Charged for "free" update to 360

[lowlevelowl]

Hi,

I received an email stating "Your TV box needs a free update" in order to access Sky Sports+. When attempted via the upgrade app, it failed in a variety of ways. After an hour and a half on live chat and phone, speaking to three separate operatives, it turns out my V6 box is incapable of over-the-air upgrade and will need to be replaced by a technician, at the cost of £25. I agreed to this arrangement on the call as I wanted it resolved and patience was wearing thin.

When I reread the email now, it pretty explicitly states: "Update your TV box to Virgin TV 360 at no extra cost". I'd be interested to know who's best to talk to to discuss waiving this fee, or otherwise raising a complaint, as I'd argue this seems a pretty clear cut case of misselling 🤔

[Matthew_ML]

Hey lowlevelowl, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

I can see you've also spoke to us after this post, did the team help at all?

Also our engineers are free however we have to mentioned there is a £25 charge is the T&C's have been broken.

This doesn't not mean you are being charged we let every customer know this.

These are the T&C's;

Most engineers’ visits are free of charge, in the below instances there would be a charge of £25:

•    The customer is not present for the engineers visit (aka a missed appointment).

•    The fault is due to customer's own equipment.

•    The fault is due to damage caused by someone at the customer's premises which we were not aware of.

•    The fault is due to theft, loss, or removal of equipment. 

Please do let me know. Thanks 

[lowlevelowl]

Thanks for the reply. Unfortunately what you've said conflicts with what I was told over the phone. I haven't spoken to anyone since the original post, aside from the technician visit today. The technician was adamant that the reason I couldn't upgrade my V6 box over-the-air was because I am on a legacy package (Oomph), and I should've been upgraded to a newer bundle that supported 360. This is in contradiction to what both retentions and technical support told me over the phone. Nonetheless, he attempted to switch the box and it seems to be working so far.

I originally queried the charge over the phone with technical support on Sunday, as I was surprised to learn I had to pay anything. He reiterated that this was an upgrade charge for the box, and would appear on my next bill. I can only wait and see whether this is the case when my next bill comes around.

Irrespective of the confusion between different sections of your support, the email I received originally is clearly wrong. Either because of my legacy package, or because of my V6 box, I was never in a position to receive the upgrade to 360, and remain unconvinced it will turn out to be "free".

If this charge does turn up on my bill, what's the best course of action to get it looked into?

[Ayisha_B]

I'm going to pop you a PM 📩 now so we can take a closer look into this for you.

Speak soon!

[Ayisha_B]

Thanks for your time via PM @lowlevelowl 

I'm glad we were able to help resolve things.

Let me know if you need any further assistance.

All the best 😊