New charges

[wrinkle]

Spoke to virgin today regarding my broadband and the problem was solved. The person I spoke said that he was there to help, I had a problem with my picture and he said a new TiVo box might help. This would cost £24 and he then said he was trying to help me with our package. I asked to see a breakdown of charges, he said he would text me no email. I have worked out it is going to cost an extra £37. Not a very good deal, so want to cancel this. But how

[LittleMick73]

Hi why did you agree to this, you need to phone as soon as possible, go down the thinking of leaving us route and cancel this, how long is your contract if its nearing its end you might be able to negotiate a better all round deal. Regards Micky

[wrinkle]

Thanks Micky. Will do, I obviously had a senior moment!

[japitts]

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@wrinkle wrote:

Spoke to virgin today regarding my broadband and the problem was solved. The person I spoke said that he was there to help, I had a problem with my picture and he said a new TiVo box might help.

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What's the problem with your TV service?

[Gareth_L]

Hi wrinkle

Thanks for your post 

If you need help with the Tv service please let us know 

The billing side is not something we can assist with on the Forums as much as we would like to 

Gareth_L

[wrinkle]

Hell 

TV service problem just poor quality picture. I have used the community before about this. Still haven’t really resolved it, but will have a go. Thank you for your replies. Nice to get support.

[japitts]

I know you've posted a few times previously about TV issues, but I'd suggest persisting in the relevant section of that forum to get the best help.

[Kath_F]

Hi wrinkle, 

Thanks for coming back to us on this. 

As you're having continued issues with the picture through the TiVo box I have checked this today for you. The box itself is looking good however the reports we run are not returning any information on the signal levels. As these can affect the picture directly, I'd like to book an engineer visit for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,
 

[Kath_F]

Hi wrinkle,

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[wrinkle]

Thank you