VIP/VIP+ New and Improved VIP Package
 

I sent one about an hour ago and I got reply from his PA!

Re: VIP/VIP+ New and Improved VIP Package
 

I got the same reply as above, after sending my email first thing this morning, haven't heard back as yet.

Re: VIP/VIP+ New and Improved VIP Package
 

I phoned the CEO's office 20 mins ago and the HD channels are now there!

Re: VIP/VIP+ New and Improved VIP Package
 

Original email sent to Neil at 13:27 on July 29th
Reply from Val Kemp at 18:02 on July 30th asking for my account number.
Replied at 19:55 on the same evening and immediately got an out of office reply until 10am on Monday.

No reply since but her Out of Office has a phone number supplied so I will be calling that later I think as it seems you all are getting replies from Diane etc

Re: VIP/VIP+ New and Improved VIP Package
 

Seems to me that Neil Berkett's office is turning into a mini Customer services/Retentions office.

It's pretty bad that you have to go to head office to sort this kind of thing out though; a bad reflection on Customer services/Retentions office or the way they are 'told/allowed' to operate.

Pleased all you VIPers are getting a result though.

Re: VIP/VIP+ New and Improved VIP Package
 

hello friends. just phoned up virgin and got offered £95.00 for the VIP package. currently paying £92.69 on XL with extra boxes and sky sports. is 95 quid about right?? reckon i should jump on board??

Re: VIP/VIP+ New and Improved VIP Package
 

How many extra boxes? £95 sounds about right for a V+ box and 2 V boxes and VIP. i.e. VIP (£89.50) and 1 extra V Box (£5.50).

Re: VIP/VIP+ New and Improved VIP Package
 

yeah got 1 v+ box and 2 v boxes. paying 92.69 on xl it sounds quite a bargain to get the movies on top for 95 pound. Without sounding like a money grabbing fiend do you think retentions might make an even lower offer? Never got in touch with rententions before.

Re: VIP/VIP+ New and Improved VIP Package
 

I've got VIP plus 1 extra box and I've just got it for £87.94 with a new 12 month contract and Sky HD free for 6 months.

Re: VIP/VIP+ New and Improved VIP Package
 

glad you posted this - I changed my addy and got the reply saying someone would get back to me.

Re: VIP/VIP+ New and Improved VIP Package
 

sent one off this morning, and got a reply

Thanks for your recent enquiry about our new HD channels and how they will affect your VIP package.

The great news is that the HD channels will be included in your VIP package, so you'll be able to enjoy them for no extra cost*. You don't have to do anything as we will automatically add the channels for you.

We really appreciate your feedback about the new HD channels, and we hope you're really happy about the outcome.



Still waiting for them to come on though.

Re: VIP/VIP+ New and Improved VIP Package
 

Got a reply from Diane.

Re: VIP/VIP+ New and Improved VIP Package
 

Great, so at least a 4 month wait for this revamped VIP package.

Re: VIP/VIP+ New and Improved VIP Package
 

To be honest HD channels isn't what I am really after!

I would rather have the 50Mb Broadband than the HD Channels.

Re: VIP/VIP+ New and Improved VIP Package
 

I emailed neil.berkett@virginmedia.co.uk
No Reply!!:mad:

Re: VIP/VIP+ New and Improved VIP Package
 

Re: VIP/VIP+ New and Improved VIP Package
 

Just got the std reply from Diane, it made no reference to the issue I raised with my VIP. Since I now have their number, I'll give them a call to try and resolve.

Re: VIP/VIP+ New and Improved VIP Package
 

As you are agreeing to a 12 month contract, I refuse to acccept the 6 month free offer. Although it looks like you are getting free HD, this is not the case. I believe VIP should get Sky HD free - this offer is a con!

Re: VIP/VIP+ New and Improved VIP Package
 

Have you not read the last few pages? They are revamping the VIP package this offer is there to keep people unhappy with the VIP package happy till they sort out a better deal for VIP customers.

I have taken the offer why not free HD for 6months and I aint going to be getting rid of the VIP anyway but I know the new VIP deal will be out before the 6 months is up with Sky HD in the package. How can you not see this?

Re: VIP/VIP+ New and Improved VIP Package
 

There is no guarantee the revamped VIP will include HD. It could be TIVO related, or 50Mb BB - I ain't paying anything extra for 2 Sky Sports HD channels, as I don't watch films.

