Forum Discussion

JT17's avatar
JT17
Joining in
10 days ago

Breach of contract - so far tried 8 times to get issue resolved but am being ignored

Got a message on our tv that our Virgin media box needed updating so we could continue to use Netflix

So called Virgin on 3rd December 2024. Upgraded our package to a new 18-month contract and was told we would get a new box shipped to us as part of this new contract. Email confirmations sent to me on this.

Box never arrived. Poor, poor timing as before Christmas and wanted access to Netflix for family

So rang a second time. After a long wait/call (over an hour) was again promised a new box would be shipped. And would be done asap

Guess what – no box arrived

So rang a third time. More long waits/calls. This time said we would need to upgrade to Virgin broadband as well as our media package to get the new box. Said I didn’t want this as I was perfectly happy with my current supplier and lacked trust in Virgin. Person I spoke to said he would escalate and get back to me. He also advised me to contact Virgin via online chat and this would be followed up too.

Guess what – not heard anything from third contact or the online chat.

So made an online complaint

And hurrah had a reply on Monday 6th Jan including the statement

“please let us know your convenient date and time we"ll arranged a callback within the next 24 to 48 hours to investigate the issue and provide a clear and comprehensive update”

Well, that was a step forward. Good for you Virgin. Replied Tuesday first thing with some times. But guess what – no response. Chased Tuesday evening. No response. Chased Wednesday pm as 48-hour deadline was getting close. I don’t want to keep you in suspense but guess what? Options one – box arrived delivered personally by Richard Branson with a huge apology, a large credit on my account and a bunch of flowers. Or options two - no reply.

Don’t want to keep you in suspense but it was option two - no reply.

So, wondering what will happen next?

I note when customers sign up to a contract with Virgin and subsequently want to cancel Virgin can heavily penalise. Virgin agreed a contract with me and are in breach of this. It appears they now want to cancel this. I wonder what they will offer me when it is this way round? And how far I will have to go to actually get them to stop avoiding dealing with this?

 

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    9 days ago

    There are others on here much better on VM TV queries than me but it sounds suspiciously like you were missold a needless new 18 month contract here. 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    9 days ago

    Hi JT17 

    Customers with the older tivo boxes would have received onscreen messages and may have also received emails advising that netflix was being removed from those boxes from the end of October.  If those tivo customers still wanted to watch netflix via their VM set top box then they would be offered an upgrade to the 360 box. 

    The older tivo box is the only VM set top box that can be used without a VM broadband connection as it contains it's own inbuilt modem. 

    The actual tivo boxes are being phased out and if broken are replaced with a V6 box. In those cases if the customer doesn't have a VM broadband connection then they might be offered  a 'free TV data connection' which technically means they would only have VM internet for on demand, apps etc via the VM TV set top box.  I suggest you ask if you can take that option. 

    Failing that it looks like you would either need to take out VM broadband, revert back to the tivo on the old contract and continue with that until the box breaks or VM force customers onto a newer set top box, and either use a smart TV/firestick etc for your netflix consumption..

    • JT17's avatar
      JT17
      Joining in
      9 days ago

      Thanks newappolo. very very helpful. For your info when I first spoke to Virgin ref this they tried to sell me broadband and said their standard was to insist on this for a new box. However when I threatened to leave as I didn't want broandband with Virgin but would sign an 18 month contract if they shipped the box she agreed to this and I got an email confirmation the box was being shipped. So I had a clear contract. Sign for 18 months and get a free box upgrade. So they are now in breach of this contract and I need them to stop avoiding dealing with this. 

      • newapollo's avatar
        newapollo
        Very Insightful Person
        9 days ago

        Hi again JT17 

        I've moved your post from the Natter forum to the Manage your account cable forum as VM Forum Staff don't tend to look in the Natter/Chatter forums.

        I see you've marked my post as a Helpful Answer (solution) - nothing has been solved, if you think the post has been helpful then give it a kudo (thumbs up) instead

        To remove that Solved marker your should click on the dropdown menu icon in the top right hand corner of the post you marked, and in the dropdown screen click on Not a helpful answer: See the screenshot  below.