wheres the 1tb Tivo...

[stoob]

2 Problems ...

Number 1:

I was browsing the VM site last week and stumbled across 'Collections' for Existing customers. The main attraction for me was the 1tb Tivo as advertised here.

https://my.virginmedia.com/customer-news/articles/collections.html

So, i rang CS and 'upgraded' to the Premier Collection. The rep went through what i was upgrading to and said 60mb BB, extra V+ box, 1tb Tivo, etc etc all for a £49.95 installation fee. Great I thought, ordered there and then and the engineer arrived yesterday. When he was installing Tivo, i noticed the box it came in had 500gb on it. I asked the engineer and he confirmed it was 500gb, and said it was what he had been told to fit, even got out his work docs to show me. He told me to ring CS.

I rang CS and was told that if i wanted to upgrade to the 1tb Tivo, I would have to pay another £49.95 for a engineer to come and fit and activate it. I tried to argue that the website stated 1tb, the CS rep i spoke to when ordering said 1tb Tivo, but he wouldnt have it,

Can someone help me out please? Why does the website say 1tb, CS when ordering said 1tb, and then CS says they want another £49.95 If i want what was advertised.??

Number 2:

When watching any SD channel I get faint darkened lines roughly half an inch apart running vertically all the way across the screen. Oh HD exactly the same happens, but the lines are a lot closer together.

Anyone else seen this?

Regards

Stuart

[audiobookman · Accepted solution]

call retentions, there the only guys you can get sense from. Just ring 150 and select thinking of leaving. Im sure they will sort it out for you especially if your still in your cooling of period.

[stoob]

Thank you, I will do. Just out of interest how long is the cooling off period?

[PrinterElf · Accepted solution]

I think it's 7 days, but don't hang around just to be sure - the lines you're seeing might disappear with the 1TB box!

[stoob]

Think I had better ring when I get home then. If i cant get a resolution I will probably make use of the cooling off period and change providers. Shame really, been with NTL/Virgin for 10 odd years now.

[PrinterElf]

If you're adamant you ordered a 1TB box and you know which offer you ordered it under, then I'd expect that CS will honour it somehow.

[stoob]

how do you see it? I ordered the Premiere Collection as specified on this page for EXISTING customers.

https://my.virginmedia.com/customer-news/articles/collections.html

although saying that, that page has changed form yesterday. it now says extra HD box, instead of extra V+ HD box, and the essentials collection now says 500gb instead of 1tb. Thankfully the Premiere one i ordered still says 1tb

[PrinterElf]

If you ordered the Premiere Collection and it entitles you to a free 1TB box (rather than 500GB), then that's what you should have been delivered, and someone has messed up when entering your order into the system.

[stoob]

All sorted. Rang retentions, I understand its the lady's job to try and keep my business, but I dont think ive ever spoken to a more pleasant helpful lady. Kudos to virgin for that

1TB box + engineer booked for the 9th

thank you all for your help..

[PrinterElf]

Just remember not to record anything you can't watch before Thursday next week!

Also, make sure you show the engineer the banding on the picture and make sure it's not doing it on the 1TB box before he leaves! Or at the very least make sure he's confirmed it's your setup rather than the box...