After this fiasco Virgin should give all who gave been inconvenienced in this way a discount. I too have spent precious time web chatting, asking for a text to be sent (which told me to ring the usual phone number), calling said number and being met with total ignorance of this issue. Makes me think I would be better off paying someone else (and Virgin is not cheap) to supply broadband, TV and phone.
I had to ring through to a different department just to get through seeing as the website xoes t work and neither does option 4.
I then explained why i had rang to be told there was a charge, insurance payment they claimed, a one off payment incae it broke within the first 3 months.
I explained the letter said FREE yet all i got was you pay the insurance or you dont get it.
I ended the call with a simple , in that case i will refuse the upgrade and contact citizens advice, this offer must be completely free as the letter states or its fraud.
Once my old box stops working they will need to send a box out to offer me the services i pay for along with an engineer to install it totally free or they are breaking the terms and conditions of their own contracts,lol.
Then i can leave free of charge even if im still under contract and ill happily go to a rival.
I think we have all completely had enough!!! WHY have the virgin team who monitors this forum not replied to any of these questions today!!!! As per my previous posts I have got an engineer coming out on 10th July to bring me a TiVo box,as it could not be posted ?????I was advised this is all free of charge. In honesty I don't think anyone will turn up .The virgin team should be in conversations with all of us individually and get the boxes out asap!!I don't really know what more I can say about this matter. We all pay good money to them and it isnt our doing that the boxes we have are going to be unsupported.
Having the same issues, the website link doesnt work and no help on line,tried text service -just an automated response. Going to have to resort to the thinking of leaving as Iv had enough of crap customer service. If my box has to be upgraded why dont they just send me a new one insted of all this hassle !!