Forum Discussion

FateFirst's avatar
FateFirst
Tuning in
2 months ago

Broadband Offer Text Message - Accepted but order still not honored

 

Received text message on 17th December to "Boost your speed to the next tier for only an extra £3".

I went through and proceeded with this as it's a great offer to take my "Volt M500 Broadband" to 1Gig.

Actioned it all and was emailed my contract documents and also received an email "Your Virgin Media Order"  which outlined the details, order number and also specified my estimated activation date (Friday 20th December).

After Christmas I still couldn't see any changes so I contacted online chat support (Yengkhom Robindro) on the 30th December and they responded with:

I understand your concern now. I thank you for the details.
Please allow me to inform you that our online deals usually take a maximum of 7 to 14 working days
to be applied to the account.
Please do not worry, your deal is in process of completion. You will receive email confirmation once it
is competed.
Please keep the documents with you for future reference.

I've waited beyond this now and today still nothing. So I contacted support again (Saira) and this time they said:

I understand Liam, I'm so sorry as checked the best price available with us is for £21.49/m extra for upgraded broadband speed.

I don't understand what has happened. I don't want to pay more than I ordered and I thought the actual order email which outlined everything, gave an order number and activation date, was confirmation.

Am I missing something????

Any help would be appreciated as I don't appear to be getting anywhere with online chat support.

Kind regards,

Liam

  • Hello FateFirst,

    Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your upgrade. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
    Kind Regards,
    Steven_L

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    If this isn't resolved to your satisfaction, you don't have to accept the new contract. You can cancel right away or within 14 days of the new contract starting. You will revert to the old contract with no cost to you.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team

      Hey jpeg1, thank you for reaching out and I can see my colleague is already assisting with this

  • Thanks all for your replies.

    I've messaged Steven_L and currently awaiting a response.

    Kind regards,

    Liam

  • I'm bring this specific thread back as this is STILL ongoing.

    I've been dealing with Steven_L who has been helpful and who appeared to be on top of everything for me and had it resolved. Whilst you were still trying to add discounts to my account, you credited me back enough to bring the previous months bill down to £88. Then Steven_L repied with:

    We're still working on getting the correct discounts added to your account and I will continue to push this till we can get it done for you. 

    Kind Regards,

    Steven_L

    However, today I've been sent a bill for £196.15 when it is supposed to be around £87-88.

    I have replied directly to Steven_L as he was dealing with my original issue, however, I don't know if he is available or around still.

    This is due to be collected on the 28th but I would appreciate this being resolved before then as I've waited weeks.

    Kind regards,

    Liam

    • Kath_P's avatar
      Kath_P
      Forum Team

      Hi Liam, 

      Thanks for coming back to us in the Community. We're sorry to hear this is still an ongoing issue for you. 

      I can see you've already sent a private message to my colleague who was originally helping you to resolve this. 

      We'll leave this with them to avoid multiple agents working on the same thing 🙂 They will be in touch with you when back on shift.

      Thanks, 

      • FateFirst's avatar
        FateFirst
        Tuning in

        Thank you for your reply.

        I think I was more just making sure that Steven_L was working @ VM still.

        Hopefully I will get a response soon.

        Kind regards,

        Liam