Forum Discussion

leannecamb's avatar
leannecamb
Joining in
7 months ago

Upgrade to 360 at no additional cost

I received an email to say that we could upgrade to 360 to receive SkySports+ at no additional cost.

I called up rather than going through the TV as I needed to report a problem.

I was told that I would HAVE to upgrade my package - I refused this as I didn't want to pay any extra than I am already.  But "Daphne" convinced me I would be able to get them to reduce the cost once it was up and running, and she would remove the "installation fee"

How do I speak to someone in the UK to fully have this explained to me...

I received an email inviting us to upgrade at no additional cost - but yet I am about to be charged another £21 or so a month on top of what I was already paying, and now I have now received all the confirmations I am also being charged £5 for "installation" when it myself who plugged everything in.

I also have a grievance as I was without ALL services for 5 days as the cable repullers who were fixing an issue yanked my cable out and left me disconnected and said that another team would come and fix but didn't tell me they had left me with nothing!   I am still without landline telephone because that's not been sorted yet either.

  • BlueLou's avatar
    BlueLou
    Virgin Media Staff
    7 months ago

    Hey leannecamb 

    The upgrade should be free, but why didn’t you upgrade via the route explained in the email? That’s the most effective way to do it and avoids calling in and any potential confusion. 

    • Wolfie11's avatar
      Wolfie11
      On our wavelength
      6 months ago

      I have had exactly the same phone conversation with VM as the original poster. Trying to charge me an extra £20+ a month for the "free upgrade". I declined.

      I tried to follow the email instructions but then just got stuck in a loop via the website and phone app. The app opens up a bot chat, which then tells you to log into your account online - but doing so, sends you back to the online bot chat when you say you want to change anything.

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team
        6 months ago

        Hi there Wolfie11 

        Thank you so much for your post and I am so sorry to hear that you are also facing this issue. 

        I'd be happy to take a closer look into this with you via a private message. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
         

  • leannecamb's avatar
    leannecamb
    Joining in
    7 months ago

    I had to report a fault and when they said is there anything else I can help you with - I asked about the upgrade.  I should have just stuck to my guns after I said no when she said about the contract and the fact I could get the price reduced within 14 days and should have tried the on-line route - hindsight is a wonderful thing of course 😞

    Is there anything that can be done?

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      7 months ago

      Hey leanecamb, thank you for reaching out and I am sorry to hear this,.

      Did you change anything at all on the package?

      As mentioned the upgrade is free,  if you have of course done a renewal this could of ended up being more because you could of changed something on the package.

      Do let us know?