Forum Discussion

elaine19's avatar
elaine19
Tuning in
12 months ago

Elderly not supported well!

My mother has been charged £25 for a sky movie that i know she has not watched or bought deliberately! She is 93, deaf and despite never having done this before she has to pay this bill??

where is your compassion and common sense? Is it possible she has been hacked? 

  • Hey elaine19 Thanks for reaching out to us on the Virgin Media forums. 👋🏼

    I'm sorry to hear about the poor experience your mother has had in relation to this charge for the movie.
    I will assist you on this and get you the support needed.

    I will send a private message.

    Kind regards,
    Ilyas.

    • unisoft's avatar
      unisoft
      Knows their stuff

      Check the envelope icon at top of the screen where the red banner and VM logo are. VM staff would have sent a "private message" using the forum's built in messaging system.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team

      Hey elaine19, I can see my colleague offered to send you a PM.

      As mentioned below can you see this in the envelope icon, if not let us know and I will send you one, 

  • japitts's avatar
    japitts
    Very Insightful Person

    Has your mother's TV PIN been changed from the default 1234?

    That's required in order to make any purchases, or remove the requirement via the menus.

    • elaine19's avatar
      elaine19
      Tuning in

      Yes it has no way she could have bought this is it possible to be hacked???

  • Well i am happy to say Ilyas_y has been very helpful and agreed to refund this error! 
    thankyou for your understanding, much more helpful than those we spoke to on the telephone!

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team

      Thank you elaine19 for speaking with us today here on the Virgin Media forums. 👋🏼

      I'm glad we have managed to get things right after a bit of digging.
      We've found that indeed Sky Cinema was not part of the services nor has it ever been and it seems to have been added in error from what we can see.

      Any charges credited back have been discussed within our private chat and all information in relation to that.
      As advised - any future queries, feel free to reach out to us and we'll assist where we can. 😇

      Kind regards,
      Ilyas.