Hi,
I received a call from Virgin Media's offshore sales team yesterday at 17:42 pm, and was aggressively pushed to upgrade from my existing M100 Fibre Broadband package to a TV + Phone + Broadband(maximum speed) package. The sales representative spoke rapidly and continuously, leaving little room for interruption and insufficient time to process the onslaught of information.
I did manage to interrupt her twice and plainly state that I am content with my current M100 broadband-only package and do not require anything else. On both occasions, she stated that she understood, but went on to explain that because I am no longer under contract, it is preferable to sign another 18-month contract to lock in the annual price increase and save money. According to the way she explained it, my broadband-only package would increase from £45.50 to £56 per month, and because the increase is unavoidable, I could get the fastest broadband speed, a phone line rental, and a TV package for the same price.
After the phone call, I checked my virgin media account and found a pending order for the TV + Broadband + Phone to be delivered on the coming Tuesday 22 March. I then search online and found a recent article from moneysavingexpert.com on this price increase and to my astonishment it is not £56/m but £56/yr. Not only am I not saving money, but I am also spending more on packages that I do not need.
I called back and was transferred between agents until I reached a UK-based agent who was able to cancel my order, as the offshore team apparently lacks the authority to do so. After two hours of this nightmare, I was able to cancel my order and enter into an 18-month contract with only my existing M100 Fibre broadband.
The open order has also vanished from my online account, but this morning I received an email for the TV+ Phone + Broadband contract, rather than my new M100 broadband-only contract. This new contract also appeared in my online account and is scheduled to begin on March 22nd.
I don't want any nasty surprises when Yodel arrives on my doorstep on Tuesday 22 March to deliver the cancelled order. I'm simply seeking confirmation that this is a technical error. I'm not interested in going through the agony of dealing with the offshore team once more to confirm this.
