Forum Discussion

LDDM's avatar
LDDM
Joining in
12 days ago

Unsure what package after call

I have just come off the phone to a member at a Virgin call center as I have not had any phone service for 6 months. The line was incredibly noisy and I could hardly hear what the gentleman on the other line was saying, but I did manage to arrange for an engineer to come out. 

however, when I tried to leave the call I was bombarded with very fast, technical jargon about upgrading my package which I could neither hear properly or understand. I explained that 2 out is the 3 virgin services we have are not working, so why would I upgrade, but just kept getting told ‘this is a much better package for only £1 extra a month’. I was then sent a document that I needed to agree to, but this said that I would only be paying the new amount for 1 month and then it would go up. 

I feel quite shaken and upset as I’m not sure if I have agreed to this or not (I don’t want to) and confused about how much I will now be paying. I really need some help as to explain exactly what I have and how I can actually get the services that I am paying for.  Is there any way of getting a quiet line with no delays in order to actually negotiate / understand the package you are on?

 

[mod edit - subject edited for clarity]

  • Kath_P's avatar
    Kath_P
    Forum Team
    12 days ago

    Hi LDDM, 

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

    We're sorry to hear you've had a difficult time with speaking to the team. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

    I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,