VIP/VIP+ New and Improved VIP Package - Page 64

warrenb · 01-02-2011, 14:14

Don't get it. I have a standard def box which is yonks old, got when I first got cable about 5 years ago, and I have VIP50. So I would have already paid activation on the HD box downstairs (V+) and just want HD upstairs which is what I would get if I was going for a completely new install.

Looking on the website for VIP packages there is no mention of HD activation at all. Just install. Well I would like to do a self install.

blackthorn · 01-02-2011, 14:15

I`ve just had the same conversation with customer services and I reckon its hit and miss of who you get to talk to. The first 2 agents wouldnt budge on the Â£49 and Â£20 ( the Â£20 i was happy to pay, but I kept telling them the hd activation should be free on the vip50), anyway I said no thanks and rang a 3rd time. This time he said it was ok, no charge, the only other thing is, he arranged for an engineer swap out when a self install would have done but he still said no charge. I`ll be keeping an eye on my next bill.
He even waived the Â£20 but we`ll see

Digital Fanatic · 01-02-2011, 14:20

Quote:

Originally Posted by warrenb

Don't get it. I have a standard def box which is yonks old, got when I first got cable about 5 years ago, and I have VIP50. So I would have already paid activation on the HD box downstairs (V+) and just want HD upstairs which is what I would get if I was going for a completely new install.

Looking on the website for VIP packages there is no mention of HD activation at all. Just install. Well I would like to do a self install.

HD activation is per box, not per account. Self install is Â£20.

warrenb · 01-02-2011, 14:22

But not on VIP. Just want to bring the equipment up to what I should have on VIP 50. I am not adding a box as I want the old one taken away, just swapping.

blackthorn · 01-02-2011, 14:25

Quote:

Originally Posted by warrenb

But not on VIP. Just want to bring the equipment up to what I should have on VIP 50. I am not adding a box as I want the old one taken away, just swapping.

If its any help I just quoted this page and number1 underneath

http://shop.virginmedia.com/help/ins...n-charges.html

Digital Fanatic · 01-02-2011, 14:30

Quote:

Originally Posted by warrenb

But not on VIP. Just want to bring the equipment up to what I should have on VIP 50. I am not adding a box as I want the old one taken away, just swapping.

But you are upgrading a box to HD. HD is included in XL, but not all XL customers have it as they don't have a V-HD or V+HD. They don't get free HD activation either.

It's in the T&C's

Quote:

HD: HD activation fee is Â£49.95 with all TV packages for all new Virgin TV customers (subject to status and credit checks). Standard installation fee (Â£40) remains payable. HD activation fee of Â£49.95 only applies to first HD Box. For second and subsequent HD Boxes, HD activation is charged at Â£99.95 per V+ HD Box, or Â£49.95 per V HD Box. V+ subscription is included with TV size XL or Â£5.10 a month with TV size M, TV size M+ (Starter) and TV size L. Existing customers who do not wish to keep their SD box must pay a Â£49.95 HD activation fee for a V HD/V+HD box. HD TV set required. V+ HD must be kept for your minimum contract term. V+ HD Box may differ to that depicted. V+ HD Box remains the property of Virgin Media. Channels may be subject to change, regional variations.

---------- Post added at 13:30 ---------- Previous post was at 13:27 ----------

the only ones that could over-ride this would be Customer Relations. Staff in Customer Care will be following the guidelines I've quoted.

warrenb · 01-02-2011, 15:37

So what does this mean then

1. All customers ordering our VIP (Very Impressive Package) or VIP 50Mb bundles will receive V HD and V+ HD activations for free.

And if it is the case I have to pay Â£69.95 I think they can poke it. I already pay Â£99 a month for my services, if they think I am going to pay an activation fee for something which I should have anyway, i will cancel the whole lot.

---------- Post added at 14:37 ---------- Previous post was at 13:57 ----------

Well seriously guys you have really got to start to sort this out. Because Now I have been told I am correct there is no activation fee but they can't physically put a self install on the system for additional boxes/box swaps so I would have to pay Â£40 for installation.

Now this is the third price I have been quoted so far. And I have to say, frankly sums up the mess CS is at Virgin Media.

I am quite happy to pay Â£20 for the self install but just can't seem to get anyone to do it.

I was going to be quite happy to get a TIVO box as well, but now I think I might give it a miss. Heaven knows what the bill would look like.

Digital Fanatic · 01-02-2011, 16:51

The 1. above means on initial install. If you decide later on then the standard charges normally apply.

Actually thinking about it, I don't think we currently offer self installs for 2nd, 3rd boxes etc.

Is the Â£40 for manned install? Â£40 sounds like a bargain to me for what you'd be getting

warrenb · 01-02-2011, 17:11

What I am getting is what I should already have if I wasn't a loyal customer that was with Virgin Media before I got VIP50. Why do I have to pay for it. I am only asking for what I should already have.

Digital Fanatic · 01-02-2011, 18:00

Quote:

Originally Posted by warrenb

What I am getting is what I should already have if I wasn't a loyal customer that was with Virgin Media before I got VIP50. Why do I have to pay for it. I am only asking for what I should already have.

If you are not happy with Customer Care's answers then call Customer Relations on `150 option "thinking of leaving us". They may be able to help you .

warrenb · 01-02-2011, 18:13

Courier bringing v HD Box on Friday. No charge. Happy bunny.

Digital Fanatic · 01-02-2011, 18:18

Quote:

Originally Posted by warrenb

Courier bringing v HD Box on Friday. No charge. Happy bunny.

Good stuff

i love virgin · 01-02-2011, 19:19

Quote:

Originally Posted by warrenb

Courier bringing v HD Box on Friday. No charge. Happy bunny.

So how much did you pay?

knack · 01-02-2011, 20:01

Quote:

Originally Posted by i love virgin

So how much did you pay?

He said no charge..

trickytree · 01-02-2011, 20:56

Emailed Exec Office about the Â£7 charge of the HD channels and the blatant duff information about if I wanted to stop having the HD channels I would have to ditch the whole VIP buncle as it was now included.
All they did was reply saying the Â£7 credit was a 6 month goodwill gesture and no firm news on the VIP update.
They decided to completely dodge any comment about the false info I was given. All they did do was suggest I amy likr to upgrade to VIP50 as it was included in that package.

So after seeing the fees have been waived for upgrades to 50Mb can I just call up and get this sorted for free apart from the obvious increase per month?