Richardr1
Fibre optic
Joined 12 years ago
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Re: TNT Olympics channels now live
Just to be a pedant [!] the channels are also on EE TV boxes, and they are also on their equivalent app [as are TNT Sports 5 to 8]. Looking at their app, the second channel which doesn't have anything on it as I write shows a Eurosport logo on start-up which is a blast from the past.466Views0likes0CommentsRe: TNT Olympics channels now live
Not "ALL TV customers". You need a package that includes Discovery, which the standard Flex package and the odd legacy package doesn't. It means that TNT Sports subscribers do not get the channel unless they also have a package that includes Discovery.590Views2likes0CommentsRe: TS2/3/1/2/ERR_400/302/400 on virgin media flex
The Flex package should be a straight forward and easy way to save Virgin Media the hassle of dealing with customers and automate many processes. Clearly [for at least a number of customers] the system has broken down. I'm in the opposite position of those on this thread having cancelled packages on October 13th last year. I got email confirmation of this, and my billing reflects this. Despite the cancellation in October we are now in February and my box still has the Sky Sports, Sky Sports UHD, and TNT sports packages which I am not paying for. I haven't changed contract or anything else that should have changed the link to my contractual details. Adding and removing channels has worked for me in the past, there is nothing that should have changed that. As I understand it, the issues are exactly as Deepak_S wrote above. However, it seems that customer services are sending engineers out and sending out new boxes despite the issue not being the box, all at additional cost to Virgin Media, and not dealing with the problem. As a minimum, customer services should be responding properly to customers with this issue - even if it is just to say it is a problem with no timescale for resolution. Not that it worries me, I have zero incentive to complain, but those looking at sending an email to the CEO should [also] make a formal complaint: https://www.virginmedia.com/help/complaints which in my experience is the one way to get problems looked at properly. It sometimes takes two or three responses, and moving customers off the Flex package is not the answer and disadvantageous to a customer.72Views2likes0CommentsRe: One touch switch failure, left paying for 2 providers Virgin and Sky
Independent of the rights and wrongs of why something has gone wrong with a One Touch Switch transfer, any issues should go through your new supplier, in this case Sky. The interaction between Virgin and Sky is for Sky to manage on your behalf. Thus, any complaint should be through Sky.159Views2likes0CommentsRe: Unable to add subscriptions to Flex
I suspect there are two slightly different issues in this thread. The first post is about the inability at the moment for many customers on the Flex package to add or remove channels. Trying to add gives the error code the original poster referred to. On the other hand others have had cancelled channel packages removed from billing but not from their box. Whilst this has happened intermittently over the past two years, it does seem more common at the moment, but customer services seem unable to deal with it. The second issue is around special offers. Certainly in the past they have been package related, not type of box related. If one is on the Stream box with a Flex package they have not been available, if on one of the standard TV packages then the deal is available. I've experienced that in the past with a TNT Sport offer that wasn't applicable to the Flex package I had, which took weeks to sort out. If Virgin Media are emailing promotional offers that do not make such restrictions clear, then in addition to the OFCOM regulated complaints procedure that ultimately goes to the Communications & Internet Services Adjudication Scheme, they are also potentially breaching ASA rules.55Views0likes0CommentsRe: Virgin media charged me different price than i agreed to when upgrading
As you have raised an official complaint about this with a complaint number, I would reply saying that their proposed solution is not acceptable to you. If they are unwilling to improve the offering, either after eight weeks of the original compliant, or by them agreeing a deadlock, then you can take it externally to CISAS – the Communications & Internet Services Adjudication Scheme. I had a similar issue, and Virgin resolved it before it got that far, but not at their first offer. Also make sure that you get everything in writing including the contract if you agree a price over the phone before closing the complaint. That includes any discount.