Forum Discussion

V-useless's avatar
V-useless
Joining in
2 months ago

wrong package

Hoping someone can help please, I signed up in September for the 54mg at £20 a month package, my budget is tight,  Virgin say i am on the £59 per month package - I don't have that amount per month so absolutely would not sign up for it- apparently there is no evidence of me signing up for the £20 package, but, i have an email from a virgin agent who signed me up (with his name and date) but they can't accept that as proof...so they have me on the higher package, and won't change it back even although it is a fault on their side, how can they do this? I sent the evidence required (UC claimant and working) but this is not anywhere on the system either. I had to pay 2 months internet to my current provider as virgin had not installed it until this week (since 18th September sign up!). I was assured virgin would cover my 2 months of internet provision plus £30 compensation due to delay, this would be sent in a cheque as it didn't want it on my virgin account....they now can't do this, they could credit my account which is sitting at £188...how?!!!! it was installed on Thursday there, 

they can escalate the complaints but response time takes me over my no fee cancellation date so what do i do?  it has taken me form 19th September to today to get an actual manager on the phone at 9pm tonight!!any help is much appreciated as i am stressed to the max already  and I could do without this hassle, oh they said i can just contact the ombudsman if i'm not happy but again i would be out of pocket and with no internet if i cancel! help please....

  • Zach_R's avatar
    Zach_R
    Forum Team
    2 months ago

    Hi V-useless,

    Thank you for your post and welcome to our community forums. We're here to help.

    I'm very sorry to hear that there appears to be a dispute with your bundle choice and the cost. If you meet the criteria, would one of our Essential Broadband bundles be of interest? It sounds like that's what you're referring to in your post.

    If so, you would need to apply via this webpage as it can't be applied by any other team, ourselves included. You'd use the live chat there to provide your evidence, and you'll be told there and then if you meet the requirements to take it out.

    Let us know how you get on.

    Thanks,

    • V-useless's avatar
      V-useless
      Joining in
      2 months ago

      I already sent my evidence for the essentials package but nobody can change it back to the original package i applied for thus providing the evidence for, your team have messed it all up and nobody is held accountable or helping resolve it, my only option is to cancel completely

      • Paul_DN's avatar
        Paul_DN
        Forum Team
        2 months ago

        Hi There,

        I'm really sorry that you've had so many issues since joining us including the delay and the package, I will be more than happy to take a closer look into this for you, I have sent you an invite into a private chat, please click on the white envelope to accept.

        Regards

        Paul.