TiVo : Got my £50 refund email today - anyone else?

[PhlangePhace]

Trying not to sound like a broken record, but just happened across this thread and was totally unaware of this refund proposal.

Appears it was announced approx 3 weeks ago.... well no email here nor has any credit been applied to my account as yet.

I'm not one to be impatient and jump straight in.... so does anyone know if the emails are still going out? (3 weeks after announcement)

How long should I leave it until phoning up to query it?
My last bill was generated 12/07 so I'm thinking I should wait until my next bill is generated on/around 12/08 .... that seem reasonable?

[SuperHighway]

Originally Posted by PhlangePhace

Trying not to sound like a broken record, but just happened across this thread and was totally unaware of this refund proposal.

Appears it was announced approx 3 weeks ago.... well no email here nor has any credit been applied to my account as yet.

I'm not one to be impatient and jump straight in.... so does anyone know if the emails are still going out? (3 weeks after announcement)

How long should I leave it until phoning up to query it?
My last bill was generated 12/07 so I'm thinking I should wait until my next bill is generated on/around 12/08 .... that seem reasonable?

Called them a couple days ago as not in receipt of either the refund or the email. I was assured that emails are still being sent out the refund would follow. My install was back in Feb.

[WDLaserjetGLOVER]

I have just received my bill by email.
£50 deducted.
I wish it was that amount every month.

[RobboEdin]

Originally Posted by PhlangePhace

Trying not to sound like a broken record, but just happened across this thread and was totally unaware of this refund proposal.

Appears it was announced approx 3 weeks ago.... well no email here nor has any credit been applied to my account as yet.

I'm not one to be impatient and jump straight in.... so does anyone know if the emails are still going out? (3 weeks after announcement)

How long should I leave it until phoning up to query it?
My last bill was generated 12/07 so I'm thinking I should wait until my next bill is generated on/around 12/08 .... that seem reasonable?

Are you a previous S1 owner who installed the new TiVo in February?

[PhlangePhace]

Originally Posted by RobboEdin

Are you a previous S1 owner who installed the new TiVo in February?

Strange, I know, but I'm not sure .... was one of the early ones to be contacted, but my s1 TIVO has been in the loft for a few years, inactive ....

I registered interest in VM-TiVo, as an existing triple-XL customer.... and was contacted in Feb (and paid the £150 or whatever it was) but didn't get installed until April because I had an XLBB to XXLBB upgrade already booked on the system for March and they can't 'load' more than one upgrade on their system (unless its all booked at the same time).

So I was an early adopter, paying the full whack for 1TB box, but I was an existing customer, not a new Virgin customer from the Tivo s1 promotion.

Why, out of interest? Do you think that makes a difference?

[BenMcr]

Originally Posted by PhlangePhace

Why, out of interest? Do you think that makes a difference?

Shouldn't make any difference at all. Everyone that paid £149 for a 1TB TiVo should get a £50 refund

[nigelmclelland]

Originally Posted by BenMcr

Shouldn't make any difference at all. Everyone that paid £149 for a 1TB TiVo should get a £50 refund

Cant they just charge £99.00 instead of giving a £50.00 voucher?

[BenMcr]

Originally Posted by nigelmclelland

Cant they just charge £99.00 instead of giving a £50.00 voucher?

They do now. The refund is for those that have already been charged

[TheDon]

So after getting my refund before this was announced, my next bill has been generated and there's a £50 Tivo credit on there too... obviously the automated one has gone on as well as the one I got earlier.

Tried phoning up to query it but offshore don't seem to have a clue and just kept repeating "yes sir that is correct" seemingly unaware that getting two refunds isn't correct. 3 agents and not one understood what I was getting it.

Going to give up and just wait for VM to figure it out.

[RobboEdin]

Originally Posted by PhlangePhace

Strange, I know, but I'm not sure .... was one of the early ones to be contacted, but my s1 TIVO has been in the loft for a few years, inactive ....

I registered interest in VM-TiVo, as an existing triple-XL customer.... and was contacted in Feb (and paid the £150 or whatever it was) but didn't get installed until April because I had an XLBB to XXLBB upgrade already booked on the system for March and they can't 'load' more than one upgrade on their system (unless its all booked at the same time).

So I was an early adopter, paying the full whack for 1TB box, but I was an existing customer, not a new Virgin customer from the Tivo s1 promotion.

Why, out of interest? Do you think that makes a difference?

Originally Posted by BenMcr

Shouldn't make any difference at all. Everyone that paid £149 for a 1TB TiVo should get a £50 refund

I think it makes a difference because I have asked repeatedly on many fora for former S1 owners who installed pre-April to come forward and say that they have received this £50 cashback and nobody has done so.

I think that this cashback is ONLY being given to pre-registered, existing customers who all had to wait until April to get installed. It was they that were promised a great deal and never got it. The former S1 owners got a great deal which was two months earlier install.

Ben, you keep using the 'should' word. Surely somewhere in Virgin Media the criterion for this cashback must be known and must be getting applied to billing systems?

