Accidentally bought an adult night ticket

[IoanaNeacsu]

Hello, I think I accidentally bought an adult night ticket. I inserted the pin once and then a pop-up message appeared saying I’ve purchased a night ticket from 10pm-5:30am without me even realising it made a purchase. I was browsing the channels and I thought you need to be warned before making a purchase and being asked the pin twice. Can someone from Virgin please help me check this and cancel it if necessary? Thanks 

[Molly_T]

Hi IoanaNeacsu 👋 Welcome back to the community forum! 

When purchasing any pay-per-view content via your TV box it should advise that the content is PPV, and then it will ask for your pin to purchase. 

We can check the account and confirm if any pay-per-view charges have been added to your bill, but if the pin was correctly entered to make the purchase sadly any charges would be valid. (Unless we can find evidence to the contrary!)  You can find more information about managing your TV pin here 👉 https://www.virginmedia.com/help/tv/set-up-virgin-tv-pin 

I will send you a PM to confirm a few account details so we can check and confirm the billing for you. You will find this in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[Molly_T]

Hi All 👋

Just returning to this public thread to keep things updated. 

Thanks to IonanaNeacsu for PMing with me. We were able to confirm all the information needed to check over the account and offer support with both the complaint, and it's resolution. 

I'm glad to report it's now all sorted! 

Just for public reference, we always recommend taking the following steps when there's an issue with PPV content charge disputes. There's some steps you can take to prevent this happening in future;

1.) Changing or resetting the 4-digit TV PIN which is required for each purchase. By default this is set to 1234 but can be changed through the settings menu on the set top box. 

2.) Change the purchase controls. To access, go to the purchase controls area in the Help & Settings menu. You'll be asked to enter your 4-digit TV PIN before you can make any changes.

3.) Lock or hide any channels that promote chargeable content. This can be done by accessing the Parental Controls area from the Help & Settings menu and entering the 4-digit TV PIN before making changes.

4.) An option we don't recommend is to block On Demand and interactive purchases completely. This will block any ability anyone in the household has to watch On Demand movies, live events, and interactive services (e.g. red button). If you want us to disable your on demand content completely you can let us know and one of the team will offer support. 

Huge thanks to IoanaNecasu for their patience throughout the process. I'm glad to see it resolved. Wishing you all the best! 🌞

[IoanaNeacsu]

Thank you Molly for all your help. I’m glad this was sorted.

[Palocio]

Hi Molly,

Same issue here 😔. Can you help please?

Can you help please?

[Lee_R]

Hi @Palocio thanks for posting and welcome to our community.

Sorry to hear that a charge was applied to your account without any appropriate warning. I'd like to take a look on your behalf. I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

Regards

Lee_R