on 28-11-2021 11:16
How do you return/recycle old box?
New box had leaflet with website details. Logged onto virgin site it says page dosn't exist...as usual nothing on help page and you can't speak to a human.
Was under impression that my defective tevo box would be replaced with a new V6 box. Ha I thought wrong. Been with them since Eurobell days....Apparently if I want a V6 Box I have to pay more. I suppose £107 per month is not enough unless I am a new customer
For a communication company they don't want to speak to you unless they are flogging you something.
Any help would be appreciated.
Thanks
Answered! Go to Answer
on 28-11-2021 11:53
Hi @Deadwood1
The following page details items that need returning and also includes links to recycling centres.
https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment
If you've had a box swap for another TIVO that would follow current VM policy which is a like for like swap.
If you are wanting to exchange it for a V6 box then you would need to have a broadband connection with VM.
If this is the case you could try speaking to retentions (thinking of leaving us) 150 from a VM landline or mobile, and see if you can negotiate a free swap to a V6, probably in exchange for a new 18 month contract.
on 28-11-2021 11:53
Hi @Deadwood1
The following page details items that need returning and also includes links to recycling centres.
https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment
If you've had a box swap for another TIVO that would follow current VM policy which is a like for like swap.
If you are wanting to exchange it for a V6 box then you would need to have a broadband connection with VM.
If this is the case you could try speaking to retentions (thinking of leaving us) 150 from a VM landline or mobile, and see if you can negotiate a free swap to a V6, probably in exchange for a new 18 month contract.
on 28-11-2021 12:27
Hi New Apollo.
Many thanks for your prompt reply and a link that works...
We did sign up for some additional packages and will be paying more than our current fees but it was very difficult trying understand the call centre operator as he spoke very fast...can only ask him to repeat himself so many times without upsetting him.... unfortunately we assumed that this additional cost was for a V6 box...am waiting for the full information to arrive so we can read what we are actually getting..😋😋😋
Many thanks you your reply.
Kind regards..Deadwood
on 28-11-2021 12:35
Hi again @Deadwood1
You don't say when you signed up for the additional packages, however under distance selling regulations you have 14 days to change your mind.
If you are still within this timescale try speaking to retentions. You might not have spoken to them last time and may have only just spoken with normal CS, however if you dispute the new contract you have a good chance of changing it, possibly a better price and the V6.
Retentions (thinking of leaving us) are generally based in the UK, and have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents.
on 28-11-2021 12:59
Within a day or so of agreeing any new contract, a PDF copy of it should be emailed to you and is also available anytime via your "myVirginMedia" online account.
That's as good as anywhere to check you're happy with your agreed package, and then make sure any queries are raised within the 14days cooling off period.
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on 30-11-2021 13:14
Hello Deadwood1
Thanks for your post
Sorry for the poor experience you have had
Can I ask if you have managed to cancel the new package yet
As a rule the Forums Team are unable to make package changes
But I can check the current situation and help
I would just need to pass security first
If you can check the purple envelope top right of your screen that would be great
Regards
Gareth_L