[savvychels]

AARGh - seriously - it's about communication!! Couldn't check online today, but it only showed £50 credit two nights ago so I rang today and was told that the credit wasn't per TiVo - that it was a one-off refund of the installation charge!! I had to read the email through to her and she had to go back and check with her manager who confirmed that it was a refund per cost of TiVo not installation (which I didn't pay anyway) so apparently the 2nd £50 credit has been put on my account for next month's bill.

She had assumed it was to do with installation as whatever deal she had they had recently refunded her installation fee and just assumed that's what all the refunds were about.

I hate feeling like a stroppy cow on the phone but I had to be really firm to get her to check on it because she was completely convinced it was nothing to do with cost and all to do with installation.

I do feel bad for the frontline call centre staff because it's likely not entirely their fault. It may be in how the information is disseminated to them.

Anyway, fingers crossed all is good. I can't check as the online billing is down again. It seems for me that I can only access it about 5 days a month and the rest it says unavailable.