Martin Lewis, 46, Money Saving Expert, has released a useful advice video for those who have lost out on Virgin Media TV channels.
The Money Saving Expert, also known as MSE, has taken action after four million customers of Virgin Media TV have lost out on 10 channels including Dave and Gold, following a rights row between UKTV and Virgin Media.
Virgin Media tweeted on Sunday morning: “We are hugely disappointed for the millions of customers that are losing out.
“We are still available on @SkyUK, @BT_UK, @FreeviewTV, @Freesat_TV, @TalkTalkTV and @NOWTV.”
In a video posted to his Twitter feed today, Martin advised Virgin Media customers on what to do.
He said: “My social media feed has been full of people annoyed with the loss of UK TV programmes like Dave and Gold from the Virgin Media platform and asking what their rights are.
“Well the first thing to say is that your contract is with Virgin Media not UKTV.
“Much as there has been a public spat between the two about rights and wrongs that is irrelevant for you.
“Your complaint is going to be with Virgin. The big question is: is it in breach of contract?
“Technically the answer is probably going to be no because these companies pre draft for that.
“But is this such a substantial change that your contract is going to be affected? I think many people would argue yes, including me.”
He advised Virgin Media customers to consider their options and needs before making a complaint.
“If you are annoyed about the loss of these channels and you practically want them, then think about what to do.
“The first thing to ask is what do you want? If you want to leave Virgin and go elsewhere, or do you want a reduction in your price? It’s always good to know what you want before you start to negotiate.”
“Then I would get in touch with Virgin Media’s call centre which will probably be very busy today.
“Just a quick note – polite and firm is good, aggressive and angry won’t get you anywhere with those call centre staff.
“What is important to do, what I would suggest you do is you either get online or get in touch with the call centre and tell them that you’re deeply unhappy.
“Tell them what you want whether you want to leave them or not, explain your argument about how much you want those channels. There may be penalties for that.
“If you don’t get what you want you should take it to Ofcom.“
He added that some people had already achieved success with these methods. ”I am already getting some feedback from some people not most people saying they have been able to leave their contract penalty free, and from some people saying they have got a reduction on the back of this. Good luck!”
Martin’s step-by-step advice can be summarised as:
- Consider what you want: either to leave Virgin Media or to get a reduced rate
- Contact Virgin Media by phone or online
- Negotiate with a polite and firm tone
- If this fails, take your complaint to Ofcom
