VIP/VIP+ New and Improved VIP Package - Page 15

phenders · 27-07-2010, 11:39

Sorry, I thought you got the extra box with the XL TV package as well.

Just looked at recent bill and it appears that I am being charged Â£92.49 for my package? I will give them a call to ask why the Vip Package is advertised at Â£89.50.

frostygills · 27-07-2010, 14:06

Quote:

Originally Posted by phenders

Sorry, I thought you got the extra box with the XL TV package as well.

Just looked at recent bill and it appears that I am being charged Â£92.49 for my package? I will give them a call to ask why the Vip Package is advertised at Â£89.50.

There's a thread about this on the Billing forum, I'm in the same boat and all CS say is Â£92.49 is the correct price and the price on the website is for new customers only. I sent a complaint that the website says it's for existing customers as well, still awaiting a reply (4 days now).

As previous a poster has said, it's not great service looking after you long standing customers when they won't give you the same hardware as new. We are also without the 2nd room HD box / new router and have been paying the full advertised price for our services for 10 years.

ryan2801 · 27-07-2010, 14:11

Quote:

Originally Posted by passingbat

Why do you blame Virgin for something they have no control over?

Sky imposed the per box charge and prevented Virgin from getting Sports 3&4 in HD.

No control over? VM and Sky made a deal and guess who got mugged off?

passingbat · 27-07-2010, 14:35

Quote:

Originally Posted by frostygills

There's a thread about this on the Billing forum, I'm in the same boat and all CS say is Â£92.49 is the correct price and the price on the website is for new customers only. I sent a complaint that the website says it's for existing customers as well, still awaiting a reply (4 days now).

As previous a poster has said, it's not great service looking after you long standing customers when they won't give you the same hardware as new. We are also without the 2nd room HD box / new router and have been paying the full advertised price for our services for 10 years.

I had a similar problem at the weekend. I'm on triple XL with two V+ boxes. Whilst checking for someone else, I found that i was paying Â£1.50 more than the advertised price on the website.

I rang CS, who said that the web price was different to non website bought packages. I don't think you could buy via the web when I joined, years ago!

I said that was a load of rubish and Virgin promise to treat their exhisting customers the same as new ones. I asked to speak to a manager and she talked to the Manage and wouldn't put me through. The Manager said, via the Cs rep that I would have to contact head office. I asked for the managers name so I could quote it in the head office email and she refused to give it. They then said that Â£1.50 wasn't that much anyway! The principle of the thing got to me then and i asked to be put through to retentions.

The retentions guy asked me if I was after a discount. I told him I wasn't --- I just wanted to pay the price advertised on the website. To me that was fair. I also told him how dissatisfied i was with CS.

He then, straight away, offered me Â£9/month off my bill with a new 12 month contract. I've been a customer for around thirteen years and he said to always come straight through to retentions if there are any problems as they would always sort it out, particularly for long term customers.

It worked well for me!

hemelvirgin · 27-07-2010, 17:40

Quote:

Originally Posted by dan dority

agreed

agree here

phenders · 27-07-2010, 18:08

Called the CS and hit buttons asking to get through to "Customer wishing to leave". Guy at the end of the phone explained I was paying more because I had a extra box. I explained to him that the web site advertised extra box free with ViP package, after short conversation he agreed drop my package down to the Â£89.50.

Had several dealings with VM over the last few days and if you call earlier in the day you may be lucky to get through to the UK call centre and if you are unlucky you will get the overseas call centre (India or some where similar). UK Call centre Team very helpful but the overseas team where hopeless.

Physci · 28-07-2010, 14:59

Diane from CEO office is now saying the new VIP package details will be out in "early 2011" - so nothing this year then

Also confirms "we are looking to see what we can do for our VIP customers when we launch the HD channels in August" - could this be a Â£7 per month credit for all ? August is next week so, in thery, not long to wait to find out.

28-07-2010, 16:23

If they had any intentions of giving the VIP customers free Sky Premium HD then they would have done so when pre-orders started, not when they launch.

jab1990 · 29-07-2010, 12:06

great, so now a six month wait for a new revamped package.
i guess this means no tivo boxes for us vip customers

Cozzy · 30-07-2010, 09:09

So has anyone heard back from the CEO's office since last week ???

they havent exactly got long to sort things now but I havent had any further contact from them yet and the Â£7 discount/free Sky HD for VIPers ...

not quite as prompt as they were with the original contact and no delivery on firm offers yet so they cutting it fine...

Cozzy

TMLeafs · 30-07-2010, 20:17

Quote:

Originally Posted by Cozzy

So has anyone heard back from the CEO's office since last week ???

they havent exactly got long to sort things now but I havent had any further contact from them yet and the Â£7 discount/free Sky HD for VIPers ...

not quite as prompt as they were with the original contact and no delivery on firm offers yet so they cutting it fine...

Cozzy

they told me to ring on the 2nd august. I believe most was told that.

kgollop · 30-07-2010, 20:19

Quote:

Originally Posted by TMLeafs

they told me to ring on the 2nd august. I believe most was told that.

I was told they would contact me, we'll see. I emailed Diane the other day, and she said they were still waiting for the codes.

jodash · 30-07-2010, 20:20

Quote:

Originally Posted by TMLeafs

they told me to ring on the 2nd august. I believe most was told that.

I emailed and receivied a reply but nothing about a discount,will wait for the 1st bill to see what happens

masefield · 30-07-2010, 20:56

I have not heard either - but not sure if it means anything - but on the tv guide the channels names are not greyed out but are in white text. Does this mean that I am subscribed. I only say this because other channels that I don't subscribe to appear in grey text. Anybody know for certain?

mikcoles · 30-07-2010, 21:12

Quote:

Originally Posted by masefield

I have not heard either - but not sure if it means anything - but on the tv guide the channels names are not greyed out but are in white text. Does this mean that I am subscribed. I only say this because other channels that I don't subscribe to appear in grey text. Anybody know for certain?

Heard back today to say will get HD Sky channels from Monday and a Â£7 discount on my bill for 6 months, but had to agree to new 12 month contract.
VIP new bundle should be sorted by the end of 6 months.