Triple XL - what are you being charged?

[StevieDvd]

I had the V+ installed this weekend (did not take keep the old box) so just the install charge.

Since I was checking things out I decided to confirm my current charges too. Basically I have XL on phone, tv & bb and the talk unlimited - coming to £63.95. All a bit oddly listed with full price for one thing and discounts to bring them down - most confusing.

Since the web is showing £38/£45 (initial discount/standard cost) plus of course £11 for rental I make it Triple XL should be £56.

Seems I was paying for talk unlimited twice! I've been reduce to £56.95 now.

Will I get anywhere complaining about being overcharged - not that I know when talk unlimited was added to XL as standard.

Anyone paying less (or far less) for triple XL other than the intro offer?

Ta

Steve

 

[geordie10]

I am paying the same as you.

 

[Johnboy_1975]

Basically I have XL on phone, tv & bb and the talk unlimited - coming to £63.95. Steve

Is that XL TV + SKY Movies and Sky sports - or just XL TV? I am paying £47.50 for XL TV (no sky sports / movies), L BB and XL Phone).

 

[StevieDvd]

Is that XL TV + SKY Movies and Sky sports - or just XL TV? I am paying £47.50 for XL TV (no sky sports / movies), L BB and XL Phone).

Triple XL does not include Sky Sports or Sky Movies, would be a better deal if it did

 

[IIIGREGIII]

If you're paying £63.95 for that and just had the V+ installed I would hope u didn't pay a large install for it.

The reason I say this is there's the XL PLUS Pack which is XL TEL (+ talk mob/international) - XL DTV (V+ plus a second STB) - XL BB and that costs £66 per month (£65 by E-bill) and the installation only costs £30. If you had all three adding the V+ you can still have gone onto this package! (It's not 'new customers only')

But if all you want is XL,XL,XL + V+, then you should have paid the normal rate for V+ (£75/£99/£150).

If you've paid more than £30 for you're V+ then ring customer relations on 0800 052 0870 and demand it changing to that pack. Or, if they wont do it, ask for it to be taken back out as VM will always give you a 28 day trial period for a new service (inc the V+)! Or if u wanna just pay the £56 (and you can still get that £7 disc for 6 months by the way so £49 then £56) ring the same team and they'll change you onto that but wont give you anything back off the installation.

If that team doesn't do any of the above then ask to speak to a manager as they're not letting you have advertised packages.

Hope this helps

 

[StevieDvd]

If you're paying £63.95 for that and just had the V+ installed I would hope u didn't pay a large install for it.

Hope this helps

Thanks

I had basic XL for each service and they were charging me extra for the unlimited talk, which I discovered in now in XL Phone as standard. So I was really a Triple XL user but paying more!

Got the install for £75. I wondered if I should complain and see if I can get a refund or freebie add-on.

 

[IIIGREGIII]

If you wanna make it cheaper than the £63.95 you wont get anythin back off the install but it's worth complaining to see wat you can get.

It's not the case that you were paying double it's jus that you weren't gettin all the discounts you should'ave been. I mean XL TEL (talk unl) is £18.95, XL DTV is £22.00 and XL BB is £37 so the full price is £77.95. (There are people out there paying that too!) But you seem to get a discount of only £14 when now you can get £21.95 to bring it down to the £56 per month. It's just when you went for ur package the £14 disc was prob the most u could get at the time. Every time they bring out a new deal VM arn't gonna change all they're customers prices automatically are they - imagine the confusion!

 

[StevieDvd]

If you wanna make it cheaper than the £63.95 you wont get anythin back off the install but it's worth complaining to see wat you can get.

It's not the case that you were paying double it's jus that you weren't gettin all the discounts you should'ave been. I mean XL TEL (talk unl) is £18.95, XL DTV is £22.00 and XL BB is £37 so the full price is £77.95. (There are people out there paying that too!) But you seem to get a discount of only £14 when now you can get £21.95 to bring it down to the £56 per month. It's just when you went for ur package the £14 disc was prob the most u could get at the time. Every time they bring out a new deal VM arn't gonna change all they're customers prices automatically are they - imagine the confusion!

Thanks I understand a little better now. I was reading the Triple pricing as the actual cost at £56 (or £57 with paper bill) not as a price after discount fixed for the 12month period.

Steve

 

[IIIGREGIII]

Yeh it can be confusing but that's how it works. And yeh you're right £56 if u pay ebill. Sometimes Cust Relations will give you more discount. Depends how long you've been with VM etc...

 

[Johnboy_1975]

Will I get anywhere complaining about being overcharged

Missed this bit in your original post, yes you should get it all back IMO, ask for a cheque.

Triple XL does not include Sky Sports or Sky Movies, would be a better deal if it did

I've seen people claiming XXXL + sky movies + sky sports for £56, so wasn't sure......

