1. Sent an email on 29/06/24 stating that my 'Tv box needs a free update'.
2. I've been trying to upgrade using the app on the box since June trying to order this upgrade but I keep getting a 'We couldn't process your order' message. The QR code displayed has taken me to a web messaging service but I have had no success with getting past an AI bot.
3. I phone Virgin media today to finally get them to process the order. The very grainy call to someone who sounded like they were in a distant call centre said that they were unable to process the order and that I'd have to pay as I'd missed the deadline. The email I received did not mention any deadline.
4. I phoned Virgin media again today and spoke to someone from 'customer retentions'. I mentioned the customer complains form and I have submitted one. I believe they as a consumer, Virgin media are not necessarily sticking to a contract made with me that they would be upgrading my box for 'free'. On their website it states that all packages come with Virgin 360. This is obviously not the case because my package currently doesn't. The web chat is also not fit for purpose in my case and has never given me any assistance. Every time I type in my issue it brings up categories that have nothing to do with current customers upgrading their service.
I'm going to read my contract and consult the Consumer Rights Act this evening.
Has anyone else had any issues such as this?
