MSE £100 Bill Credit

[Motorolova]

Hi. I'm a new customer and signed up via money saving expert with an offer of £100 bill credit added to my account. My first bill has ben generated and there is no indication of £100 credit anywhere on my account. 

[gilbo2]

Hello Steven, I think you may have replied to myself in error in PM on this instead of Motorolova. I did reply to let you know at the time, but I guess it didn't reach you? You were asking for a copy of the MSE deal.

[Steven_L]

Thanks for coming back to me to let me know gilbo2. I have now passed the message over to the correct person.

Kind Regards,

Steven_L 

[GTeng]

Hi, did this get resolved? I’m in same boat, no mention of the bill credit on the contract even though I signed up using the MSE link. Service due to be installed on Friday so needs resolved or it will be cancelled off. 

[Nathan_B]

Hi there @GTeng 👋 Welcome to the forum and also to Virgin. We're happy to have you joining.

Usually the credits are added onto the bill 30 days after the installation of the service. If you don't see this after this time please let us know, we're always happy to help.

Regards

Nathan

 

[GTeng]

Hi Nathan, thanks for replying. The sign up link from MSE states it will be added to the first bill automatically, not after 30 days? Having to wait 30 days would take me over the 14 day cool off cancellation period. Can this be added to my account before the first bill is taken please like the advertised deal I signed up for? This helps with the higher than usual first bill. Thanks 

[Joseph_B]

Hey @GTeng,

This credit is not something we can apply early, it is done through the automatic system on our side after the installation is complete, once the 30 day period passes, the credit will be on your account then.

Joe

[GTeng]

Hi Joe,

I’ve waited more than 30 days and paid two bills, still no MSE £85 credit showing on my account. I’ve raised a complaint which hasn’t been acknowledged, made several phone calls with the promise it was being escalated, was asked to send in proof of the offer which I did to an Andrew Darling but haven’t heard anything since then either. It shouldn’t be this hard to get a legitimate offer applied, so anyone else signing up via MSE please be wary. 

[Megan_L]

Thanks for coming back to us Gteng.

We're keen to take a closer look into this for you. 

I'm going to send you a PM now so we can get started.

Speak soon!

Meg

[GTeng]

Just to update on this public facing thread, Virgin aren’t honouring the sign up bonus via MSE and have told me to take it up with MSE. 

[Motorolova]

I finally had my £100 credit honored by virgin after 2 months of going back and forward. I contacted MSE and they got back to me saying that it is a Virgin offer and they have to give the credit. Which they did, eventually.