Re: VIP/VIP+ New and Improved VIP Package
 

I doubt the tivo would be free so thats going to **** off VIPs, I also doubt the 50Mb will be added as again there would be a fee.

All I can see them doing is adding Sky HD to the VIP. And bring out a new VIP+ with the tivo, sky hd and 50mb at reduced installation costs than other customers.

Re: VIP/VIP+ New and Improved VIP Package
 

Just to let others know, I`ve just checked my usage bill online and the £7 discount has been applied to my account on the 2/8/10 .
It has been applied as a good will gesture.

Re: VIP/VIP+ New and Improved VIP Package
 

"B SKY B is facing a new battle over pay TV after Ofcom asked the competition regulator to launch an investigation into the subscription market for first-run Hollywood films"
Courtesy of BBC News

This may alter XL / VIP pricing structure faster than VM coming soon promise.

Re: VIP/VIP+ New and Improved VIP Package
 

so why the new 12 month contract is what I want to know? Are they talking about Sky Premium HD or 12 months on VIP?

to me that reply isn't all that clear.

Re: VIP/VIP+ New and Improved VIP Package
 

Called the Exec Office earlier as since Friday when they asked for my account number I had heard nothing.

Don't know the name of the woman who answered but immediately mentioned the £7 refund if I wanted the channels adding. No mention of a new contract or that it would only be for 6 months or anything. Explained they were working on a 'new' VIP and once they had they would be in touch about that which would be hopefully the beginning of the new year.

I also questioned why I was being charged £91.49 compared to the £89.50 on the website but she was quite sure that the website was wrong even when I said I had copied and pasted it into my original email etc.

So hopefully when I get back home I will have shiney HDness :D

Re: VIP/VIP+ New and Improved VIP Package
 

Just joined VIP myself had a very nice chat with June after I'd emailed about the amounts paying. Wasn't caused by me wanting the sports hd channels so to speak but more about getting more value for money with phone calls. Our bills after are nearing 130 odd quid. Hopefully paying a few quid extra will sort it out now am on VIP. Interested to see if they're all on then I get back home

Re: VIP/VIP+ New and Improved VIP Package
 

I've just read in the coming soon thread that people on VIP with 50mb broadband are getting the sky premium HD channels and a £7 discount added automaticaly to there account.

I find this really unfair to people on normal VIP who don't want the HD channels and if I wasn't going away for a few days tomorrow i'd be complaining about it.

Re: VIP/VIP+ New and Improved VIP Package
 

Ladies and Gents

Well I'm please to say VM have listen and have already started to action some changes that are required to the VIP.

VIP Pack now comes with Additional V HD Box - HD activated.

Its a start.

Re: VIP/VIP+ New and Improved VIP Package
 

See Screen Shot or go to http://allyours.virginmedia.com/webs...ct.do?id=11029

Re: VIP/VIP+ New and Improved VIP Package
 

great stuff as I pay for 2 HD boxes

Re: VIP/VIP+ New and Improved VIP Package
 

so will i be able to get a free upgrade to a vhd box on vip

Re: VIP/VIP+ New and Improved VIP Package
 

You will have to call CS - you may have to pay install charge or they may send the box in the post.

Re: VIP/VIP+ New and Improved VIP Package
 

good news indeed ... hope its not just for new customers ... now all I wish for is a good deal on a 50M internet deal that does not require me to give credit card details over the phone to sign up to it...
Dont mind paying for an upgrade or activation but I refuse to do so over the phone to another country (or this one for that matter) even if the call centre staff are vetted
Keep up the good work VM .... the future is looking much better now

Cozzy

Re: VIP/VIP+ New and Improved VIP Package
 

im on the 20 meg vip bundle and have took up the option of the hd premium channels
so i hope i can get vip 50 for the same price:)

Re: VIP/VIP+ New and Improved VIP Package
 

Can someone please help me on this as i am on VIP and i ordered the HD Channels on Monday and they were turn on then and was not told anything about the £7 they are taking off bill(so getting them free) but a £20 credit was put on my online billing on the same day which i dont know what its for.

So do i have to call them and get the free sports and movies HD till they sort out the new VIP or would they all ready do it?

