Unhappy over Virgin Service

[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

[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,

[TheCoder]

Originally Posted by G77

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

I'm mostly pretty happy with them but few people that are happy ever bother to post the fact, you only ever see the complaints.

Sure, i've had the occasional problem but its always been sorted pretty quickly once i've phoned them up.

So far, i've never had any billing problems (touch wood) and customer service have always done what they said they were going to do.

The above does seem a strange situation though, i'd definately ask to talk to a manager or threaten to simply cancel the whole deal !

[mikie8]

sky is no different , if you have a special offer price and you change your package , you lose the special offer .

[Bandit1.3]

Hi ring them up when asked which service select you want to leave them do this in the day time should get you to a call centre in the uk they will ask why you want to leave explain what you want. Ive done this a few times worked for me.

[nanochickin]

They have a 28 day happiness clause in the package. Ring them tell them your not happy as they will not change the package so you wish to cancel under the 28 day happiness clause.

They tried it on with me. Had mine fitted on 4th December with 10 Mb Broadband. Rang them up the same day to change to faster broadband and had the same thing. They soon sorted it out when i told them to send there blokes round to fetch their equipment back.

Make sure you mention the 28 day happiness guarentee and tell them "no i'm not happy, take it all out"

If it does back fire you can get more or less the same deal with Sky, whose tv pack is better than Virgins anyway.

Nano

[kerrywez]

Nano you are forgetting their bad bb at sly mate, loved that ad they had saying free bb, a full 1Gig for the month WOW

Seasons greetings Wez

[TechWreck]

like Coder never really had any probs with VM but nothing is 100%

[50pounds]

Well i have that daft vmd280d hub wireless thing and tbh its not very good wireless and was very slow and for ps3 and xbox going online wireless was shocking.. anyways i phoned up vm and there said its my channel on the wireless settings any cut to the chase 45mins on the phone he sorted it. oh and fr the hassle he said hes credited £5.00 to my bill so that was nice. i think its the way your manner is on the phone

[clio1]

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

Go and live in Ireland see what they are paying 85euro just for TV no phone or Broadband, so be thankful for what ya have, 40euro for 15mg broadband still no phone add another 12 quid on to that.