Forum Discussion

TheBurrs's avatar
TheBurrs
Joining in
7 months ago

Missold Broadband Package

Hi, 

Recently contacted Virgin chat to resolve some log in issues. Told them the reason we wanted to log in was to see what deals we had available for broadband, as we needed faster speeds.

Eventually we were offered a deal that we liked for an upgrade, which included some free upgrades as an O2 customer. I pointed out on chat that it didn't say the speed that we agreed on the contract, but I was told that the speed would be increased and wifi pods ordered 24 hours after the contract was setup and initialised. 

After getting back in touch with Virgin Media to enquire about the wifi pods and speed upgrade, I was told that I can't have the promised package because it was not setup correctly and I couldn't have the package at the agreed price.

I was being pushed to cancel the contract, but I held firm to wanting the agreed package. Apparently the supervisor/manager couldn't agree to the price, so I was advised to submit a complaint. 

I was told they'd send me a complaint form, which I haven't received. After reading reports of similar issues, it seems they are trying to run the clock down on the 14 day cooling off period. 

Is there a way to get Virgin to honour the agreed package and price? Albeit possibly through complaint procedure and OfCom?

I have the whole transcript of the conversations with customer services as it was all via WhatsApp. So at least I don't have to worry about call recordings going missing. 

Thanks in advance for any advice you might be able to offer. 

Bad Broadbander
missold
Vanishing Volt Package
  • TheBurrs's avatar
    TheBurrs
    Joining in
    7 months ago

    Further note - I have now seen that a complaint was raised on my behalf which had very little detail, to the point it didn't even mention a missold broadband package. 

    "

    Here’s a quick recap

    Your complaint was:
    Cable -> Customer Experience -> Other

    And here’s what we agreed:
    Customer Experience -> Agent or Technician Professionalism - Internal feedback provided"

    I have also seen that the reason they were unable to upgrade my package when I followed up with VM, was because the initial customer service rep had already upgraded me from another package to my current package. And a further upgrade couldn't be completed as a result. 

    I'll send a response/note to the resolution team with the existing complaint reference number. Hopefully that might help the cause

    • Tom_W1's avatar
      Tom_W1
      Forum Team
      7 months ago

      Hi TheBurrs thanks for your post here although we're sorry to hear of the concerns you've raised here.

      Please allow us to send you a PM so we can look into this for you, kindly expect the PM to arrive shortly and respond directly when you can!
      Many thanks

    • Kath_P's avatar
      Kath_P
      Forum Team
      7 months ago

      Hi Cylinder, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      I can see you already have your own open thread regarding your issue. 

      Please make sure you are only posting once about your issue. If you need to update the thread then just reply to your original thread rather than creating a new one. We understand it's frustrating when something's not right however posting more than once about the same fault makes the boards look busier than what they actually are. It also means we could take longer to reply due to needing to sift through duplicate posts.

      A member of the team will get back to you via your thread shortly. In the meantime, please stick with that one so we keep all the information in one place. 

      Thanks,