I am on VIP pack with 20Meg broadband but i am going onto 50Meg at the end of the month.

Re: VIP/VIP+ New and Improved VIP Package
 

There's no monthly fee on the box anyway, so if you have to pay install there isn't any change for existing customers? Either way I've already paid out for one so will not benefit.

Re: VIP/VIP+ New and Improved VIP Package
 

just spoke to CS about another matter on my bill,mentioned about the £7.00 discount was told they did not know anything about it,mentioned about the 2nd HD box knew nothing about that,took my number and said will phone me back by monday at the latest (I already have a 2nd HD box (£15.00p/m)and am getting a £9.50 discount on it

:erm:

Re: VIP/VIP+ New and Improved VIP Package
 

so can of us on vip call up and order the vhd box and return our standard box? i currently have the sammy v+ downstairs and 2 standard boxes upstairs.

Re: VIP/VIP+ New and Improved VIP Package
 

I just got off the phone with CS and they insisted there is still a £49 activation fee and the website is misleading :(

Re: VIP/VIP+ New and Improved VIP Package
 

I spoke to CS who said they were unaware of anyone being offered free HD premium channels as per this forum. I pointed them this way.

I'm surprised that the CEO's office hasn't made CS aware of the situation.

Either Virgin should give all VIP customers deal or no one.

Re: VIP/VIP+ New and Improved VIP Package
 

I am on the VIP package with 50meg broadband and did e-mail them to see if i can an offer with the HD line-up.Got a responce like it seems many others that they would offer me it free for 6 months if i took a new contract out.However i was flicking through the channels last nite and noticed i now have all the HD channels.Nothing else fron virgin so i am wondering if im getting them for free as im on the VIP with 50meg broadband.I will have to ring and check to make sure thery are not charging me for it

Re: VIP/VIP+ New and Improved VIP Package
 

im also on the VIP 50 and i was checking my V+ i have all the new HD channels i never got a email saying i was getting them and when i checked my new bill i have noticed im also getting another £7 discount. however i would have prefered the new HD channels on my Hd box upstairs instead but cant complain if they are free.

Re: VIP/VIP+ New and Improved VIP Package
 

Quite agree with you.Something for every one at a reasonble price ( would always like to be lower) I never listen to the songs & rarely use ESPN, but hay ho. Add to the package Santana Ireland please !:beer::drool:

Re: VIP/VIP+ New and Improved VIP Package
 

Yes VIP50 people, you lucky ones, they have officially announced it http://community.virginmedia.com/t5/...010/m-p/107310

Re: VIP/VIP+ New and Improved VIP Package
 

See for us on VIP 20 Package if we pay the £20 Fee we can get VIP 50 at no extra cost?

Re: VIP/VIP+ New and Improved VIP Package
 

I'm a tad confused. Am on VIP just recently changed over and was told by a nice lady I spoke to that am getting the hd channels. All this has happened and am rather pleased. What's all this about VIP 50? Is it the same price as normal VIP? Do they get the hd channels indefinitely whilst normal VIP only get it for 6 months? It's gone quite over my head...

Re: VIP/VIP+ New and Improved VIP Package
 

So there is no extra monthly cost? I'll still pay what I'm paying now for VIP20????

Re: VIP/VIP+ New and Improved VIP Package
 

Yeah thats what I want to know I am already paying £96 a month for my VIP 20 package!

Re: VIP/VIP+ New and Improved VIP Package
 

VIP50 costs more per month as you are paying more for the faster internet connection, not sure how much more though

Re: VIP/VIP+ New and Improved VIP Package
 

About £9 more per month, but that's for 2.5x faster internet, AND all the Sky HD channels (which on it's own is £7).

Re: VIP/VIP+ New and Improved VIP Package
 

They should make that announcement more clear to be fair, I was getting qutie excited then!!

Re: VIP/VIP+ New and Improved VIP Package
 

I'm on the VIP50 package, the monthly price is £97.50. :)

Re: VIP/VIP+ New and Improved VIP Package
 

i wish virgin would put a link up on their website so i can order vip50 without phoning

Re: VIP/VIP+ New and Improved VIP Package
 

Holy **** I am getting ripped off! I am paying £96 a month for VIP 20!

I am getting on to the phone to Virgin ASAP! This is a joke!

