A frustrating experience!!

Question

Had to cancel my new contract today as I could not reach a solution with Virgin over the phone

I’ve been using Virgin broadband for about the last 5 years continuously, but have been a customer for well over a decade in total

I've been splitting services; getting internet from Virgin and TV from sky. Mainly because my wife absolutely loathed the old VM set top box interfaces. The sky stuff is just nicer to use.

Well, my sky TV contact came up for renewal and was going to be over £100 a month for just TV services. New Virgin customers can get 500Mb internet and sky cinema, sports and Netflix for £65 a month all in. So I made the call to Virgin to see what was available to me as a long-term broadband customer

I spoke to the lady on the phone about my options, specifically requesting the deal with sky cinema, sports and Netflix and referenced the new customer deal. No problem she said, I just need to activate Netflix once the stream box arrives. £59 a month (I assumed the missing £6 a month was the Netflix activation)

The pre contract docs didn’t mention the TV package anywhere and the full contract didn’t come through until the following day. I did not yet see the issue; I’d been signed up for the ‘bigger’ combo and not the ‘biggest’ combo (seriously guys, come up with some better names!)

One week later, my kit arrived. After a few issues with the stream box I got everything up and running - But all was not well. This was when I realised I was missing the TV channels I thought I had ordered

A call to Virgin this morning to resolve - the best price they could give me was £98 per month with the missing channels. So I have been forced to cancel, as this is too far above the deal promised online or by Sky’s retention team. The guy I spoke to was adamant this was the best he could do.

If I could give anyone advice in my situation it’s get full confirmation of all services in writing before agreeing. Failing to do so will leave you with a bill for 1 month of service as a minimum. L(For me, £59) As i mentioned above, the documents I was sent initially omitted the exact details of the TV deal I was getting, so I was ultimately not sure what I was agreeing to. I am not convinced Virgin are allowed to do that?

Sorry for the long post but I wanted to share my experience in full, so that it may help others in future

Thanks for reading

jpeg1 · Answer

Interesting, but you are just another customer who found that the package you received is not what you expected. One aspect that has annoyed a number of customers is that their Netflix subscription has been quietly degraded to with-ads and they are expected to pay an extra fee to remove them.&nbsp;

Adduxi · Answer

A quick read of the threads will produce similar threads, so I'm not surprised.&nbsp; You would have been better cancelling everything.&nbsp; Once you send all your VM stuff back, your wife can sign up as a "new customer" and get all the best deals.&nbsp; Sky may also do something similar?&nbsp; The downside is you loose your VM mailbox, if you had one, and there will be a few days without Broadband.

Carley_S · Answer

Hi rodneyhchef&nbsp;
Welcome to the Community Forums.&nbsp;
Sorry to hear that recently our standards have slipped when it came to receiving support with adding a TV service to your package. This is not something we like to hear. We pride ourselves on offering the best support possible, so it disappoints us when this isn't given, and this has caused you to decide to cancel with us. We always take on board the feedback we receive so we can collect the information and use it to learn more about the areas we need to improve. We will certainly pass this information along to the relevant teams.

rodneyhchef · Answer

Thanks for your reply CarleyI am very disappointed that your team could not find a solution to this issue and I may be deterred from taking out your services again in future after this experienceI am going to raise a formal complaint as I don’t believe I have been treated fairly with regards to disclosure of information and I am out of pocket because of it, since I still have to pay for 1 month of service for the incorrectly supplied package.

Tom_W1 · Answer

Hi rodneyhchef thanks for your reply.
We're sorry you feel this way, if you wish to raise a complaint, we can look into this for you.
Please expect a PM from us to arrive shortly and respond directly when you can!Many thanks

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A frustrating experience!!

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