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kittykat
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£3.49 price increase November 2016 - Media

Why is it so hard to find an email address for Customer Services?  I want a reply in "writing", not over the phone!

I've received a letter to say my bill's going up as per above.   I only negotiated a new package / deal (including a promotional offer) in February 2016, which I was under the impression would hold for 18 months.   I negotiated the new package as I wasn't happy with the way-above-inflation increase back then.  Now it sounds like the same thing is going to happen again, not even a year after the last increase. 

The letter does say "If you're on a promotional offer we will honour it".  Does this apply to me?  Or will you increase my bill by £3.49 regardless (an inflation-busting 8% approximately), thus negating much of my £5 promotional offer discount?

An answer from Virgin would be appreciated. 

Thanks.

 

 

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cybmole
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Re: £3.49 price increase November 2016 - Media


kittykat wrote:

Why is it so hard to find an email address for Customer Services?

 

 because it does not exist, is why 

 they don't have one.

think how many complaints they'd have to reply to if they did 

and how much pornographic spam they'd have to wade through every day if they used a virgin email inbox Smiley Happy

but then again, most of the genuine complaints would end up mis-filed in their spam folders or lost in transit. every cloud has a silver lining...


 

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Superuser
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Re: £3.49 price increase November 2016 - Media

if you want to put it in writing you can write to:
Virgin Media,
PO Box 333,
Matrix Court,
SWANSEA,
SA7 9ZJ.
----------------------------------------------------------
If someone's helped you out say thanks by clicking on the thumbs up. If someone's solved your problem, why not mark their message as an Accepted Solution
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Forum Team
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Re: £3.49 price increase November 2016 - Media

Hi kittykat, 

 

Thanks for posting here about the recent changes we're making. We appreciate that no one likes to hear about a price rise. To make sure we are able to offer the best services we can, we sometimes need to review our prices.

 

Every year we launch better services, faster speeds and unbeatable offers for all our customers.

 

If you're unhappy then it is the perfect opportunity for you to look at reviewing your overall package with us so it would be great if you could either get in touch with our team via Webchat or via 150 / 0345 454 1111. Our teams will be more than happy to take a look at this with you.

 

Let us know how things go. 

 

Thanks,

Kath_F
Forum Team

Tech fan? Have you read our Digital life blog yet? Check it out



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kittykat
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Re: £3.49 price increase November 2016 - Media

Thanks, but this is just a standard reply I've seen on other threads, and it doesn't answer my question about whether my promotional offer will be honoured, or whether the £3.49 increase applies to me. 

And as I've commented on another thread, my TiVo box has suddenly started slowing to a snail's pace since last week or so - it can take perhaps 30 seconds to manoeuvre around my recorded programs and move from there to live TV.  This in conjunction with an apparent impending price increase doesn't sit well!

Thanks.

 

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Forum Team
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Re: £3.49 price increase November 2016 - Media

Hi kittykat, 

 

Thanks for responding Smiley Happy

 

Anyone who is affected by the price increase will be notified in the next few weeks. Anyone affected who is on a promotional discount will still get the same amount of discount only that discount will come off the higher price. 

 

With regards to the slowness on the TiVo® try giving the box a reboot. This more often than not helps things to speed up Smiley Happy Another thing to try is delete any recordings you've seen and don't wish to keep. Freeing up some room on the box will help too. 

 

If you're still having an issue with it, pop a post in the TiVo® board and the experts can take a better look at things Smiley Happy

 

Thanks,

Kath_F
Forum Team

Tech fan? Have you read our Digital life blog yet? Check it out



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frank_gm
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Re: £3.49 price increase November 2016 - Media


Kath_F wrote:

Hi kittykat, 

 Thanks for responding Smiley Happy

 Anyone who is affected by the price increase will be notified in the next few weeks. Anyone affected who is on a promotional discount will still get the same amount of discount only that discount will come off the higher price. 

 With regards to the slowness on the TiVo® try giving the box a reboot. This more often than not helps things to speed up Smiley Happy Another thing to try is delete any recordings you've seen and don't wish to keep. Freeing up some room on the box will help too. 

 If you're still having an issue with it, pop a post in the TiVo® board and the experts can take a better look at things Smiley Happy

 Thanks,


Given your response that I have highlighted in bold above, wouldn't it have been simpler, and more honest, just to say yes you are getting the price rise.

 

Nice to be able to post again, after their mistake (removed by the Censorship team).
¡No Pasarán!
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Shroko
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Re: £3.49 price increase November 2016 - Media

Hi Kittykat

Every VM customer is affected by the rise, do what I and others have done and cancel your VM services.

You and any other customer of VM absolutely have the entitlement to leave due to price changes and this is in The VM terms and conditions. If all services are changing in price then this should be applicable across the board. If only one service was changing in price this would be relevant to that one service only.

In the latest price hike, all services are affected, all you need to do is give VM 30 days notice of cancellation due to the price increase.

Hope this helps.
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Sharrona
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Message 9 of 9
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Re: £3.49 price increase November 2016 - Media

I too had a letter stating that they will honour offers. I moved house and was told that they will honour the offer when I called to say I was moving on 2nd December 2016. Yet this never happened it is £29 rather than £27.99 I was told this was due to the price increase by the manager which wasn't very helpful worst thing is that the person that set up my new contract and informed me I would still being paying 27.99 didn't put it on the system I called to pay a bill and told them this they said it would be sorted now apparently all it says in their "system" is that I've told them it should be £27.99. They manager didn't seem to care at all I said it should be looked into she said she would but I doubt it will be. This is unacceptable I've complained about this too many times now. Worst thing is she says they never said they'd honour offer on the letter and they wouldn't do that
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