Change to package agreed with retentions but no proof

[fed-up-Alan]

Hi all,

Back in May (25th to be exact) I spoke with a lady in the retentions dept. We agreed a change to my package and a new payment and that an e mail would be sent to confirm the new package/cost and how to return Tivo boxes.

I've had no contact from Virgin about the agreed change and subsequent new payment and nothing about returning the said Tivo boxes.

Am I being too impatient with Virgin or will the promised e mail be sent? I've had my bill which will be due for payment on 20th June, so will the e mail come after they have received my payment? I've no idea how long things take to organise but I've got no proof of the agreement with retentions which is a little worrying.

Can any one help?.   

[Andrew-G · Accepted solution]

Any discussion of package changes are required (by Ofcom) to be recorded and retained for a minimum of six months.  Staff here may be able to take a look at your account and see if the package change has been actioned.  If it hasn't they can advise on the steps to get any offered and agreed deal put in place. 

[Anonymous]

It's for VM to confirm but according to their website they are not bothered about TiVo boxes. https://www.virginmedia.com/help/return-or-recycle-equipment

[Ilyas_Y]

Hey @fed-up-Alan, thank you for the post.

I am so sorry to hear you received nothing after making an order, no confirmation or anything.

Let me look in to this for you, I will send you a private message and investigate the account - watch out for the purple envelope 🙂

Kind regards.

[Nathan_B]

Hi @fed-up-Alan, thanks for chatting with us via PM.

I'm glad to see we have managed to resolve and clear this up for you.

We are always happy to help where we can so if you need anything in future just let us know.

Regards

Nathan