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CeriFalys
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Poor broadband service, big bill!

Our broadband service is very poor. It frequently drops out, making working from home very difficult. Imagine my amazement when I just received my monthly bill to see that I am being charged nearly £10 extra than last month, with no explanation of why. This is clearly unacceptable.

Has anyone else notice their bill go up recently without explanation?! I would very much like a member of the virgin team to look into this for me, if possible.
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Superuser
Superuser
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Re: Poor broadband service, big bill!

the people here cannot do much on billing matters because of DPA - you are best ringing retentions

if you log into MyvirginMedia there should be an explanation - there has been a price increase last month and maybe a loyalty discount ended

whatever it is it looks like a chat with retentions is needed to hopefully get some reduction in the increase

dial 150 or 0345 454 1111 and follow the prompts to - you are thinking of leaving us - dont worry about that they do much more - open 'till 8pm - 6pm on saturdays - closed sunday and the plus is its a UK call centre

____________________

Tony
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Forum Team (Retired) Adam_L
Forum Team (Retired)
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Re: Poor broadband service, big bill!

Hi CeriFalys, 

Thanks for getting in touch to let us know about your issues with your poor broadband service, I apologise for any inconvenience caused.

I have tested things from here and I can see that there's a number of time outs inside the Hubs logs. I would like to arrange for an engineer to attend and investigate this further for you. I will send you a PM (purple envelope at the top) detailing what's required to proceed with making the booking.

Please respond to me there and I'll get this sorted for you.

Take care, 

Thanks, 

Adam.


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