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Schnitzelstix
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Game charges

charged 2 x £2.50 accessing Alice in Wonderland.

Games appear to be free. No pin required and no warning that the game is chargeable and the charge associated.

This cannot be correct.

I have raised a formal complaint with customer service on 2 points.

1. Service rep hung up the phone

2. Refusing to remove the charges.

I have reported to ofcom as no response from virgnmedia since14th September 

 

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Ernie_C
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Re: Game charges

Virgin Media have 8 weeks to respond to a complaint.

Following that, you go through CISAS, not Ofcom.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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newapollo
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Re: Game charges

I've just looked at the games in the VM Games and Apps section.

There isn't a game titled Alice in Wonderland.

There are a total of 46 games available, 7 of which are listed as free.

When you click on a chargeable game it takes you to another More Info screen which clearly details the charge.

For example Word Search Puzzler.. Buy for £3.99

Sarah & Duck Games Collection More Info ... Buy for £4.49

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


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Schnitzelstix
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Re: Game charges

The game is a Slot game and accessed via that option. 

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Schnitzelstix
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Re: Game charges

Spoiler
8 weeks is a long time when Virginmedia have charged me for something that was not advertised as chargeable in anyway. The charge should be removed until the investigation proves otherwise.
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David_Bn
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Re: Game charges

Good Afternoon Schnitzelstix

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

Sorry to see that you've been struggling with a charge on the set top box

 

I've attempted to run this through my set top box at home and have not been able to find Alice In Wonderland.

 

When going on slots, I've not been able to go through anything without entering a 4 digit PIN - even to browse different themes of the slot games.

 

Do you perhaps have any photographs of the TV where it doesn't offer you a PIN to enter?

 

Kindest regards,

 

David_Bn

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Schnitzelstix
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Re: Game charges

how do I send video of this to you?

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Schnitzelstix
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Re: Game charges

Hi David_Bn

Have tried to attach screenshot of video taken.

No Pin requested and no details that there is a cost associated with the game. I do hope Virginmedia are not going to charge me again for accessing this to provide you with these details.

Screenshot_20200923-105300_Video Player.jpg

Screenshot_20200923-105340_Video Player.jpg

Screenshot_20200923-105402_Video Player.jpg

Screenshot_20200923-105512_Video Player.jpg

Screenshot_20200923-105526_Video Player.jpg

Screenshot_20200923-105442_Video Player.jpg

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Schnitzelstix
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Re: Game charges

Screenshot 2020-09-24 at 17.39.06.png

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Emma_C
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Re: Game charges

Thanks for replying and I do apologise for the late response. 

So we can have a discussion about this via a personal message and take a look at the charges. 

I'll pop you a personal message now and take it from there. 

 

Emma_C - Forum Team
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