Re: VIP/VIP+ New and Improved VIP Package
 

I could be tempted to upgrade to the 50 if they included in that visit swapping out my non HD second box for the HD version that is as standard now.
I'm right in thinking that if I wanted the HD movies and sports on that second box that would be another £7?

EDIT - £97.50!!! I am paying £91.50 (including the £1 paperless discount) so £6 more for the 50mb?
Don't understand why Nero is paying £96 at all if all he has is the standard VIP like me

Re: VIP/VIP+ New and Improved VIP Package
 

You're right, the VIP20 should be £92.50 a month, unless you have any extras like caller id etc. So that means VIP50 is £5/month more, not bad, thanks for the info Doz007 :)

---------- Post added at 13:11 ---------- Previous post was at 13:10 ----------

Yes it's only free for the main box

Re: VIP/VIP+ New and Improved VIP Package
 

When Did VIP 20 go up? It used to £85 a month! Just shows you how much I am out off the loop!

What time is the Virgin Media CS open to?

Re: VIP/VIP+ New and Improved VIP Package
 

i think its about 8pm then its CS in the middle of no where.. where u get some idiot then who doesnt have a clue what they are doing...

i found that out on sunday so if u get a problem never phone CS after 8pm or at weekends or your get someone in pakistan

Re: VIP/VIP+ New and Improved VIP Package
 

just phoned the c/s to upgrade from vip20 to vip50 and they are wanting £35 installation and £20 connection fee .
he said he would wave the £20 connection fee .
damn it i thought it was just the connection £20 fee we had to pay
sadly i didnt upgrade.

Re: VIP/VIP+ New and Improved VIP Package
 

You are right according to the announcement its only the £20 fee we have to pay!

Get back on to them and tell them its on their official site

Re: VIP/VIP+ New and Improved VIP Package
 

Right - Just ordered VIP 50

extra £5/mo Plus £20 activation Plus £49 activation for 2nd HD box.

This is a 1 month offer only after that installation fee gets applied.


I'm a tad confused about the early 2011 we have been quoted for revamped VIP package from Neil Burketts Office. I hope entering into this doesn't jeopardize anything I could be entitled to.

Re: VIP/VIP+ New and Improved VIP Package
 

i told the indian fella i read it on virgin medias twitter page and he said let me check it out then he comes back on the phone to tell me no thats wrong it will be £35 + £20 .
ill phone back later on and maybe ill get lucky.

Re: VIP/VIP+ New and Improved VIP Package
 

Ooo nice deal!

Is the 2nd HD Box instead off the standard box?

After the £49 a month is their no monthly fee?

Re: VIP/VIP+ New and Improved VIP Package
 

I noticed this yesterday but the website is still advertising it as £89.50 when you add the £77.51 + £11.99.
http://allyours.virginmedia.com/webs...ct.do?id=11029
I rang up yesterday and they added a refund to my account.

I`ve just rang up and added the 50 meg to my account, CS still dont know about the special offer to vip 20 people, got passed to 3 different departments before someone there said I could have it.
While I was on the phone I asked if my standard pace box upstairs could be upgraded to a HD box while the guy is there doing the modem swap to 50 and got told that would be £49 installation for that. I pointed out that the second box is standard hd on the vip package as standard now but she said because there was nothing wrong with the box then the £49 would apply. I told her not to bother with that.
Btw does anyone know if you still get the N adaptor for the laptops free, I cant seem to see it anymore on the website ?

Re: VIP/VIP+ New and Improved VIP Package
 

Here, free with broadband XXL http://allyours.virginmedia.com/html.../wireless.html

---------- Post added at 13:40 ---------- Previous post was at 13:38 ----------

Some of you may be having difficulty getting the free installation offer as all representatives may not be aware of it, so just keep trying or you might be better calling up tomorrow when everone has been made aware of it

Re: VIP/VIP+ New and Improved VIP Package
 

If your upgrading to VIP 50 from 20 should they not swap out your Standard 2nd box for a HD one? Aswell as the modem for 50 Meg?

Re: VIP/VIP+ New and Improved VIP Package
 

The 2nd HD box is a straight swap of the STB you already have - you just need to pay £49 to have it HD activated despite what the website says aparently.