IF CUSTOMER PAID £149.95 FOR TIVO ACTIVATION
AND CUSTOMER EQUALS PREREGISTERED NOT S1 OWNER
AND INSTALL IN APRIL OR LATER
APPLY £49.95 CREDIT TO ACCOUNT

[Rankrotten]

Originally Posted by RobboEdin

I think it makes a difference because I have asked repeatedly on many fora for former S1 owners who installed pre-April to come forward and say that they have received this £50 cashback and nobody has done so.

I think that this cashback is ONLY being given to pre-registered, existing customers who all had to wait until April to get installed. It was they that were promised a great deal and never got it. The former S1 owners got a great deal which was two months earlier install.

Ben, you keep using the 'should' word. Surely somewhere in Virgin Media the criterion for this cashback must be known and must be getting applied to billing systems?

IF CUSTOMER PAID £149.95 FOR TIVO ACTIVATION
AND CUSTOMER EQUALS PREREGISTERED NOT S1 OWNER
AND INSTALL IN APRIL OR LATER
APPLY £49.95 CREDIT TO ACCOUNT

I'm a previous S1 owner (and a 15 year virgin/ntl subscriber with V+) and have not had amy email about a refund.

If this is true than I'll not be happy.

[savvychels]

Right - well next bill is in and a bit frustrated. For those of you who have/had TWO TiVo's installed and rang up to ensure you got the second credit please double and triple check your bill. I was assured (after arguing with the rep that it was NOT an installation refund so I WAS supposed to get £50 per TiVo) that the second refund had been credited, but I am only ever able to access my online bill the week it's released. The rest of the month I cannot access it due to 'website issues' which seems to happen every month. So I had no way of verifying till I got my bill today whether it had actually gone through.

Despite assurances that it had, I only had the single £50 refund. When I called up he had to go back through the notes and saw where it had been approved, but no one had actually bothered to follow through and action it. So he got immediate approval to action it now and apply it to this bill (ie reduce my DD by £50 and 'carry over' a balance to next month's bill where it will balance out).

Again - I appreciate the great service I've been getting when I've been having to call, but I shouldn't have had to call to get the refund for the second TiVo in the first place, and then I shouldn't have had to call AGAIN to get it actually actioned.

I actually DON'T want to moan, but it's the little things...

Anyway, for those of you who had two and were assured you were getting the 2nd refund, just double check

[ash88uk]

Originally Posted by TheDon

So after getting my refund before this was announced, my next bill has been generated and there's a £50 Tivo credit on there too... obviously the automated one has gone on as well as the one I got earlier.

Tried phoning up to query it but offshore don't seem to have a clue and just kept repeating "yes sir that is correct" seemingly unaware that getting two refunds isn't correct. 3 agents and not one understood what I was getting it.

Going to give up and just wait for VM to figure it out.

Me too.

It's their mistake not ours, why waste our time trying to correct their mistake?

If they want to give me a second refund then I will take it, times are tough.

[BenJSmyth]

Originally Posted by savvychels

Right - well next bill is in and a bit frustrated. For those of you who have/had TWO TiVo's installed and rang up to ensure you got the second credit please double and triple check your bill. I was assured (after arguing with the rep that it was NOT an installation refund so I WAS supposed to get £50 per TiVo) that the second refund had been credited, but I am only ever able to access my online bill the week it's released. The rest of the month I cannot access it due to 'website issues' which seems to happen every month. So I had no way of verifying till I got my bill today whether it had actually gone through.

Despite assurances that it had, I only had the single £50 refund. When I called up he had to go back through the notes and saw where it had been approved, but no one had actually bothered to follow through and action it. So he got immediate approval to action it now and apply it to this bill (ie reduce my DD by £50 and 'carry over' a balance to next month's bill where it will balance out).

Again - I appreciate the great service I've been getting when I've been having to call, but I shouldn't have had to call to get the refund for the second TiVo in the first place, and then I shouldn't have had to call AGAIN to get it actually actioned.

I actually DON'T want to moan, but it's the little things...

Anyway, for those of you who had two and were assured you were getting the 2nd refund, just double check

Why is it we seem to have similar problems with VM. Firstly the Talk International plan and now this!

I am still waiting for my second £50 credit to arrive on the account. I firstly emailed and got a reply saying I would receive a £100 credit. When I received my bill only £50 was credited, so I called and was told it had now been put through. About a week later (which was about a week ago) I phoned for a third time and was told there were notes on the account for the second credit and that it would definitely get actioned before my next bill. Still nothing though. I shall wait another week then contact them again I think. My bill isn't due to be created until the 25th or so.

[passingbat]

Originally Posted by BenJSmyth

Why is it we seem to have similar problems with VM. Firstly the Talk International plan and now this!

I am still waiting for my second £50 credit to arrive on the account. I firstly emailed and got a reply saying I would receive a £100 credit. When I received my bill only £50 was credited, so I called and was told it had now been put through. About a week later (which was about a week ago) I phoned for a third time and was told there were notes on the account for the second credit and that it would definitely get actioned before my next bill. Still nothing though. I shall wait another week then contact them again I think. My bill isn't due to be created until the 25th or so.

You shouldn't need to wait for your next bill. My credits appeared on 'My Virgin Media' under 'Charges since your last bill'. The first fifty was automatic. the second appeared later in the day that I phoned them.