[jwramsay]

I have been charged for some TW PPV movies that I know for a fact were not ordered. TW agreed to refund and I asked for PPV movies to be blocked.

Tonight, I tried out Teleport but could not access it. After 30+ mins on the phone, they tell me that a block on PPV means a block on Teleport.

I am paying for the Supreme package and can no longer access any of the HD stuff because of this!!

Anyone got any advice?

[Badger0-0]

Sign up for a sky box.
Not much use as an answer, but if I get crap service, that's the sort of thing I do.

[Starburst]

Well lets assume that the charging of the PPV was simply a admin or clerical error which you had cleared up, it cost you a little time on the phone but that is it.
So there is no real reason to assume it will happen again so get Teleport unblocked and use it as normal.

[jwramsay]

Happened twice. They are adamant that someonme in house booked them. Can't see why you'd think it wouldn't happen again?

[Starburst]

Originally Posted by PDP-434HDE

Happened twice. They are adamant that someonme in house booked them. Can't see why you'd think it wouldn't happen again?

Well if they were "adamant" then they would be taking you to court for the debt not wiping it from your account, they accept it was a mistake by their actions.
As for happening again will I tend to take the optimistic view and since the same mistakes rarely happen twice and it was a mistake somewhere along the line (given your belief no one in the house or a guest pressed the wrong buttons) then I would have the service back.

Keep a record of what programming you access both free and pay just in case.

Hi, sorry this is my first post. Hope somebody can help.
I never used to check my telewest bill, because it's all pretty standard - a few phone calls, the rest is fixed price - broadband and basic tv package.

Recently I discovered some 'Additional Feature' charges on my bills, going back to February. All together 25 charges in 5 months or so. I phoned telewest and (sparing you all a very long story) they insist it was ordered from my box.

Now only me and my girlfriend have access, and we neither of us ever watched any ppv. in fact, we hardly watch telly at all...

Anyway, I did some investigation about the dates / times and found out that on some occasions we weren't home at all (away on holiday, at friends for dinner, music gig etc). It must be that somebody hacked into it - or telewest screwed up or something funny like that.

Problem is they don't admit it - and I can't get anywhere talking to them. They just keep passing me onto to people etc. They said they investigated it and the charges still stand.

Any advice?? I'm really desperate and frustrated. I already paid for it all by direct debit and they don't give me my money back. I also don't want to risk bad credit rating if I cancel the DD or something... It riddiculous I have to prove to them something I didn't do

Just wanted to post an update on this matter, in case it happens to other people.

After very long and frustrating battle with telewest, they agreed to send a technician to check my box and prove I didn't order any PPV films.

It took them exactly 5 minutes to see there were no purchases from the box - and I'm expecting to get a full refund.

In case you want to check it yourselves (at least on a PACE box), simply enter the configuration screen - unplug it from the mains, plug it again and keep pressing the up and down arrows simultanously. Hold them for a good 20 seconds or so until you get a blue screen with techie details.

Scroll to page 6 (using the left, right arrows) - it should show all purchases you had on the box. Mine was empty ! So should yours be if you didn't order anything. Don't tell telewest you did it, but at least you can check it and then ask for a technician to come and confirm it with telewest.

Hope it helps

Originally Posted by pixeljuice

Just wanted to post an update on this matter, in case it happens to other people.

After very long and frustrating battle with telewest, they agreed to send a technician to check my box and prove I didn't order any PPV films.

It took them exactly 5 minutes to see there were no purchases from the box - and I'm expecting to get a full refund.

In case you want to check it yourselves (at least on a PACE box), simply enter the configuration screen - unplug it from the mains, plug it again and keep pressing the up and down arrows simultanously. Hold them for a good 20 seconds or so until you get a blue screen with techie details.

Scroll to page 6 (using the left, right arrows) - it should show all purchases you had on the box. Mine was empty ! So should yours be if you didn't order anything. Don't tell telewest you did it, but at least you can check it and then ask for a technician to come and confirm it with telewest.

Hope it helps

Thanks very much - a VERY useful tip! I thought it was only Sky who had these dubious business practices. You should try cancelling Sky!

Maybe it's just more evidence of the flakinesss of the TVDrive software rather than anything else.

[wandersen]

Can you not set a pin for any puyrchases from PPV?

Nothing to do with TVDrive, it's the bog standard Telewest digital box (PACE).

There is a PIN set-up, which I didn't even know at the time, but the thing is TW originally said this was definitely puchased from my box, and could only have been done with a PIN.

Fact is - and my experience proves it - I didn't purchase any PPV films. Ever ! and they still charged me for it £175 !! Only after the technician came and saw there were no purchases from the digital box, did they drop their case and were willing to refund my money.

In short, watch your bills. Something's definitely funny going on with telewest if they charge people for PPV films they didn't watch. Just don't let it happen to you !

[sj2004]

Originally Posted by pixeljuice

Nothing to do with TVDrive, it's the bog standard Telewest digital box (PACE).

There is a PIN set-up, which I didn't even know at the time, but the thing is TW originally said this was definitely puchased from my box, and could only have been done with a PIN.

Fact is - and my experience proves it - I didn't purchase any PPV films. Ever ! and they still charged me for it £175 !! Only after the technician came and saw there were no purchases from the digital box, did they drop their case and were willing to refund my money.

In short, watch your bills. Something's definitely funny going on with telewest if they charge people for PPV films they didn't watch. Just don't let it happen to you !

Unfortunately that screen is only for the old style 'Front Row', Adult nightly and live events purchases. New 'Filmflex' on-demand fils are not registered on that screen. Therefore, they may still argue.

Well, I don't know anything about filmflex or Front Row. I don't watch any PPV and don't intend to. I hardly watch tele as it is, and only got the box because it came free with my phone and broadband.

However, if that's the case then it's really bad for TW customers, like myself, who TW very clearly made an error on their account and charged them for films they haven't watched. If the customer has no means of arguing and proving they didn't watch it, it's a really bad situation.

Imagine if the credit card companies didn't refund customers who their cards been used fraudulently. Nobody would be using Credit Cards anymore. How can Telewest get away with doing such thing is completely beyond me.

Luckily for me they finally realised they made a mistake and dropped the charges, but I would have taken them to court if I had to. I didn't watch any PPV films, why do I need to prove my "innocence" when clearly TW messed up??

I just hope this doesn't happen to any other customers.