Unhappy over Virgin Service

[scarlettxxx]

MONEY BACK GUARANTEE

Money back guarantee: The 28-day money back guarantee is available for new customers and existing customers taking a new service. Call us within 28 days of service activation to cancel and we'll refund the first month's charge and any installation charge. You will only be charged for transactions (calls, texts, purchases, service upgrades) occurring after activation. Statutory rights not affected

[timetrex]

Originally Posted by ruaidhri1

Hi

Virgin Media installed Broadband, TV M+ and Telephone line on the 17/12//10 at a cost of £34.74 for the first six months and £44.49 after that with a one off cost of £49.00. I realised I should have chosen the XL TV package and rang Virgin the next day (18/12/10) to upgrade my service. I was informed that no changes could be made until the 20/12/10 and to contact them in regard to this issue. Essentially I want to Increase the TV package at a total cost of £37.99 for the first six months and £56.49 after that but I have been informed that if I change the package now I will have to pay the full £56.49 increasing to £65.00 after six months.

How could this possibly be fair? I could understand some ambiguity if I had let the matter last for a while but after one day I was looking to upgrade my package at a cost no more or no less than any other new customer. The staff were unaccommodating and in truth arrogant in stating that it was my fault, I would have to pay the full amount and lose the six month offer as a new customer. I have had enough of dealings with providers and considering I am not downgrading my services, I would like to pay the existing offer purporting to new customers.

Has anybody had any issues/ advice on this matter? I would be grateful of some advice and am aware that I have 28 days to decide If I am happy with their services, which at present am not. Thanks

i have never seen such a stupid post...Really you must have got the wrong end of the stick. Virgin do not hold you to your contract as long as your upgrading. Downgrading your package is a different matter.

I myself have never had any issues with Virgin Media. Tv is on, no loss of service. BB works fine apart from the throttling of bit torrent but I live with that. Pretty good service all in all. Just wish for better uploads speeds than the current planned upload upgrade happening now.

And its somewhat ironic that for years virgin/ntl for the everday person was able to get free tv with a little bit of reading or help from the bloke in the pub. Sly was pretty much safe apart from the c/s..

But now if we compare c/s on cable and on sly although cable is in its infancy it seems for the ordinary man on the street alot harder to do and making virgin service seem more secure than sly.

[Bandit1.3]

Hi all i think its time the mods closed this thread. Anyone know if he's called them to tell them he's not happy . please close this thread it seems to be going no where.

[Robbo]

A sensible company would allow you to upgrade without any bother, it is in their interests to do so as they would get an increased monthly subscription. Personally I would tell them to shove it, unless they played ball. I had a similar issue with Orange, and it was very quickly solved when I told them I would cancel unless they did the sensible thing.

But... you do have to be willing to go through with any threats if they want to be prats about it.

[johnoo]

Originally Posted by G77

i've never seen any posts in which people are happy with the customer service from vm.

i mean, sure, there broadband is the best available and the tv service, is, i guess a service (never had cable tv myself ) but there billing system and the way nobody knows anything when you call them up is shocking.

gone are the days when you could make an empty threat and say you want to cancel in the hope they'll offer you az better deal. they seem to just let people go now,

Your right when you say nobody knows what the hell they are doing,I moved back into the family house quite a while back.There was only my mother still living there and although it was a virgin(telewest then)area there was no cable installed.I had that installed and set up the direct debit,but for some reason the name on the bills was hers.When she died recently there was a lot of work to be done sorting out the will and house etc.The one thing I though would be simple was to change the name on virgin,as I paid the DD and was not planning any changes to current services I thought it would be easy,how wrong I was
First call got me to a indian call centre who said that I would have to go on a new 12 month contract,since the house is going to be sold and the fact I had paid DD for years I said I did'nt think that was fair and wanted to cancel.They said ok and and put me though to cancellations,(not blaming Indian call centre as there guidelines are probaley set in stone)cancellation bloke said it was not true that I would need to go on a new contract as the DD and services had not changed and he would sort out the name change.A few days later a contract came from virgin,which I have never signed,and a bill.I rang virgin about the bill which was something like £132 for 20 mb bb/phone and tv.while on I asked them if they had put me on a new 12 month contract,the lady said I was which pissed me off,eventually they traced back the original phone call to cancellations that had promised no change to my current contract.while on the phone still,in a bit to keep me happy and cut my bill they said I should downgrade to 10mb bb as I would notice no difference(you do notice a difference but I can't be bothered with the hassle to reupgrade)and move me to m tv package,which I refused as its pointless having a 42 hd ready tv without HD,I never really rang up to downgrade,just really to see why the charge was so much,and also had a nagging feeling they had put me on a new 12 month contract.sure as hell won't bother me anymore if when the house is sold its not in a cabled area(as it would have with telewest) I move too.
Honestly I don't know how virgin have been successful,they don't seem to know what the hell they are doing.

[andybr1ggs]

virmin tossers

[andybr1ggs]

Originally Posted by timetrex

i have never seen such a stupid post...Really you must have got the wrong end of the stick. Virgin do not hold you to your contract as long as your upgrading. Downgrading your package is a different matter.

I myself have never had any issues with Virgin Media. Tv is on, no loss of service. BB works fine apart from the throttling of bit torrent but I live with that. Pretty good service all in all. Just wish for better uploads speeds than the current planned upload upgrade happening now.

And its somewhat ironic that for years virgin/ntl for the everday person was able to get free tv with a little bit of reading or help from the bloke in the pub. Sly was pretty much safe apart from the c/s..

But now if we compare c/s on cable and on sly although cable is in its infancy it seems for the ordinary man on the street alot harder to do and making virgin service seem more secure than sly.

i have the tvgiude is rubbish sometimes it works sometimes it dont ...rubbish

[timetrex]

just sounds like people ranting because they are having to pay for something..

Perhaps if something was paid for you wouldnt be in the state we are now..
You might even be able to set up c/s yourself as virgin may have went through the natural progression of upgrading to N2 then to N3. That way rsa keys could be found on the card.

The tv guide works fine for me, Just give it a few minutes after turning the box on and its fine...All updated for all channels.