[McYorkie]

Originally Posted by Rillington

UPDATE:

have just spent an 'entertaining' afternoon with CS on this issue and four people gave me four different answers. One said that TV Choice/TV Hits is paid for. The second said that it is free but the box says it is not and that when the box sends back the information the billing system will not charge me and that if I do get charged on my monthly bill then I should call CS and they will credit my account withy any charges. He added that when the software changes to TV Choice then it will be free and this will happen by May. The third seemed on a different planet and didn;'t even know what VOD was and what I was talking about I just hung up the phone when I was about to really have a go at him. The fourth said that browsing TV Hits was included but that charges apply to SOME of the content. I then followed this up by quoting the website and he said that "inlcuded" meant browsing the area is free and he gave me a teer's worth of free viewing. His advice was what the box says, goes - ie if the box says it is charged then I will be charged. None of the four people I spoke to said that TV Hits/TV Chocie is part of the XL package.

All did confirm that I was on the XL package but none of them said I would get this as part of the package and the STB says it is charged.

I think people should be very wary about all of this and be aware that you could get a nasty surprise if you are not careful. I'm not going to touch it with a long bargepole.

And these are supposed to be the new, improved staff that are trained better to be able to answer questions properly? For a company whose reputation is riding on the staff's behaviour towards customers as well as content, it doesn't bode well for keeping RB's "Virgin magic" intact when an example like that happens.

Nor does it inspire confidence in the customer that it's safe to use the supposed "free" content thats meant to be theirs to view. The idea is good, but so far its lacking in execution.

All thats needed is clear, concise information available as has already been said, so that CSR's don't get hammered from now until June with endless calls asking the same question.