Charged for ppv 18 channel with no warning

[Rh2402]

Hi, 

As embarrassing as it is I was browsing through ppv adult channels and as you know for over 18 content you have to add you pin, even for the freeview items. So as I entered in for what I believed was a free channel, without any warning I was told I was being charged. 

I do not think this is acceptable, yes I put my pin in, only because I thought it was a free channel, at no point until after I was warned was I made aware that it was something I was going to be charged for. 

After going through this forum it seems like this is a common theme with virgin and it's disgusting nothing has been changed and with the new update it seems very unclear. 

I would like the charge removed please as I did not watch the program and was not wanting to pay for it. 

Look forward to hearing from your or the team.

Thank you. 

[Molly_T]

Hi Rh2402 👋 Welcome back to the community! Thanks for posting. 

Sorry to hear these concerns regarding some Pay-per-view content. This kind of content does always require you to enter your Pin ahead of viewing. You can see more about how to manage your pin here 👉 https://www.virginmedia.com/help/tv/set-up-virgin-tv-pin 

We do appreciate your feedback, and I will send you a PM to raise a complaint so we have a formal record of this, and see if on this occasion the charges can be reviewed. You can find the PM 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. 🌞

[Rh2402]

Holly, 

Just wanted to check that you have received my initial response to the above? 

Thanks

[Molly_T]

Hi Rh2402 👋 

Yes, I have responded and am awaiting some further information via PM so I can continue to help. 

It may be worth mentioning that sadly response times can vary via this platform depending on staff working hours and availability. 

Once I have the rest of the information we need I will do my best to help! Thanks again for your patience. 🌞

All the best.