Forum Discussion

Karen221's avatar
Karen221
Just browsing
17 hours ago

Discount not given

Long story but here goes. I had been looking for a new broadband supplier and sim deals. I was mostly looking on MSE’s app and they offered some good deals with a few different companies, Virgins hybrid fibre broadband came with £110 bill credit at £23.99p/m for the 132gb, then a man in a virgin t-shirt knocked, he said you’ve been looking at our site a fair few times. Anyway over a few days he offered me a volt package which is the 132gb doubled to 264gb and a sim with O2 5gb doubled to 10gb for £6p/m, he said I’ll give you a £5 discount that will come off the virgin bill and O2 will take £6 separately, total £24.99, Quick sum up that was slightly better than the bill credit on the other site, so I signed up, everything went very quickly except trying to get on virgin’s app that took weeks. Now I’ve noticed I’m not getting my £5 discount, so yesterday I tried the virtual assistant which had me going round in circles and I gave up after the 2nd time, I then phoned and couldn’t get the robot to understand what I was saying, going round in circles again I gave up, then I tried the live chat, actually managed to talk to someone who eventually transferred me to someone else, i sent them proof of the discount I had been offered by copying and pasting the email to each of the people I was talking to, basically after 2 and a half hours just on that chat, my security password was correct for the first bloke but the second bloke it was wrong 🤷‍♀️ and I’m not getting my discount, he said to call back tomorrow and they will try again, I don’t have time to spend all my time going round in circles and getting nowhere 🤬 one angry customer, i should of stuck with the first one i found with the £110 bill credit or even picked a different supplier even if it was a couple of quid more, but i thought as he came to my home I would be nice and give him the sale. I had asked if he could set my daughter up with basically the same deal but I’ve now told her to go elsewhere. This is definitely not the fault of the salesman that came to my house, he was very knowledgeable, polite and not pushy at all.

6 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    14 hours ago

    So many threads on here start with someone saying that they have been signed up by a VM sales rep. 

    You know before reading any more that they are going to say they have been deceived by the sales rep and have been signed up for a deal that is not reflected in the contract. 

    Who is going to stop this obviously deliberate mis-selling?

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    14 hours ago

    I assume you are both beyond the 14 day cooling off period?  On a side note, EE will give up to £300 as a bill credit to help move ISP's.  I've yet to see any post here with a definite bill credit for an early termination?

    • Karen221's avatar
      Karen221
      Just browsing
      14 hours ago

      Hi Adduxi Yes I am, I started with Virgin on the 14th July, trouble was i couldn’t access my account on the app at all until about 3 days ago and there’s no way you can talk to a human, I was regretting signing up from day one. Typically iv just left utility warehouse because they was too expensive but i know they will pay your get out fees, it’ll cost me more with them though, well at least until the price increases come for the next 2 years.

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team
        2 hours ago

        Hello Karen221

         

        Very sorry to hear of the package issues and the trouble getting support with this, we appreciate you raising this via the forums.

         

        We're happy to assist you with this and I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

  • Karen221's avatar
    Karen221
    Just browsing
    15 hours ago

    They also messed up the billing and charged me for paper billing £1.75, but they refunded that yesterday because they messed up. I’m sure they do this just to see how much extra they can get out of people. Ii do have my discount written on an email and I’ve sent it to them twice, even if you had it in writing they’ll probably ignore you, so I’ll look at taking it further. I wonder if there’s any companies out there that’s willing to pay the get out fees, I’m pretty sure there is, when I’ve got time I’ll have a look round and let you know.

  • Carynverina's avatar
    Carynverina
    Just browsing
    16 hours ago

    I signed up through a sales rep at the door too. Offered to pay up to £300 to get me out of previous contract. My get out fee was £123. Still struggling to get it back. No one seems to know anything about it. It's not the cost but the principle . False pretence to get in my door & get me signed up. A lot of the Virgin team seem pretty helpless to sort out anything but the basics I.e area code. And even that took a long I'd process! Wish I'd done more research.