Is there someone who can help with this query - it is a bit long winded and I apologise for the length
I currently have VM TV, Broadband, Phone and 3 mobiles now with 02 (previously with Virgin)
Received an email on 10/11/23 thanking me for making changes to my VM package. I was confused as had not made changes. Also received a text stating my new equipment will be delivered on 14/11. Decided to wait and see what arrived before querying.
Tuesday 14th received a new Hub 5. Went onto the VM help chat and requested to speak to someone about cancelling my upgrade. (As I never asked for one - at this point I was not aware there was a free upgrade for 02 VM customers). As it took nearly 2 hours for someone to reply, I never saw the message. The VM rep typed, I can see you are calling to cancel your upgrade. - so he cancelled it - without a discussion. I then phoned VM as I was wanting to make sure that I still had broadband with them and to find out exactly what had been cancelled. I was then advised about the free upgrade, that everything on my account was normal and can continue with my new package.
Thurs 15th, tried to connect new Hub 5, received a text saying there had been technical difficulties with the install and to click the link. After a lengthy wait of 2hrs the chap I got explained that he would need to put me to Customer Services to fix the issue. As it was now after 9pm, This transfer did not work.
Fri 16th - Tried again to connect hub, went on the chat for help - 2 hours later after them trying to sell me a new package, I phoned another 2 hours passing. Tried to explain what had happened, I was told that as I had cancelled the upgrade it was no longer available and if I wanted it would need to increase my package. If I did not increase my package, my broadband would reduce to M500 as M600 is no longer available. I refused a new contract. My son then phoned the new customer number, got answered within 5 rings and got a lady who knew exactly what she was talking about, I spoke to the lady, explained I needed to go out but my son could continue the call. She transferred him to the customer experience team to get it sorted, he got through, did not know the "secret word" she could not progress the call !!!! (another 5 hours wasted)
Sat 17th - I phoned the new customer number - unfortunately did not get the same lady, and again spent over an hour trying to tell them I did not want a new 18 mnth contract which was £30 more than I am currently paying. He then managed to reduce the cost to £7 more if I signed up to an 18mnth contract.
After almost 10 hours of calls and chats, I have now given up and told them to send me a label to return the hub 5. Received an email, thanking me for my call advising "the new virgin media kit is on its way" !!!!
Question -
Should I be getting upgraded to 1gb with a new hub 5 without taking on a new contract? If yes - how can I get this done?
Can VM downgrade me to M500 as M600 is not available and the only option I have is to sign a new 18mnth contract.
Thank you for taking the time to read
