New contract problem - 6 hours on chat wont sort.

Question

Finally helped my elderly dad got a new contract, after a few months of trying and hours on the phone and chat box.

My mistake, (I was doing the talking for him ) when he was discussing landline, was I thought he wanted evenings and weekends, but he was saying the opposite. He wanted daytime chatter.

The new contract has evenings and weekends but what he really needs is the daytime chatter. He's 83 with health problems and really needs his phone for thoughout the day. I have seen Virgin's April price list, - it says £19 for line and weekend chat. Another £5 for evenings (this is what his new contract has) and it's only another £5 to get anytime chatter, which would be daytime added on to what he already has. CAN WE TWEAK THE NEW CONTRACT TO FIT THIS ON PLEASE?

Every Virgin rep, whether on the chat box or on the phone keep offering something different. This has been happening thoughout him trying to get a new deal. We'd say "we need a cheaper deal" and they'd say "no problem, how does £20 EXTRA sound to you?" Every one of these people pretending they are "the retention team".

Could someone please help with this? I spent hours on the phone and another 3.5 hours on a Friday evening trying to get him a better deal than he had. The other night it was over 2 hours trying to sort this problem and then they were offering another new contract twice the price of the one agreed.

newuser23 · Answer

It's posts like this that show what a nasty unfeeling company Virginmedia is.&nbsp; They do anything they can to avoid helping a customer.&nbsp;

John_GS · Answer

Hi shaz4&nbsp;
Thanks for posting and welcome back to the community.
Sorry to hear of this but we don't do package changes via the Forums.
Are you able to increase the package online in the online account - virg.in/myVM
Failing that, you'd need to either call the team on 150 / 0345 454 1111 option 4 or message via Whatsapp on +44780 308 9684 (automated at the start).

shaz4 · Answer

Thanks for replying.&nbsp; As I already mentioned we're having a lot of difficulty talking to people on phone and on the chat box,&nbsp; this is my last resort.&nbsp; &nbsp;Unless, you could get someone from the UK's REAL retention team to give us a return call.We asked for a cheaper package for my dad and they offered us things more expensive.&nbsp; &nbsp;After weeks of this and during a chat box conversation, (that was three and a half hours long) we got a cheaper deal but made a mistake with the phone package.&nbsp; &nbsp; &nbsp;We had another of these conversations 2+ hours long and still it wasn't sorted.&nbsp; &nbsp; I could post those conversations here and you'd fall asleep reading them.&nbsp; &nbsp; &nbsp;My dad's been a customer since Virgin was called Telewest, and I'm sure it was called something before that.&nbsp; So have I.&nbsp; So are both my sons and now my daughter.&nbsp; &nbsp; When everything works fine, it's great, but need any help or when it's time for a contract to end the nightmares start and it's getting worse as the last few weeks have shown me.&nbsp; &nbsp;&nbsp;

shaz4 · Answer

My dad can't see his online account as he doesn't have an email address or a pc, has never used either. Not sure if even he could sign in there would be a button there that helps him get the contract he's after, seeing as they can't do that even on the phone.

We just want to change the landline to anytime chatter for the £5 extra that that costs, over and above his evenings and weekends.

David_Bn · Answer

Sorry to hear of the issues with the poor customer service shaz4.
Do please refer to the self-care account with the account holder as per my colleagues suggestion to see if you can upgrade the landline package agreement.
We would also need to advise that if we were to do a package change we would need to discuss with the account holder directly as alterations to the services cannot be made with a third party.
Thanks,
David_Bn

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New contract problem - 6 hours on chat wont sort.

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