Forum Discussion

archercj's avatar
archercj
Fibre optic
2 years ago
Solved

Contract renewal

My current Virgin contract is up for renewal in September and I received an email from them regarding a renewal price. I was a little suspicious of the email so I contatced them via their online chat.

My current contract is the Ultimate Volt Bundle with Netflix premium and Gig1 which I am paying £63.50. Yes I know that is low as it is heavily discount due to a complaint I made a few months ago.

Anyway the renewal price in the email was £76 but I was concerned it wasnt like for like (and it didnt state netflix was included). 

When I contacted them (after two 3 hour waits) I was told the actual cost was going to be £144.99. When I queried this and stated the email price of £76 they said they couldnt help me and put me through to the 'specialist' team.

This team started offering me this that and the other but it wasnt comparable with my current package (Gig1, sports HD, movies etc). When I asked for a like for like quote they came back with £152.24. At this I said, politely, I would be terminating my contract.

Anyway after a while they came back with a figure of £92.99. This aligns with what I was paying before the recent discount so I said I was happy with that as long as it was EXACTLY the same as my current package i.e. includes Netflix premium, Gig1, Sports HD, movies etc. They stated on the whatsapp chat they are all included.

So I have just been on to my account to look at my new contract. I am now on the 'Bigger Volt bundle + sports'. When I googled this it it appears there is no movies now.

The problem I have is that Virgin are the only true fibre provider and I need the speed for teh job. Otherwise I would be jumping ship. To be honest I may still do so and see what 60mb Sky is like

  • Tom_W1's avatar
    Tom_W1
    2 years ago

    Hi archercj thanks for your reply - we're sure Daniel will get things resolved for you!
    If you do have any further issues, please contact him directly 😊

    Many thanks

  • archercj's avatar
    archercj
    Fibre optic
    2 years ago

    And to add salt to the wounds I have now had a further email telling me what I have lost (despite asurances I hadnt lost anything):

     

    • archercj's avatar
      archercj
      Fibre optic
      2 years ago

      And despite my contract not ending until September they have now removed all my movie channels and started charging me more

      • Natalie_L's avatar
        Natalie_L
        Forum Team (Retired)
        2 years ago

        Hello archercj, 

        Thank you for posting to us here on the community. 

        We are very sorry to hear of the issues you are experiencing with your package. 

        In order to look in to this further, I am going to pop you over a private message to take a few details. 

        This will be available via the red bar at the top of the page. 

        Speak soon, 

         

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 years ago

    Hi archercj 

    I've moved this from the Volt forum to the manage your account forum since it's a contract issue.

    There is a 14 day cooling off period which you can take advantage of.  

    The frontline agents usually don't have access to packages and pricing that are available via My Virgin Media or email incentives

    The best team to  speak to are retentions as they have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents

    They should be able to revert you back to your previous package and pricing, or hopefully match the offer you received.

    I'll watch your thread with interest as I received an email communication offering me a £17 a month off my current pricing. When looking at my contract pdf I noticed that it didn't include the free netflix, also there was no mention of my second 360 box.  The estimated activation date was last Saturday 22nd July but it still hasn't gone through.

    • archercj's avatar
      archercj
      Fibre optic
      2 years ago

      Will do @newapollo.

      Spoke to another CS today and they offered me basically my original package for £70pm. Only thing is that it is Netflix Standard and they have said I need to talk to netflix direct to upgrade to Premium (£5). I have added Sky UHD (sounds like long life milk lol) so my revised price is £80pm which includes all sports and movie channels plus Gig1 and support for 2 boxes. Tey sent me a link via Whatsapp with the contract but I have not received an email or had my account updated to reflect this yet. Patience I suppose.

      Only issue is that I have just come to watch TV and ALL channels on the box are greyed out and saying I need to subscribe. Fingers crossed its sorted by the morning

  • archercj's avatar
    archercj
    Fibre optic
    2 years ago

    You cant make their incompetence up. Depsite sorting out the correct contratc I am still without ALL chanells on one box (all disabled) and no movies etc on the other. Amazing how quick they were to screw it all up (oh yes sir your new contractr is exactly the same as your old one now) yet seem incapable of sorting it out.