Re: VIP/VIP+ New and Improved VIP Package
 

Thats exactly what I asked for being as the tech will be here but they insisted that it would cost an extra £49 for that.

Re: VIP/VIP+ New and Improved VIP Package
 

yes but you need to pay £49 to have HD activated :(

modem, router + usb connector included

Re: VIP/VIP+ New and Improved VIP Package
 

yes youre right ben
ive tried twice to update from vip20 to vip50 and they are saying £35 for installation and £20 to activate it.
ill try again tomorrow.

Re: VIP/VIP+ New and Improved VIP Package
 

OK - I have emailed and called the forum team and this is what they have said.

Link to VIP 50 Deal - http://community.virginmedia.com/t5/...010/m-p/107310

For VIP 50 customer i.e. customer who already have VIP package + 50 MB broadband - you should be getting the SKY Prem HD channels free, if not follow the below.

For VIP 20 customers i.e. VIP Package call 150 and ask to be passed direct to retentions - state VIP 50 Bundle from 5th August 2010 ref Mark Wilkin - Help & Support forum manager.

VIP 20 customers you will end up paying an extra £5 per month to get VIP 50, meaning you upgrade to 50mb Broadband and you get Sky Prem HD channels for free.

£20 activation applies

I have being told this package will become available via the internet soon.

Re: VIP/VIP+ New and Improved VIP Package
 

Red - I am being charged a seperate £49 activation fee for the HD box - are you being told different?

Re: VIP/VIP+ New and Improved VIP Package
 

can someone post the cost of the vip 50 bundle

Re: VIP/VIP+ New and Improved VIP Package
 

£97.50

Re: VIP/VIP+ New and Improved VIP Package
 

Re: VIP/VIP+ New and Improved VIP Package
 

does that includ movies and sports

Re: VIP/VIP+ New and Improved VIP Package
 

yes it does

Re: VIP/VIP+ New and Improved VIP Package
 

Just phoned retentions, got VIP 50 for £96.50 + £20 activation. Tried to get 2nd box changed to a v box for free, told I would have to pay £49 to have the HD activated.

Re: VIP/VIP+ New and Improved VIP Package
 

Do they send you the Modem out in the post are they getting Engineers out?

If I got the HD Box would the HD Channels be on the 2nd box aswell are is that another extra fee?

Re: VIP/VIP+ New and Improved VIP Package
 

Engineer bringing a new modem, router & usb connector. £7 to get premium HD on the 2nd box.

Re: VIP/VIP+ New and Improved VIP Package
 

point 1 - I have engineer booked
point 2 - I really hope so but never asked the question (is Ben around?)

Re: VIP/VIP+ New and Improved VIP Package
 

http://allyours.virginmedia.com/html.../wireless.html

Can you ask for one of these if your already on L (10MB Broadband)? Because my router is rubbish.

Re: VIP/VIP+ New and Improved VIP Package
 

50mb is engineer only install and the SkyHD channels are only free on your main box you would have to pay £7 a month extra for the additional box

---------- Post added at 15:48 ---------- Previous post was at 15:48 ----------

No you would have to upgrade to 20mb to be eligible even though they give them out free to new customers now

Re: VIP/VIP+ New and Improved VIP Package
 

woo hoo they are listening indeedy ... just booked the 50Meg upgrade ... £20 will go on the bill rather than payment up front and .... according to the CS i wont pay any extra a month ... mind you they thought i was paying £96 a month anyway which i havent been .. lmao

gotta love CS ... they either think they know it all but in fact know very little or they know nothing and take 3 hours to do a simple task which the customer usually talks them through how its done

so for a VIPer who was thinking the product was no longer worth the name ... it is now much more a 'Very Impressive Package' at what i consider a resonable price ... now to decide if i should let my 76 year old mother loose on an HD box :erm:

Cozzy

Re: VIP/VIP+ New and Improved VIP Package
 

According to Virgin Medias twitter you don't Pay the £49 fee for a HD Box.

https://twitter.com/Nero182/status/20385754907
https://twitter.com/virginmedia/status/20390336442
https://twitter.com/Nero182/status/20390419224
https://twitter.com/virginmedia/status/20393309384

---------- Post added at 16:08 ---------- Previous post was at 16:06 ----------

I am actually paying around £95 each month for mine so I am going to give them a ring and see if they can sort me out like they did with yourself!