I did some research and discovered that the V+ Box (Samsung) is consuming 20W on standy - which translates into circa £15-£20 worth of electricity per year. This is not acceptable and should have been red flagged by Virgin a long time ago - nevermind, I decided to get rid.
I contacted Virgin and asked to drop down to non PVR box - which would save me £60 in annual subscription - and also the £20 in electric. The chap was very helpful and keen for me to use their self install option. All good so far - the new box arrived, I installed, sent the old one back using the returns service. The new Cisco box, when shutdwon completely, consumes 0.2W - fantastic.
I now today receive the bill - guess what - a £20 for and I quote "Installation Charge" - for me installing it!!
So I ring Virgin and get told that:
- A letter would have been sent out outlining the fee - no such letter was received.
- Can I get a copy of that letter - nope, we can't do that.
- I was told that the fee was outlined in my terms - could they show me where online - no.
- They then admitted that the CSR who took my call made a mistake by not telling me the fee.
- Would they be prepared to rectify this mistake by refunding the charge - no.
I am going to send this same post to OFCOM, Watchdog & Moneysaving experts - I understand that services have to be paid for, but not being able to demonstrate clear visibility of these charges represents mis selling in my book. They could have quite easily charged me £300 - and claimed the same terms applied. The principle of the non disclosure or ability to prove the source of cost is seriously at fault here.
