[Chad]

Just got around to trying to sort this out. I know it's been a while but my parents are old school. They didn't want to rock the boat or cause me hassle etc.... Their package has gone up to £46.07 for XL Full House with V+HD plus £33.75 for SKY Sports = £79.82 per month.

Called Virgin Media today about this with 2 things in mind. 1. Can I get the package price down to match todays prices and 2. A proper explanation as to whether they've been overpaying and if so why.

First person I spoke with advised he'd apply a discount on the account for 9 months bringing the cost down to £68.70 per month. He advised after 9 months the price will go back up. He suggested he was applying this as a loyalty discount. I was not impressed as this is still £4.70MORE than the Full House TV & Sports Pack currently costs plus in 9 months my parents package would go back up to £79.82 per month. I told him I was not happy with this as it doesn't address the issue in regards to what appears to be overcharging and getting the price down to where it should be (in my opinion). He couldn't help me further. I asked to be put through to VM complaints but he told me there isn't a complaints team and I don't have anything to complain about!

I managed to keep my cool but could feel myself shaking. I told him I'll decide if I have a complaint not him. He put me on hold for a while and came back advising he'll get a manager to call me back within 15 mins.

2 hours later I got a call back from someone advising they can reduce the price to £68.70 per month if my Mum takes a new 12 month contract with TiVo. He said he'd try and waive the £14.99 connection fee. I asked him if they have been overpaying and if so can he explain why. He confirmed they have not been overpaying but couldn't fully explain why they are paying their current amount. I thanked him for calling back but confirmed by Mum didn't want to enter into a new contract until we get a proper explanation about her current billing structure. I confirmed I will be raising the issue as a complaint.

Here's the think. I'm not a complainer by any stretch of the imagination. I like to try and get matters resolved amicably without conflict or for the need to raise complaint however I found it almost impossible to get a straight answer to my questions today.

All I'm looking for is Virgin to get my parents package down to match the current £64.00 a month for Full House TV & Sports Pack. If they need to take a new 12 month contract with TiVo my Mum has no issue with this. Ideally I'm looking for Virgin to waive the £14.99 activation fee seeing they wrote to my Mum a few months back confirming she is entitled to a free TiVo upgrade. From there I'm looking for a clear and understandable answer as to why my parents appear to have been paying more for their package for many years. If it's a legacy package issue then fine, explain that to me and how it works.

I'm not looking for money back or anything but if Virgin can't reasonably explain why my parents bill appears to be higher than expected I'd be looking for them to apply a loyalty discount to my parents bill, even if it's just a couple of pounds each month, to smooth things over.

Can someone point me in the direction of Virgins terms and conditions? Also is there a facility for me to log a complaint online? Finally do Virgin have a code of conduct that is accessible to customers?

Any additional info would be a great help.