£3 per box not account

[jonandmarkuk]

I was looking to add an additional 500gb box before the £3 per box price came in. I was shocked on the phone when I was told it would be an extra £9.50 per month (£6.50 multiroom and £3 for Tivo)

So the price seems to have been increased by CS already, I didn't argue it and came onto here to check and know that it should be £6.50 extra.

Unfortunately as I really can't be bothered to argue the extra £3 per box Virgin have lost a sale from us,

The pricing structure for Virgin does seem a complete mess, I've still not had a answer as to why if I add Sky Movies in HD it's £28.50 a month yet if I add them as SD and then add the HD at a later date it's only £26.50 ?

The prices really need to be much clearer and easier to figure out.

[Anon]

£3 covers all boxes at present, £3 per box for orders placed on/after 1st November (confirmed by various VM staff on here and elsewhere - also as showing on the standard pricing on their website). The additional £6.50 multiroom seems to depend on who you talk to. Phone 150, thinking of leaving option 5 then ask them as they seem to have access to different deals to sales/normal CS.

Anon

[ashipway]

i have just telephoned CS and enquired how much it would be to get an extra 2 tivo boxes. This would give us a total of 3 boxes. Putting the price for the box activations to one side I have been told that my monthly costs will increase by an extra £13 . This is because I will need to pay £3 for my existing box ( thats ok and to be expected) but I was told that I will need to pay a monthly £6.50 subscription for multiroom for each box. This contradicts what Virgin are saying on this forum doesn't it...Can someone from Virgin please clarify whether ordering an extra 2 tivo boxes before 1 Nov will cost me anything extra per month.

[mike_gain]

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ashipway wrote:
i have just telephoned CS and enquired how much it would be to get an extra 2 tivo boxes. This would give us a total of 3 boxes. Putting the price for the box activations to one side I have been told that my monthly costs will increase by an extra £13 . This is because I will need to pay £3 for my existing box ( thats ok and to be expected) but I was told that I will need to pay a monthly £6.50 subscription for multiroom for each box. This contradicts what Virgin are saying on this forum doesn't it...Can someone from Virgin please clarify whether ordering an extra 2 tivo boxes before 1 Nov will cost me anything extra per month.

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The £6.50 is what VM charge for an additional outlet (their language not mine) which is basically any extra boxes on top of your main one.  The £3 charge being discussed here is the TiVO service charge which up to the 1st of Nov is per account and after it's per box. The confusion might be that some of us had their additional outlet fee waived as we were earlier adopters so we will not be paying any more for adding an extra TiVo as we already have an extra box we are not paying for.

Hope that helps clear up any confusion.

[ashipway]

Things have got even more confusing!!

Originally (about 3 hours ago) I rang CS and was quoted the following prices

500GB Tivo = £49.95 one off fee

1TB = £49.95 one off fee

Installation  £49.95

The sticking point was the 2x £6.50 multiroon which added an extra £13 per month to my bill.  I said I'd think about it and immediatley had a look on this forum as I find its the most useful way of finding out whats going on in the Virgin Media world! 

Long story short I rang CS back and spoke to someone new at CS who quoted me the following

500GB Tivo = £49.95 one off fee

1TB = £99 one off fee

Installation  £49.95

Note the above prices!! - I was quoted approx £50 more for the 1 TB Tivo box then the previous CS Operative had quoted and I was told that I would have to pay, not £13 extra per month but £19.50 !! per month.

Of course I complained and the CS operative agreed that the price of the 1TB Tivo box should be £49.95 but they could not provide me with an answer as to why I suddenly needed to pay £19.50 extra for two boxes. CS said they would look into the matter and call me back which they did about an hour later and the price agreed upon was a £49.95 one off fee for the 1TB box, and £49.95 for the 500GB box and £49.95 for the installation, totalling £149.85.

Finally, and heres the even more perplexing bit I am told that the increase in my monthly will beonly  £7.50 per month and when I asked the CS operative why this was she could not explain it (it doesn't even work out at £3 per box).

Anyway, I booked the installation for late Nov as I wanted to get the order in before the 1 Nov and decided to give up trying to resolve the problem with the CS as its like trying to swim through treacle and instead ring up the disconnection team tomorrow.

Why can't the CS scripts be updated so that everyone gets the same deals? Why can't my account be updated so that when I speak to someone the next CS operative I speak with knows what was discussed and what deals were offered and instead of being given an order number I was told I would be sent an email and so why haven't I recieved an email yet from the CS who promised it?

All in all I am pleased with my Virgin Media Services and have recommended Telephone and Broadband to many friends but I would not recommend TIVO TV just yet, purley on the basis that overseas CS needs to get sorted out. If it wasn't for the contributions everyone makes on this forum and the good input from the Virgin Media staff I have no idea what I'd do and thats just not right, a person should not have to rely upon a forum like this in order to find things out.

Rant over, will let you know what I find out about the £7.50 charge! 

[jr-roberts]

I tried to order a second box today, to get in before the 1st Nov increase. 1st Indian Sales rep said no way, it's £3 extra, so I decided not to.

I thought I'd call again later in the day. Got through to India again and asked for the price of a second Tivo 500GB, she looked it up and I could tell something wasn't straightforward as she was confused about the £3 charge. She put me on hold and when she came back.....she said my monthly bill had gone down with the addition of another Tivo box!!! So I'm now paying £5 less than I was this morning AND have a 2nd box. Explain that one.

Still, I'll believe it when I see it on my next bill. Just wish they'd send a confirmation email with new monthly package price.

John

[ashipway]

Good news for you but yet again confusion at the CS. Its such a shame because a good reputation is hrd to build but so easy to knock down and at present the confusion and conflicting advice is slowly demolshing VMs reputationion re: Tivo in my eyes. Come on Virgin its not difficult to sort out and instead of all this negative conversation you would be getting praise if only you could get the scripts / briefings / consistency of service sorted at he CS

[ashipway]

and to top it all the "confirmation email" was finally sent but it does not confirm my deal of the two extra boxes, installation date and pricing but instead......well read for yourself.....



Hello there,

Good news - Virgin Media Entertainment has approved your order, so we will be upgrading your account with Sky Premium channels on the date you requested. If you have ordered amazing HD this will become active at the same time.

Your account will be updated with your new monthly charges, however please note that if you have subscribed to our Sky HD Premium channels then this charge will be for each set top box that you requested to watch them on. Depending on the date we produce your bill, it may take up to 2 months for these charges to appear.

To find out more information about your bill just register or sign into your account at myvirginmedia.

If you want to remind yourself of the legal stuff, you can read our terms and conditions at Terms.

And that's all! You don't have to lift a finger.

Happy watching!


Kind regards,
The Virgin Media Team

[ashipway]

Sorted !

I rang the C again but got no joy, the third person I spoke with could not tell me what I'd be paying !
I was so disillusioned that I rang UK Disconnections to enquire about cancelling VM and The service I got was 1st class. The operative analysed the problem, was informative and basically sorted out the mess.
Excellant service which has restored my faith in VM, if only Overseas Cs was as good