I called customer services on Friday. This was because after receiving a recent email I wondered why as I have the More package I was receiving Sky Living, Sky 1 and Gold etc. but not CBS reality and the Horror Channel. It is also strange as it shows I have the M package on my Virgin account. When I phoned up the representative explained that the packages had changed on numerous occasions but that after looking at my account her could increase my tv package and broadband and i would be paying £48 instead of £54. I said to him are you sure and he said yes. Since then, my package has not changed and I have had no email confirming my new package. This is odd as I usually get an email immediately if I make any changes. It sounds like he made an error and instead of confirming this to me, he just made no changes and ignored the situation. Another nail in the coffin and a move to Sky on the cards - very poor practice Virgin.
Isn't it interesting how the Virgin staff reply to some comments but do not want to reply to awkward queries like mine! Sums them up doesn't it? You should get your downloadable tv guides set up correctly and not provide incorrect information.
Welcome to the Community, I'm sorry to learn about the problems you're experiencing with your service lately.
I've located your account to take a closer look and can see we last spoke to you on the 9th, in which the agent you spoke with notes suggest that you talked about the deals available and agreed you were on the best deal so left it.
If this isn't the case, I'd recommend giving our team a call on 150 from any Virgin line or 0345 454 1111 from any other so we can clear security with you and discuss the available deals in more detail.
Apologies again for the inconvenience this has caused.
Yes I had to call in to see what happened. I am on the More Plan and do not receive CBS Reality, CBS Action and Horror Channels which are clearly included for this package on the channel guide dated January 2017 wk2-1 so I should be receiving them. I also mentioned this and sent over the guide to your customer service line and have heard nothing back. Why have I not got these channels when I should do? Can someone finally come back to me on this?
I am on the More Package. Those channels are not accessible. The staff on the help line say that they are not available on the package so the tv guide is incorrect. Again Virgin should check these matters more thoroughly.