Installation charge for extra v-plus box £99 OR £150?

[denis]

Hi, I'm been trying to order an extra v-plus box from Virgin, I already have two but with a large family that's not enough. Until March 31 Virgin are offering half price installation for £99. But when I tried to order I was told as I already had a v-plus box I would need to pay full price installation i.e. £150. As a loyal customer this sounds unfair not to mention bad business, in these credit crunch days I expected Virgin to be more than happy to supply. If that really is Virgin policy I guess I will have to accept it. But my dispute is that when I asked where I can find that statement in their terms/conditions not one of their staff ( I spoke to four) could tell me! I'm beginning to suspect there is no such statement therefore, I feel, Virgin should honour their advert and give me the extra box for the £99 installation fee. Am I wrong? Does anyone here know anymore? Thanks in advance, Denis.

[Peter_]

Originally Posted by denis

Hi, I'm been trying to order an extra v-plus box from Virgin, I already have two but with a large family that's not enough. Until March 31 Virgin are offering half price installation for £99. But when I tried to order I was told as I already had a v-plus box I would need to pay full price installation i.e. £150. As a loyal customer this sounds unfair not to mention bad business, in these credit crunch days I expected Virgin to be more than happy to supply. If that really is Virgin policy I guess I will have to accept it. But my dispute is that when I asked where I can find that statement in their terms/conditions not one of their staff ( I spoke to four) could tell me! I'm beginning to suspect there is no such statement therefore, I feel, Virgin should honour their advert and give me the extra box for the £99 installation fee. Am I wrong? Does anyone here know anymore? Thanks in advance, Denis.

According to this link £99 http://allyours.virginmedia.com/html...lus/index.html

[denis]

Thanks for answering, that link is the web page I actually quoted from when I tried to order the extra v-plus box, I was just told, rather abruptly, that I had misunderstood the advert and it does not apply to existing v+ owners. That's when I asked where it states in terms/conditions that an extra box will cost £150.

[BenMcr]

Additional V+ boxes are £150

It is only the first V+ box you get for a reduced fee

---------- Post added at 00:13 ---------- Previous post was at 00:09 ----------

As for where it says it is £150 - it is here http://allyours.virginmedia.com/html...oncharges.html

V+ HD installation (per V+ box) £150

[denis]

Originally Posted by BenMcr

Additional V+ boxes are £150

It is only the first V+ box you get for a reduced fee

---------- Post added at 00:13 ---------- Previous post was at 00:09 ----------

As for where it says it is £150 - it is here http://allyours.virginmedia.com/html...oncharges.html

V+ HD installation (per V+ box) £150

Yes, I'm aware of that link also but as I said there is a special offer till March 31 i.e. install £99. What I am trying to find is where it stats: "It is only the first V+ box you get for a reduced fee." If it indeed says that then fair enough, but I dont belive it does and certainly no one at Virgin can direct me to it. Thanks. Denis.

[BenMcr]

It doesn't say online that it applies to the first V+ only - but it also doesn't say that it applies to multiple V+ boxes either

Personally I do get annoyed that whoever puts the Virgin's legal terms together don't make them as clear as they could be.

If you do want to argue it further you can always fill in the complaint form here www.virginmedia.com/contact

But I don't think you are going to get any joy at all

[denis]

Thanks BenMcr, that's what I thought, now I feel in a stronger position to argue the case. Just wanted to be sure I wasn't missing the statment anywhere. Denis.

[BenMcr]

And thanks for pointing out that it needs to say 'For the first V+ only' - I shall be sure to get it mentioned and hopefully updated ASAP

[Peter_]

Originally Posted by BenMcr

And thanks for pointing out that it needs to say 'For the first V+ only' - I shall be sure to get it mentioned and hopefully updated ASAP

Do you think we should hold our breath while we wait

[denis]

Just got it for £99!! No arguing, no threatening to leave, just a good customer service guy with common sense. He even scrapped the £5 per month charge. I guess like all company's it's the luck of the draw on who picks up the phone. Very pleased and I'd like to thank you guys for helping. Denis.

[BenMcr]

Good for getting it for £99 - unsure how they can scrap the £5 charge unless they have put you onto a new bundle price for all services.

[denis]

To be honest Ben I didn't ask, I just made sure I had the guys name and ref number in case there was any problems when the actual bill came in and got the hell off the phone as quick as possible.

[BenMcr]

And that is why Virgin staff still need to work on applying offers correctly. There should never be any confusion as to how a price has been arrived at

[denis]

Just as a matter of interest and completely off topic (hope that's OK) does anyone know if Virgin read/monitor this forum?

Originally Posted by denis

Just as a matter of interest and completely off topic (hope that's OK) does anyone know if Virgin read/monitor this forum?

If you mean the PTB, they may or they may not.If they do they aren't shouting it from the roof tops as far as I can judge.

However...it might be a good idea to be cautious about certain info that one does not want in the public domain and posting it for all to see.

They do however keep in touch with this site from time to time when they announce something of interest for our members.