  • archercj's avatar
    archercj
    Fibre optic
    2 years ago

    Now they are saying they have no knowledge of the revised contract :-). Lucky I have the contract AND a full Whatsapp audit of discussions

  • archercj's avatar
    archercj
    Fibre optic
    2 years ago

    Just had an email requesting return one of my two 360 boxes. It gets better and better

  • archercj's avatar
    archercj
    Fibre optic
    2 years ago

    Just spoken to someone - remember those days lol. Really helpful chap. Raised my formal complaint after he told me the previous CS person had incorrectly terminated one of my 360 boxes and the process to reinstate it could take 72 hours. Oh well no cricket or rugby league for me.

  • archercj's avatar
    archercj
    Fibre optic
    2 years ago

    I am so annoyed about this incident. It takes them less than 4 hours to make the incorrect changes that jiggers up totally one box and reduces functionality on another (despite the recorded assurances I was getting practically like for like package), yet it takes them (hopefully) 72 hours to rectify it.

  • archercj's avatar
    archercj
    Fibre optic
    2 years ago

    Now getting 'threatening' texts saying the collection team is in the area and will be collecting the equipment on monday. This has gone above a joke.

    • hearbear's avatar
      hearbear
      Tuning in
      2 years ago

      This all down to the foreign call centres they use, I got a call from them offering to get me a better price for my package, the girl was barely able to be understood looked at what she could offer me, the price she came back with was £10 more a month. Then she started on about demanding that I should go ahead with it and she was very ticked off when I told her to stick it where the sun doesn't shine. She was unable to grasp that £10 more was not a better deal. Virgin Media really need to look at running their call centres from the UK with people who can speak clear English and have a better understanding of basic arithmetic.

    • Adri_G's avatar
      Adri_G
      Forum Team (Retired)
      2 years ago

      Hi, archerj. 
      Sorry to see of all the issues with this and your frustration, this is surely not the experience we want for you. 😞

      I can see you've been speaking to my colleague recently via PM and we've raised this issue with the relevant team - we've also confirmed that it may take up to 72 hours for this to be rectified so please bear with us as we'll work our best to sort things out as soon as we can.

      If you're still not happy with this and wish to raise your concerns you may go back to my colleague via PM and they'll be eager to raise a complaint for you, let us know if this helps and please do keep us posted on how things go from here.

      • archercj's avatar
        archercj
        Fibre optic
        2 years ago

        It is now actually 5 days since your company mistakenly cut one of my boxes off. after 24 hours I spoke to someone who stated it takes 72 hours to get sorted. They also booked in a call for 9:30am tis morning.

        Youve guessed it. Still no channels oh and it's now 11:11am and noone has ring me.

  • archercj's avatar
    archercj
    Fibre optic
    2 years ago

    Just had a 62 minute conversation with someone who I thought knew what they wee on about. They remotely rebooted the STB and then the router. All fixed they said. Ermmmmmmm no. Now it doesnt boot up at all, just a Code CS1011 TV box has an issue finding your account details. Wait 20 minutes they said. Then I receive a text telling me my new equipment is being delivered on wednesday.

    Then an email stating my new contract. The CS person found the revised £80pm quote and asked if I was happy with that. I said yes. My new contract is now £11.50 with a first bill of £135.01. Oh and movies, kids, sports hd etc have all been removed

     

  • archercj's avatar
    archercj
    Fibre optic
    2 years ago

    Could I be making progress. Contract has changed again to the 'correct' one. Just need to wait until Wednesday and the delivery of my 'new' box to replace the old one that they jiggered up remotely lol.

    Just one thing. The contract quote I originally got included Sky UHD. The 'new' contract has no mention of this (just Sky Sports HD). We shall see on Wednesday if it does. I did ring and was assured it does. I am not sure.

    Not bad eh. A week without TV services just because someone at their end remotely cocked it up. Cant believe it could be resureected remotely.