Hello everyone,
I have been having an unusual problem with the virgin media broadband customer service team the past month. At the beginning of August or sometime late July I called customer service looking to upgrade to the 1Gbps broadband package. I spoke to an agent and the agent promised me a deal of either £54 a month or £56 with one sim card contract. I informed the agent at the time (Whom I still remember the name of) to call me the next day so we can confirm the deal. He never called. I waited 2 days and then decided to call back. I was taken aback when customer service kept on telling me that £62 is the lowest they will go. Now, while the price is higher than the original, I most likely would have brought this deal but having a certain price verbally promised and then being denied it is quite frankly very disappointing.
So over the past month I have been calling back to try and resolve this false promise. I ended up getting a discount from one of the supervisors for £59, while good, I ended up being recommended by another agent to file a complaint. I did and I have been waiting. First agent told me that it would take up to 72 hours for it to be resolved. Then another agent told me it would take 30 days.
While I understand why it might take a while, why would so many agents make me false promises? Anyways, I have confirmed with the agent that I made a complaint with, that if the phone call where the agent promised me a certain price was found to be true, I will get that deal. So I am going to stick to it and hope for the best.
I was just wondering is there nothing else I can do to make this process faster? Can no agent on this forum do something for me because honestly this has become exhausting having to call every week to check up.
Thank you.
