Forum Discussion

Derengowski's avatar
Derengowski
Joining in
9 months ago

TV Box NEVER delivered but still have to pay for the tv package

Despite my services for Broadband, Telephone and Television:
+ Mega TV
+ Kids Pick
+ Sky Sports and Cinema Collection
+ Virgin TV 360 Box
+ Sky Sports HD Pack
+ Netflix Standard

I have never received a 360 TV box. Having called and spoken with virgin media call center staff at least 8 times, all of which have promised to send me a box out within 48hrs, it has still never arrived. We have also had countless chats with advisors by WhatsApp who also promised the same. We have also been told that we would get the TV package deducted from our invoice, but that has never happened either.

We have contacted the ombudsman who say we cannot make a claim with them until 8 weeks before they can help.

We are also considering legal action

Has anybody else had this experience?

6 Replies

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  • japitts's avatar
    japitts
    Very Insightful Person
    9 months ago

    Most courts, the small claims track included, will expect you to mitigate your losses and consider ADR where available, in an effort to avoid court action. In VM's context, ADR is available by following the complaints process and then referring to external arbitration.

    Going directly to a small claims action without following that route, won't look great. The forum team may be able to intervene quicker than the complaints process would, but consider those two routes first.

  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    9 months ago

    Strange one. Follow what japitts says. Unfortunately there is no automatic compensation here but you should get credits. I'd give up on offshore customer service and wait for the forum team. 

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    9 months ago

    Hey Derengowski,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your TV box. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
    Kind Regards,
    Steven_L

  • Derengowski's avatar
    Derengowski
    Joining in
    4 months ago

    I still never received promised compensation and I still had to pay for the service for the month I did not have a tv box. All the while Virgin insinuating I had received the box.
    I’m now changing address and at the last moment they have cancelled my installation date and moved it to 3 weeks away. Effectively leaving me without internet for 3 weeks. Not good enough virgin!

  • Derengowski's avatar
    Derengowski
    Joining in
    4 months ago

    So to get this right, you expect me to answer the security question within 5 minutes of you sending me a message, and then leave me hanging around, refreshing the site every minute so not to miss your response to see if it’s worked for 1 hour so far!

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      4 months ago

      The reply to your DM will not be published here.  You don't have to wait as you should be notified of any replies via email.  You can then see the reply in your DM Inbox.

      Note this is a Community Forum and not a direct line to VM as such, so replies will not be instantaneous.