davidwogg
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Overcharged due to an error and discounts disappeared
Being partially sighted I have problems with the 360 facility and in fact I wish I had the old TIVO box back! I am 87 years old. I only just recently inadvertently added premier sports which I do not want. I do remember a red box appering when trolling the channels but could not read it. I was getting discounts that lasted up to October 2026 so my package total was £41.91 but as per the email recently received it shows my bill as £74.92 including premier sports which I do not want. The discounts have also disappeared . I did speak to an adviser who said he would take off the premier sports but this is still not showing and my bill ( as per the email) shows an increase of £33.01 per month . Can my £41.91 be reinstated please until October 2026 and Premier Sports be taken off. I cannot afford £74.92 per month34Views0likes1CommentFaulty 360 box and replacement problems
As I am partialy sighted an engineer came and installed the 360 . We have had constant problems with it as when swiching on it often show a sliding screen and buzzing noise, I have to get down on my hands and knees to reboot it which normall works. Also a message frequently comes up" there is a connectivity proble," and shows a diagram but all is connected properly. I telephoned and got through to a call centre in India who after a long discussion thought that the 360 box may be faulty and sent out another onewhich we received, However the delivery driver did not wait until I answered the door and when I looked they had thrown it ove the side gate to the garden which landed on a hard paving slab, I telephoned aagain and was connected to the call centre in the Phillipines only to find that no arrangements had been made for an engineer to come out today to install it, The lady I spoke to was very helpful and arranged for aan engineer to call on 29th September between 8am and 1pm, ref 415 874 09, She originally was going to charge £25 but after I explainned that underUK law a faulty item need to be replaced or repaired for free she complied. Bring back the old TIVO box!42Views0likes1CommentRe: Logging in to Email complaint resolution
Thanks Yes I am - I have now asked 6 times but they just keep sending a letter back in small text which I cannot read albeit that I have repeatedly asked in writing for letters to be in large print which was agreed with Virgin Media following a resolution of a complaint with the Ombudsman concerning another matter. ( but a requirement regarding large print was also agreed) So my wife has to read letters to me. I do wonder whether they bother to read my letters before pressing a button for a standard letter to be sent out The other issues are 1)that they have on many occassions sent undated and unsigned letters so how can you challenge the 28 days period 2)They have stated that they have tried to contact me without success when I have been in all the time as virtually housebound. On two of them they stated a date when I was indoors all day29Views0likes1CommentLogging in to Email complaint resolution
Some time back in February 2025 I made a complaint ending up with the ombudsman one being that I had a misleading notification that my emial log in had changed and I had to use another email to do so. It took me many hours of my time to notify my official and private contacts. In my complaint I also mentioned that I need letters in large print font 18 in order to read letters from Virgin Media. The position was resolved via the Ombudsman service and it was made clear that my blueyonder emails address will remain despite having to log in using another email adddress - so my time had been wasted dut to lack of clairity in the first case. It still puzzles me why I have to use an alternative email address to log in ? The Virgin Media contact also agreed with the Ombudsmans service to send correspondence in large print. However I have now had 5 letters in small print which I could not read and sent 2 back stating this and what do I get but another undated and unsigned letter in small print. My wife has to read it to me. My contract amendments are sent in large print headed" Articles for the Blind" so why cannot correspondence. Some of the undated and unsigned letters mentioned that they have not heard from me within 28 days which is untrue as i have kept a record of the dates of my received and sent correspondence on the matter. Some alos mentioned that they had tried to contact me which I think is also untrue as because of my disability I am virtually housebound. I have made the comment that how can a customer respond to an undated letter to quote the date which is particularly relevant if there is a 28 day response qualification. I did wonder if this is a ploy ? ps I did this letter using Word in font S 18 but it does not seem to save on here in large print70Views0likes5CommentsInstructions for tha partially sighted in large print
I had to have an engineer round to do the installation as I like a few million others in this countrt are partially sighted. I telephoned the help line and they sent me details about the upgrade but not the instruction booklet which I wanted - is ther an instruction booklet in large print?37Views0likes3CommentsRe: blocking spam email
I have written to your complaints department with full details but basically all the letters recieved (3) are undated and not signed and state that they have tried to contact me without success to try and resolve the complaint. As I an virtually house bound I think this is untrue as I was in all the time. They also mention a 28 day time limit so how can one challenge this if the letters from Virgin Media are undated. I did record the date of receipt but then it is my word against the Virgin Media .instigator that my replies have been within the 28 days time frame24Views0likes1Comment