Hi ClaireEll,
I can certainly appreciate your point of view. As previously advised, legacy equipment has recently been phased out and would stop working - hence your free upgrade.
For any customers using currently supported TV equipment (both TiVo and V6), any requested upgrades would be chargeable. There may be certain teams who are able to offer this free of charge, but it would depend on what is available at the time.
If a fault is found with the existing equipment and a replacement is recommended, this would incur no cost.
If your neighbour is unhappy with anything she's advised during a call, she can refer to our code of practice.
Thanks,
Rachael