I am so glad to have chanced upon this thread. I thought it was me!! I spent several hours yesterday trying to order the new free TiVo box. It cna only be done by phone or on-line,. The address in the letter does not exist. If I go into "My account" and go to upgrades I get a message saying you cannot upgrade on-line and gives an 0345 premium rate number to phone. I tried e-mailing them but that becomes even more byzantine by asking me for the password that I use when I phone them. I didn't know I had to have a password to phone them !!!
It is quite clear that the right hand does not know what the left hand is doing and - to to put too fine a point on it - THE VIRGIN CUSTOMER SERVICE IS ABSOLUTELY LOUSY.
Personally I would like some feed back from a member of the virgin team as to why such a simple task was actually so difficult to achieve? After reading that other members of the forum community have had the same issues regarding the free upgrade to TiVo letter.
you cannot upgrade on-line and gives an 0345 premium rate number to phone. I tried e-mailing them but that becomes
0345 are not Premium rate numbers.
Numbers that start with 03 are charged at the same rate as standard landline numbers that start with '01' or '02'. If your landline or mobile tariff offers inclusive calls to landlines, calls to 0345 numbers will also be included in your allowance, and so actually, probably free.
-------------------- Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
The customer service advisor I spoke to yesterday said she has booked an engineer to come our and put the free TiVo box in on the 10th of July, ( as the system Apparently would not let her order one to be delivered via the postal system), I have gone into my virgin media account and there are no open appointments for me!!!!! Let's see if someone actually turns up on that date.I will let you all know.I would be interested to see if anyone does actually receive a TiVo box.
I too got this letter, can't get past page 2, says I haven't completed a field correctly but there is nothing to complete on page 2, tried it in Safari, Chrome and IE. Chat advised me to call 150, rang for 35 minutes and gave up holding. I just want to order my new box
So, as the forum team now appear to be aware of this thread and the problems were all having with the link to get the 'free' box, can someone advise what the next steps are. Calling is not an option for me as I'm at work during VM's staffed hours!