Can someone confirm this?

[EvoUK]

I had my Virgin package upgraded to the Premier collection today as an existing customer. When I ordered the upgrade via the phone the guy I spoke to said regarding the Tivo box I would receive 1TB box with a £49 installation fee and that was it. Today after the techicians left I had a play with the Tivo and noticed I had been given a 500gb box. So I've just got off the phone to customer support and I've been told what I've been given is correct and if I want the 1TB I need to pay an activation fee. At no point when I ordered it was I told this or that I'd only get a 500gb box. Needless to say I said it even states it on your website that 1TB is part of the package and the guy I spoke to said that's what I would get. The woman clearly says that was incorrect and the website is wrong. So question is who's right?? But as a good will said she she would upgrade it to the 1TB version. 

[BenMcr · Accepted solution]

There is a current offer for customers upgrading to any of the Collections that upgrades the TiVo you have installed to the 1TB box

[EvoUK]

Thank you for confirming this. Why she thinks differently to what's on the website I'll never know.

[audiobookman]

your within your cooling off period - go though to retentions and get it sorted that way, the guys in retentions KNOW what they are doing and not reading from a script.

[andyf]

I had exaclty the same problem. Assumed I'd be given what was actually offered on the website, so didn't confirm when it was offered to me.

Ended up with a 500GB tivo instead of a 1TB, and got so frustrated on the phone trying to make CS people understand who would only read from a script. They wouldn't even look at the web page and insisted I was wrong.

I'm probably outside the cooling off period now too, so am a bit of a loss what to do to get what I should have beeen given in the first place.

[EvoUK]

Good news.....I got through to retentions and after getting the guy to check the website I'm now getting my 500mb Tivo box swapped over to the 1TB version. Apparently they were still under the impression that the old offer of 1TBmb boxes had ran out so hopefully by pointing  this out they will tell their staff the actual deal. I know the 500mb has enough storage (for some) compared to the old V+ box but I don't fancy having to pay another £49.95 + the charge of a 1TB box in the future when I can have it now.

So if anyone else is having the same problem state to them its on their website and get them to check it! There is nothing in the T&Cs that states otherwise.