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bazii's avatar
bazii
Just joined
10 hours ago

Mis-sold package Advice

Hi,

Looking for some advice. My package with Virgin Media started a few days ago and it’s been a nightmare ever since.

The sales agent who sold me the package offered me the Virgin 360 box along with various other items in the package for a certain price along with £100 additional credit on the account. I made it very clear to the sales agent that I was only switching over from Sky because I was getting the 360 box to be able to record to, as Sky were offering me a much cheaper loyalty price but with the stream box and the contract price is not what I agreed to with the sales agent. I try to follow this up with several calls and text messages to the sales agent who has gone completely quiet and looks like he has blocked my number as it goes straight to voicemail now.

When I eventually receive the package, I get the stream box. After spending hours on the phone they tell me that essentially the sales agent Missold me the package and the 360 box has been discontinued and that there were no discounts applied to my account to bring the price down.

This has put me in a difficult situation where I am now paying considerably higher than expected whereas Sky was offering me a lot more for a lot less on the stream box.

After several hours on the phone one rep suggested that I go to a deadlock as they won’t be able to match the offer that Sky was giving that I lost out on as a result of being Missold. In addition they also mentioned that there is no investigation ongoing on the agent who clearly lied and Missold me the package which completely baffles me.

The agent was unable to actually tell me what the deadlock process entails. Has anyone here been through this and can provide advice on it?

Thanks.

3 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Hi bazii​ 

    The Stream (Flex) box became the default TV choice for all of VM's new customers around 3 months ago.

    If you've been supplied with the hub5x then you are on the newer XGS-PON (Full Fibre network) and the 360 box isn't available.  Landline phone services aren't available either on this network.

    The easy way to tell which network you are on is to check if your supplied hub has a 10Gbps port (it's red in colour- see screenshot below) This hub also doesn't have a modem mode.

    On the older DOCSIS (Fibre) network the incoming VM coaxial cable carries both the linear broadcast TV channels & the DOCSIS internet.  VM's recordable TV set top boxes (TV360) only work on the older  DOCSIS cable network which uses coaxial copper cables.   You can receive broadband speeds up to 1Gbps on this network.

    VM's DOCSIS and XGS PON aren't compatable as without coaxial there are no traditional cable television signals just internet, so VM provide their TV service on the  Full Fibre  network over the internet using the Stream (Flex) box, hence no recording facilities. (Full Fibre (XGS-PON) is fibre to the premises and is VM's newest network currently offering speeds up to 2Gbps symmetrically and will be capable of 10Gbps symmetric speeds in the future.

    I suggest contacting the sales team. You can call them on 0800 183 1234 - they may need to cancel your current deal but they should be able to provide a recordable TV360 box but it will incur an activation fee of £49.95.  Any additional boxes will be the non recordable Stream boxes

     

  • Some areas are Stream only so the 360 may not be an option.  Still poor work from the telephony side.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    A very familiar story. A sales agent telling lies to get their commission, and then leaving you to argue the result with VM. It's time this was stopped! 

    If you have been connected for less than 14 days you can cancel the contract now without loss and go back to your previous supplier. Otherwise you'll have to see if a VM staff member can pick this up and offer to sort it. Failing that you can make a formal complaint which is a long slow process. 

    The 360 box is available in most areas, for an extra £50.