TiVo : Tivo charge per account?

[mcgillca]

Hi - just checked my package charge today, wondering why it was more than the VIP package advertised on line.

I have a VIP package, but have two Tivo's and being charged a fee per box (one as part of the VIP package, one in addition for the second Tivo).

However, I had two Tivo's from 2011 back when it was charged per account, not per box. Those who had the per account charge were kept on this arrangement - however, for some reason, this was changed for me in November last year (I know, I should check my bills more carefully).

Tried customer care, but they were particularly unhelpful ("Trust me, I've managed this since the beginning and its always been per box", "are you going to accept this", "I can't spend any more time discussing this with you" - a very helpful Moharmed Arif, who also told me he had no manager!).

Anyone else with 2 Tivo's from that period still paying just the one monthly fee?

Colin

Ring retentions, its the only way to argue.

Discuss, then argue if required.....

[howardmicks]

Originally Posted by mcgillca

Hi - just checked my package charge today, wondering why it was more than the VIP package advertised on line.

I have a VIP package, but have two Tivo's and being charged a fee per box (one as part of the VIP package, one in addition for the second Tivo).

However, I had two Tivo's from 2011 back when it was charged per account, not per box. Those who had the per account charge were kept on this arrangement - however, for some reason, this was changed for me in November last year (I know, I should check my bills more carefully).

Tried customer care, but they were particularly unhelpful ("Trust me, I've managed this since the beginning and its always been per box", "are you going to accept this", "I can't spend any more time discussing this with you" - a very helpful Moharmed Arif, who also told me he had no manager!).

Anyone else with 2 Tivo's from that period still paying just the one monthly fee?

Colin

defo speak to retentions bud,the others are a waste of time

[RobboEdin]

If you have changed your contract recently, say moving to the latest VIP Collection, then it would seem right that your charging is brought in line with the current charging mechanism.

[kgollop]

I have exactly the same problem. After several phone calls I got them to admit I was correct but they said the "system" would not let them correct the issue. They gave me a £30 credit. A week later someone else called me and said they could do me a monthly credit on the second box, saving me £5.50 a month so I would be better off, so I agreed to this. Firstly they took their £30 back after this, and then the £5.50 credit stopped after two months! I just felt like I was banging my head against a brick wall and eventually gave up a beaten man :-(

[kgollop]

I gave retentions another call after this thread got me thinking about things again. I calmly explained how I'd been a VIP customer since day one, was being overcharged and that I was frustrated by the constant price rises and new customers and those ringing up and shouting loudest getting big discounts. They too were unable to correct the billing error. However, after dropping MUTV and agreeing to a new 12 month contract they managed to get my bill down from £121.05 to £101.05 so I'm very pleased with that. I also ordered a Superhub 2 for £20 with self install.

Thanks to Brian in retentions, great service!

[MalteseFalcon]

Just proves that being calm and polite works in these matters. Wonder how busy they were last Friday with people calling to cancel their cancellations?

[kgollop]

Originally Posted by MarkC1984

Just proves that being calm and polite works in these matters. Wonder how busy they were last Friday with people calling to cancel their cancellations?

There was certainly a knowing laugh and a feeling of getting them onside when I mentioned people calling up and shouting for big discounts, and how that wasn't my style at all