I have 2 V6 boxes and wanted to upgrade to 360. The process and charges were absolutely clear therefore I went online to request the upgrade.
Then the confusion starts. I was asked to pick a date for an engineer to call so I did. I then received an emailed letter detailing my charges. the letter states clearly that in addition to my bill, I would pay £24.99 for 2 remotes. On that same letter however, it stated I was to be supplied with a 360 box and a mini.
I called Virgin twice prior to the visit to explain I did not see the need for a visit as I did not want the boxes based on hard drive capacity and that I simply wanted 2 remotes and the upgrade link to enable me to do it myself. The calls were really difficult as I tried to explain this as simply as I could. The upshot was that the visit was free so just proceed anyway.
The engineer called and handed me 2 remotes, upgrade done in around 15 minutes and he handed me 2 booklets. He said he was programmed for 2 hours so any questions but I didn`t have so he sat in the van for approximately 90 minutes.
Today, I received a bill and have been charged £30 for the visit that it states quite clearly in the letter was free. After 15 difficult minutes on the phone to billing, I had to write with a copy of the letter to an email address I was given so who knows? Why does it have to be this way?