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

33 Replies

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  • archercj's avatar
    archercj
    Fibre optic
    2 years ago

    And lets hope that my Gig1 that they have also just halved in speed gets resolved on Wednesday when my new contract kicks in. Dear oh dear oh dear.

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      2 years ago

      Hello archercj.

      Thankyou for your post and explanation regarding the new contract and box being sent out.

      Sorry its been a long winded process for you to get this resolved.

      As a community team we are unable to help with package changes from here.

      But We can take a look and see if the new contract includes what you have been advised.

      Can you let me know if you would like me to take a look for you.

      It's not a problem at all.

      Gareth_L

  • archercj's avatar
    archercj
    Fibre optic
    2 years ago

    Today I wrote a 9 page letter of complaint showing the various emails, contracts and CS agents transcripts on WhatsApp. There is no option to email a complaints team so you have the choice of posting it (yup thats correct), using the complaints option online but its pure text and you cant include screen shots so i decided to try the WhatApp route.

    Start at 2pm and after aroubf 2 hours I had circumnavigated the teir 1 and teir 2 no powers whatsover agents. Went out for tea and then at 20:58 I got a response saying an agent would be with me in 1-2 minutes.

    Then at 21:00 I got a message telling me all agents are coming to the end of their shift but will respond after 8am tomorrow.

    Youve got to laugh

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      2 years ago

      Hi archercj, we're sorry to hear about the poor experience you've had 😔

      In order to check what your new contract includes, we'll send you a private message on here. Look out for the envelope in the top right-hand corner. 

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,
      Daniel

      • archercj's avatar
        archercj
        Fibre optic
        2 years ago

        Hopefully Daniel will have sorted out the latest **bleep** up - no Sky UHD despite it being stated on the contract proposal.

        Had to laugh (or I would cry lol). On Sunday after waiting 4 days for the fault to be fixed (which it wasnt) and being told basically whatever they had done had cocked up the set top box so I needed a new one, the parcel came in the post to send the old box back a day before I am expecting the new box.

  • archercj's avatar
    archercj
    Fibre optic
    2 years ago

    And theres more.The new device came today. A new remote but still the devices says error CS1011. Cut a very very very very long story short the agent couldnt access it remotely and has had to book a technician in. Bearing in mind its 2nd Aug they said the earliest dat was 11th Aug!!!

    A little polite discussion and now they are coming on Friday.

    OMG!!! Will this ever end

  • archercj's avatar
    archercj
    Fibre optic
    2 years ago

    Still awaiting activation of UHD (agent on here is being very helpful with that and we have decided to pause ut until the replacement box HOPEFULLY comes today.

    Anyway amongst all the 11 hours plus I have been on phones, internet etc I put in a formal complaint and sent them via WhatsApp my rather wordy dossier of 'events' 

    Just got the following email back. REALLY!!!!! How to rub salt into the wounds.

     

  • archercj's avatar
    archercj
    Fibre optic
    2 years ago

    Hopefully thats that (well except the UHD). Technician been and ended up having to put in a new box. Wasnt sure why the old one had done what it had. But al back up and running. Except UHD which a kind gentleman on here is sorting out for me.

  • archercj's avatar
    archercj
    Fibre optic
    2 years ago

    Everything back to how it was before (plus the UHD stuff).

    My overall view of Virgin CS is still that via the web chat/initial WhatsApp discussions it is appalling (and most of that is that those people dont have the authority). If you are 'lucky' enough to be escalated to the UK then it is a roll of a dice if you get someone who sorts it out.

    The best chance of a resolution is via this site. Always found them conscientious and did resolve issues (many thanks Daniel for that on this occasion).

    But you shouldnt really have to rely on a public forum that is patrolled by Virgin CS staff for a resolutio. For starters it can take a while for intiial contact and then resolution. Yes there are far worse things in the world but we all pay good money for the service dont we.

    As it stands my contract still says £90pm (and it should be £80) but I have been assured that there will be a cresit applied each month when my bill is produced. Fingers crossed there.

    It's just when you read the deluge of people and their experiences - Netflix, Volt benefits not applied, wrongly charges etc etc you think it cant be that hard can it?

    But as I am sure most will agree, it is indicative of large corporates - banks, mobile phone companies, utility firms etc etc. What a poor state of affairs.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      2 years ago

      Thanks for coming back to us archercj and for providing your feedback about your experience and the service that you have been offered.

      If you haven't done so already, would you like to raise a complaint about this experience?

      Kind Regards,

      Steven_L

      • archercj's avatar
        archercj
        Fibre optic
        2 years ago

        Raise a complaint. Check my account. Ive raised several!!!

  • Fumming74's avatar
    Fumming74
    Tuning in
    2 years ago

    its a joke now - incorrect contract, asking to renewal, being over charged, not correct speed - one CS said yes we will honour it other just said no after being the phone for over 4hrs 😡