SD : TV price rises

[BenMcr]

Originally Posted by Chad

Are people happy with the information being provided in regards to their price increase - Yes or No?

Would people have preferred clear and concise information as per the below link?

http://bt.custhelp.com/app/answers/d...5-january-2013

Except the way BT price their services isn't the same way Virgin Media do

Virgin Media offer bundles, which means that some bundles won't be incresing by the full amount of the consituent parts - therefore it would be misleading to put the per service increase on a website as it wouldn't apply to everyone

[Skie]

Originally Posted by BenMcr

Except the way BT price their services isn't the same way Virgin Media do

True. VM just seem to throw discounts and additions to your account until it works then hang up on you. My current 'bundle' is this:


It's an old picture, but it's not changed.

We only have 1 STB (a TiVo), but by looking at that you would be forgiven for thinking we have 3. The price is correct too, because some of those are actually deductions and not charges. So actually not showing prices for each item is detrimental in this case.

[BenMcr]

Originally Posted by Skie

So actually not showing prices for each item is detrimental in this case.

No, it's not, because the detail wouldn't make sense - which is why the bill format was changed.

[carlwaring]

This one's frustrating for me because I can see both sides of this one.

[Chad]

Originally Posted by BenMcr

Except the way BT price their services isn't the same way Virgin Media do

Virgin Media offer bundles, which means that some bundles won't be increasing by the full amount of the constituent parts - therefore it would be misleading to put the per service increase on a website as it wouldn't apply to everyone

Well if that is the case when putting prices up why can't Virgin breakdown what the increases are for in each individuals letter or e-mail? I think the feedback from Virgin customers in this thread makes it clear what people want and expect. If people ask for an accurate breakdown, surely they are entitled to it? Ultimately looking after the customer, especially when changing the monthly charges, must be paramount for Virgin?

Section H3 of Virgins terms and conditions state:

"We and/or Virgin Media Payments may change our charges at any time. Any changes to our monthly charges will be published by us and/or Virgin Media Payments on the Virgin Media website and if the changes are significant we, and/or Virgin Media Payments will do our best to give you notice of the change(s) at least one month before the changes take effect. Any changes to usage charges and tariffs will be published on the Virgin Media website and will be reflected on your next bill after the changes take effect."

Has this information been published yet? All I've found is the below:

http://my.virginmedia.com/customer-n...s-to-save.html

[Skie]

Originally Posted by BenMcr

No, it's not, because the detail wouldn't make sense - which is why the bill format was changed.

The detail would make sense, unless you didn't have a basic understanding of maths. Charges - discounts = price. It's the current bill which doesn't make sense, as it should include the V+ HD fee in the final total but doesn't.

Showing vague items with no price breakdown, especially when those items are discounts, would lead to people contacting VM as they think they are being charged for a service they aren't receiving. To use a horrible consulting term that is failure demand.

[BenMcr]

Originally Posted by Skie

The detail would make sense, unless you didn't have a basic understanding of maths. Charges - discounts = price. It's the current bill which doesn't make sense, as it should include the V+ HD fee in the final total but doesn't.

Ok, this is what your bill would look like under the old format (assuming you are on the £5 fee for TiVo)

Talk Weekends £0
TV XL £28
XXL 50Mb Broadband £47.25
V+HD Monthly Fee £0
1 Additional V box £15
Extra Set Top Box Discount -£8.50
TiVo Monthly Fee £5
Bundle Discount -£34.25

Line Rental £13.90

Much better eh?

[Skie]

Originally Posted by BenMcr

Ok, this is what your bill would look like under the old format (assuming you are on the £5 fee for TiVo)

<snip>

Much better eh?

Yup. I agree that at first glance it's still confusing, but at least anyone can whip out a calculator/pen + paper and figure out what the heck is going on. You dont have that option with the current bills unless you want to monkey around with the collections on the VM page (which will tell you to get lost if you enter you existing address).

What VM ideally should do is show the named collections and their price, then show the additions that a customer has chosen. i.e:

Premier Collection £45.00

Line Rental £13.90

+ 100 meg £7.25
+ Sky Sports 1 £15.50

= £81.65

So sorta have anything that isn't in the normal bundles shown as bolt ons, similarly to how an additional data package is shown on mobile phone bills. Its in addition to the tariff, it doesn't replace the existing data bundle.

[BenMcr]

Originally Posted by Skie

What VM ideally should do is show the named collections and their price, then show the additions that a customer has chosen. i.e:

Premier Collection £45.00

Line Rental £13.90

+ 100 meg £7.25
+ Sky Sports 1 £15.50

= £81.65

So sorta have anything that isn't in the normal bundles shown as bolt ons, similarly to how an additional data package is shown on mobile phone bills. Its in addition to the tariff, it doesn't replace the existing data bundle.

Don't disagree in part, however currently its either a choice between the old style and the new style - and as I do have to keep saying, the old style got more complaints than the new one does

I'd also question whether it could be compacted that much - I'm sure there is probably a rule somewhere where you have to show the actual service names

[Skie]

Originally Posted by BenMcr

and as I do have to keep saying, the old style got more complaints than the new one does

I'm sure I've heard the same reason given for the superhub

Originally Posted by BenMcr

I'd also question whether it could be compacted that much - I'm sure there is probably a rule somewhere where you have to show the actual service names

Slap it on the back of the bill. Heck, it could even act as an advert for the other collections if they were all listed.

Even if I dont always agree, I do appreciate learning more about VM and the issues you guys face, so thanks Ben.

[carlwaring]

Originally Posted by BenMcr

Ok, this is what your bill would look like under the old format (assuming you are on the £5 fee for TiVo)

Talk Weekends £0
TV XL £28
XXL 50Mb Broadband £47.25
V+HD Monthly Fee £0
1 Additional V box £15
Extra Set Top Box Discount -£8.50
TiVo Monthly Fee £5
Bundle Discount -£34.25

Line Rental £13.90

Much better eh?

Actually, yes. I preferred it that way

[passingbat]

Originally Posted by carlwaring

Actually, yes. I preferred it that way

Me too, if the only choice available is between that and the new one.

[andy_m]

I preferred it like that too. If people complained about the old way Virgin should have spent more time explaining it to them, rather than just making it less transparent so they wouldn't realise. They've basically decided to give less information to stop people thinking they might have a reason to phone in. It's bordering on a deceit.

Also, I'm sure those complaining was still just a small percentage of the customer base, but as per usual it appears the easy way out of greasing the squeakiest wheel was the route taken.

[carlwaring]

Originally Posted by passingbat

Me too, if the only choice available is between that and the new one.

Yes. Let's make it even more complicated

---------- Post added at 09:09 ---------- Previous post was at 09:07 ----------

Originally Posted by andy_m

I preferred it like that too. If people complained about the old way Virgin should have spent more time explaining it to them...

You mean just like they're having to now explain the new one. Hardly much different, is it? Six of one... etc.

Also, I'm sure those complaining was still just a small percentage of the customer base....

So just like Reminders then

[andy_m]

That's exactly my point, Carl. They've changed the bill because they were fed up explaining it, and find themselves in a position where they're still having to explain it. Should have just explained it properly in the first place and left the silent majority (ie. all those who weren't complaining) with the more transparent breakdown of pricing that their inaction suggested they were happy with.

I agree with you about reminders so I'm not sure why you've brought that up, but yes, that is a perfect example of Virgin trying to accommodate a loud minority. The difference in that example is that if you don't want to use them you don't have to. I'm stuck with the bill regardless, however.