Hi, I have been emailing to raise a complaint regarding a number of calls with Virgin Media that I have made on 21st Aug 2024.
The background of this is that I have just received and swapped out my old VM Hub for a Hub 5. The exchange of the Hub was seamless, however the transition of the 3 x WIFI Pods was not; they stopped working! I therefore contacted Virgin Media support and was connected to an agent who explained that as I was on 1Gig Broadband, the Pods were incompatible with the new Hub 5. He explained that he could only send one replacement Pod at a time, the first one is to arrive on Sat 24th Aug, once this arrives I need to speak to VM again to request the next Pod, then repeat the process to get the 3rd sent out; not a great use of my time, continually being on the phone to you.
Once this inefficient way of sorting out my issue was explained to me, as I was about to disconnect the agent offered me a new contract. He explained that the change would add international calling and 20 extra channels, nothing else & would start a new 18 month contract for an extra £2 per month for its duration.
To tie in a good deal for a new 18 month period appealed to me so I agreed to take up the offer. I thought all was good.
The next thing I know I receive an email telling me that Netflix has been suspended; it appears that Netflix is not included in this new package (this certain was not mentioned to me, please check the call recording for confirmation of that). Also the discounts offered were not for the full 18 month duration of the new contract.
I am aware that there is a 14 day cooling off period, so I straight away called customer services to request I be returned to my previous contract and step back from the badly ‘sold’ one. The latest at time of compiling this email is that the contract (to the best of my knowledge) has been reverted in terms of the TV, Broadband & Phone package features, however the agent I spoke to (Dan) not for lack of trying is unable to return the monthly price to the previous price.
Due to essentially a new contract being started, the 18 month term has now restarted, but this time until rectified the monthly cost is £111.00 and not £74.63 the price before this evening!
Dan has committed to go away and work on returning the monthly price to what it should be and committed to come back to me, however as I am now in a new 18 month contract at no fault of my own, I believe that the discount to return the £74.63 should be reinstated for the full 18 month of this new contract.
I do have to say that I am very happy with the TV & Broadband services (we don’t use the landline), but every interaction I have with customer services always seem to end in a far from satisfactory outcome unless I spend a considerable amount of time chasing the right one. Hence this post, as from experience, I may never get a call back from Dan (going on previous experience, this may be unfair on him as an individual as he seemed committed to getting the right outcome), so I would like this complaint to be raised now due to the poor service experienced so far and to ensure the right outcome is reached without me spending hours and hours trying to explain my situation again and again.
