on 14-03-2011 18:33
I just signed up for Virgin's 50mb broadband a couple of weeks ago. As an existing customer I was emailed by Virgin to say that I could upgrade to the 50mb service for just £5 a month extra and that they would waive activation and installation fees.
When I received my bill this month Virgin have charged me £20 installation. When I queried this they took off the £20 as a "good will gesture"! When I asked if had read the promotion wrong the customer service advisor wouldn't answer....
Anyone else had this?
Its great they've redeemed the money but surely they should admit their mistake?!
on 14-03-2011 20:08
Without seeing the account I couldn't really advice more so speculate but I know that we have had an offer for free install if upgrading to XXL bbi for a little while it may have just been an oversight by the agent processing the request for you or it may have been the case that your account wasn't elligible but a letter was accidently sent out to you about the upgrade(I belive it happened with the XL30 initally). It's not a common thing at all to be honest but it does happen on the odd occassion but at least you were refunded for it
on 14-03-2011 20:40
i had £30 added for priority instalation which should be free and £30 for the wireless adapter both got waivered when i phoned to complain. All in all i am not happy with virgin at the minute and wished i hadnt upgraded my services.
on 14-03-2011 20:49
Without seeing the account it is not an uncommon thing at all for VM to add charges that should not be until the customer rings up to complain.
Sometimes it is the customer who hasn't read the letter correctly, most times it is the CS person who doesn't know.
The offer is only to those on standard pricing, if a customer is on a retention deal it's different. CS were also trying to charge those with an existing superhub or a VMNG300 a £30 upgrade fee which again is wrong.
There are those with a VMNG300 modem who downgraded from the 50Mb service for whatever reason being told it won't work with the 30Mb service. Again WRONG!
2 years ago VM admitted CS was flawed. It still is as no improvement to CS can be seen!
on 17-03-2011 15:59
Unfortunately we cannot discuss your account here for DPA reasons. However, if you give our Customer Care team a call on freephone 150 from a VM landline or 0845 454 1111 they should be able to look into it for you.