If you don't download absolutely loads, you could save by reducing BB to large??

I'm happy with the £48 I pay, don't want it to go over £50 which it basically would do with any extras. But out of curiosity how much extra would I be charged for XL BB (everything else is XL).

EDIT I am guessing about 8 quid, lol

 

[StevieDvd]

I thought I may as well complain about being overcharged for a while as I was going to ring up and ask when the hdmi lead that was 'booked' to come with the installation would arrive.

The engineer who came on the install date did not have any idea what he was booked to do, luckily he had a V+ box but said he'd drop the hdmi lead thru the letterbox in the next day or so.

Upshot is they will work out any refund I'm due and get back within 48hours

I'll update with any progress.

 

[IIIGREGIII]

Upshot is they will work out any refund I'm due and get back within 48hours

I'll update with any progress.

Any news yet Stevie?

 

[StevieDvd]

Any news yet Stevie?

Playing telephone tag at the moment to get the reponse. Have just been on the line with them, to no avail. Of course the person with the answer called whilst I was explaining the whole thing all over again and left a voice message but no name

A good job I never lose my temper with these things

 

[StevieDvd]

Update

Well Virgin have certainly got me to the point of cancelling. I've been waiting for a response to the fact that I had been told I had been overcharged and that the Triple XL for me was cheaper than I'd been paying. Apart from the delay where I was out once and my daughter took a message that they'd call back that day (they didn't) and when they called whilst I was on the line to them - they closed the issue as they could not contact me. This was even after I'd asked them to call my office number first or even email me.

It seems even with today's technology you can't ring Virgin and get to the person who wants to talk to you, and they are unable to use email.

So they re-opened the case and called my home number, seems I was not overcharged it's just the fact that newer deals are cheaper and I was not in a 12 month deal anymore. If I understand corrrectly they can increase the charge but you only get a better deal if you re-take a 12 month contract.

I can't cancel now as the 7 day period since the £7.95 was taken off has locked me in for 12 months.

The most annoying thing is the lack of consistency, had the situation been explained correctly at first I could have cancelled but having my expectations raised that I'd been overcharged allowed me to give them time to look into it.

Oh well I'll draft a nice polite letter of complaint to them about all this, though I doubt it will help me or even others.

Up to now I'd recommended/defended Virgin but now I'll not.

Hopefully in the next year BB speeds will increase and I'll be able to switch over to a better service - perhaps even SKY!!!

 

[StevieDvd]

Update II

I'm still dithering on whether to leave or reduce my service with VM to a bare minimum and take up the new SKY HD offer.

I've asked for confirmation of my termination options by their email or letter, as the conflicting information I get on the phone is driving me nuts!

VM BB & phone is OK for me, I can live with 2MB and base phone package but SKY HD offering seems a lot better. If my area supported a better speed BT broadband I'd cut my losses and go over to SKY now.

I've filled out the complaint form online, I even gave credit to the one VM guy who was both helpful, polite and gave me his name & extn. Shame they can ruin a clients satisfaction so easily with badly trained CS reps. So let's see if that makes anyone take notice.

 

[draperm25]

Well, my farther-in-law was paying for the full tv package (XL) for 3 years which he didn't know about because he never checks his bills, so i phoned and complained and they kept saying that they cant refund it as the bills are sent out and he should have checked them. Turned out to be over £1000 over charged, and the only reason why we noticed was because i phoned for him to say he was thinking of going to sky because of the price, so they offered him the full package tv, then they said "well your on that now", so i mentioned that we haven't received any of them channels at all, so he made me turn the box off for them to set the channels, then turn it back on again for him to receive the channels.

Guess what!!! the box was faulty and thats why he hadnt been receiving the channels.

Moral of the story!!!!!!


ALWAYS check you Virgin Media Bills.

 

[StevieDvd]

Yes they are correct and we are wrong by their rules if you are overcharged and don't notice - that's your special price. If you are undercharged they can correct it straight away.

Even today when I got my bill, now correctly charging £57, it still shows the Talk Unlimited as if it's an add on, do others on Triple XL have the same or just the full price less one discount?

OK I can understand the deals to attract new clients, even incentives to placate existing customers, but other than that surely there should be a set of clear charges that are automatically adjusted down (not just up), not a big thing for computer systems to manage these days.

Perhaps it's me and I should go and collect my membership card to the 'Grumpy Old Men' club.

 

[StevieDvd]

Update III

After detailing my issue in the email complaint on Friday I had a call this morning from VM, it took about 5 mins for him to look up my case and confirm the issue so he has booked a refund for the last 12 months for the 'overpayment'.

So Grumpy Old Men rule

 

[VOYAGERXP]

I pay £59 for xl bb, xl tv and xl phone

 

[supersub40]

I pay £59 for xl bb, xl tv and xl phone

i pay £56 for XLx3 as above