Virgin Media Community

[jka94036]

Hello,

I have had issues with my V6 box since September which involved members of your executive team being involved along with the AFM and 10 tech visits. Part of the attempted ‘fixes’ was to upgrade both my V6 boxes to TV360 which didn’t cure the issue.

I was told that firstly I would not have to pay the upgrade fee as it was suggested as part of the remediation trials, unfortunately it looks like I am having to pay this fee as no credit has been made to my account .
Secondly, I was also told that my package would stay exactly the same, but I seem to have had the item in the subject line removed ?

So, has my package actually been changed by stealth ?

thanks

John

[ozsat]

Sky Cinema UHD is still showing in my Box Sets so is still active.

You contract in your account page will show your current selections.

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@jka94036 wrote:

Hello,

I have had issues with my V6 box since September which involved members of your executive team being involved along with the AFM and 10 tech visits. Part of the attempted ‘fixes’ was to upgrade both my V6 boxes to TV360 which didn’t cure the issue.

I was told that firstly I would not have to pay the upgrade fee as it was suggested as part of the remediation trials, unfortunately it looks like I am having to pay this fee as no credit has been made to my account .
Secondly, I was also told that my package would stay exactly the same, but I seem to have had the item in the subject line removed ?

So, has my package actually been changed by stealth ?

thanks

John

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[jka94036]

Yes, I still have Sky Cinema UHD showing but now its asking me to subscribe, which before the Tv360 suggestion I was already subscribed as part of my ultimate package.

If you read my prior post, access has now been removed, which I was previously promised that there would be no change at all.

The move to tv360 was suggested by the AFM and Kevin in the exec team as a possible solution to my incessant V53 connection errors on my V6 boxes.

Seems I have been lied to

[ozsat]

I would call them - if it is still in the contract it should be enabled.

[Adri_G]

Hey kja94036, thanks for reaching out on our help forum and sorry to hear of the issues with your package change and TV upgrade.

We'd love to help, can you please give us an update on how things went since you last posted here? 

Have you spoken to our team and have we managed to resolve your issues?

Let us know and we're happy to help where needed.

[jka94036]

Hello,

I have had no contact , but my package seems to have been changed at the point of the 360 install, removing Sky Cinema UHD /Sky Entertainment, also I seem to now have Netflix std…..I hate Netflix, 

John

[Robert_P]

When you changed did you get a contract to advise of what was included? Did this include Sky Cinema UHD and Sky Entertainment? Netflix may be included depending on the package you took.

Rob

[jka94036]

I did receive an email stating that the Sky uhd channels have been removed, but was told by Kevin at the exec  team to ignore that as nothing will be changing.

That is the point- I was promised NO Changes to my previous package, whereas there obviously has been. I only accepted the 360 to see if it fixed the continual v53 errors I have had since September 2022 !

oh and by the way I am still waiting for the promised credit to my account for the cost of the 360 upgrade !

 

John

[jka94036]

This has now been rectified 

[Akua_A]

Thank you for the update @jka94036 

We are glad to hear the issue has been rectified. Please do not hesitate to contact us if you need any further help.

Thanks,