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olisun
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Do I need to reach out to the CEO's office to get my matter resolved?

Hi,

I called up VM on Sunday (10-01-2021) to discuss the price increase and to check whether I will be effected by it.

I enquired about their upload speeds since I was looking for a package with higher upload speeds than the 35mb I get with the 350mb package I am currently on and didn't want the 1gig package as it was too expensive.

To my suprise the rep offered me the 500mb package with 50mb upload and the 1000mb package with 100mb upload speeds.

I went for the 500mb package as it was slighly expensive than what I am paying currently.

But the package has still not been activated. I called up VM the next day to check and I was told that while the upload speeds are correct, I shouldn't have been offered the 500mb package at the quoted price and there was no mention about the offer in their system.

I have asked for a copy of the call recording and I was being told that it will take up to a month for the recording to be made available to me.

Do I wait or fire off an email to the CEO's office?

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Anonymous
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Message 2 of 51
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Re: Do I need to reach out to the CEO's office to get my matter resolved?


@olisun wrote:

Hi,

I called up VM on Sunday (10-01-2021) to discuss the price increase and to check whether I will be effected by it.

I enquired about their upload speeds since I was looking for a package with higher upload speeds than the 35mb I get with the 350mb package I am currently on and didn't want the 1gig package as it was too expensive.

To my suprise the rep offered me the 500mb package with 50mb upload and the 1000mb package with 100mb upload speeds.

I went for the 500mb package as it was slighly expensive than what I am paying currently.

But the package has still not been activated. I called up VM the next day to check and I was told that while the upload speeds are correct, I shouldn't have been offered the 500mb package at the quoted price and there was no mention about the offer in their system.

I have asked for a copy of the call recording and I was being told that it will take up to a month for the recording to be made available to me.

Do I wait or fire off an email to the CEO's office?


These packages (Download/Upload combinations) do not exist:

https://www.virginmedia.com/shop/broadband/speeds 

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olisun
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Re: Do I need to reach out to the CEO's office to get my matter resolved?

I spoke to 2 other agents after that and they both confirmed the upload speeds.

They do have the recordings to confirm that.

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Anonymous
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Re: Do I need to reach out to the CEO's office to get my matter resolved?


@olisun wrote:

I spoke to 2 other agents after that and they both confirmed the upload speeds.

They do have the recordings to confirm that.


But they are incorrect.

The packages won't magically become available even if agents misspoke.

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DJ_Shadow1966
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Message 5 of 51
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Re: Do I need to reach out to the CEO's office to get my matter resolved?

Hello

As the packages that you have been offered do not exist even the CEOs office cannot give you them as they do not exists.

The call recording can be requested with a subject access request and as you have found to abide by the GDPR laws VM have upto 28 days to supply them.

Regards Mike

 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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John_GS
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Message 6 of 51
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Re: Do I need to reach out to the CEO's office to get my matter resolved?

Hi olisun

 

Thanks for posting and apologies to hear of this dispute.

 

DSAR's and complaints are completely seperate. We wouldn't use a DSAR as a complaint resolution or use it towards an offering of a resolution. 

 

I will PM you now to assist with the complaint

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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olisun
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Re: Do I need to reach out to the CEO's office to get my matter resolved?

Hi John,

I have replied to your pm.

Regards,

Oliver
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John_GS
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Message 8 of 51
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Re: Do I need to reach out to the CEO's office to get my matter resolved?

Hi @olisun

 

Thanks for your message about the upload speeds. I am sorry to hear they're a little slower than expected. 

 

Are those tests done over a wired or wireless connection please?

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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olisun
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Message 9 of 51
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Re: Do I need to reach out to the CEO's office to get my matter resolved?

@John_GS

They are on the wired connection.

My wireless network is capable of handling speeds of 1gbps (160mhz) and currently set to 80mhz.

Latest test using a wireless connection.

https://www.speedtest.net/result/10840685151

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olisun
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Re: Do I need to reach out to the CEO's office to get my matter resolved?

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