09-01-2022 20:57 - edited 09-01-2022 21:20
So a long sequence of events but a 'quick' summary;
So my questions are;
I mean I'm just in awe really. Its almost as if the whole system is set up to be in convenient as possible and prey on people forgetting or not checking details. Ridiculous really.
My next step would be just requesting a cancellation completely and seeing how they deal with that and try to pull the 'your on an 18 month contract we can't do that'.
I have already loaded one complaint that had been fobbed off because it was quite evidently dealt with someone that didn't really read it. Not sure how 'providing more information' is an acceptable response to being mislead during an upgrade. Convenient how the complaints portals seems like it protects them more than it solves with no way to directly respond other than 'give us a ring if your not happy'
I've already progressed one CISAS complaint successfully with another provider for a similar situation to this so I'm not afraid to do the same here and conveniently for Virgin there isn't any way to force your way to a deadlock through the complaints portal unlike that other one. Unluckily for Virgin though I am very patient and I will make sure that it rises through the relevant channels if I keep getting fobbed off, I've already put a dsar request.
However I would prefer if it didn't get to that level though, I saw and opportunity that has now turned into a curse and to be totally honest I just want the 30 day rolling back on my 350 I had previously and be gone in 8 months when my FTTP exclusivity has lapsed.
Also if anyone also want's to tell me that rolling contract broadband doesn't exist like that have when I first signed up and at every opportunity since here you go - virginmedia.com/broadband/rolling-contract
If someone from forums could look into this it would be greatly appreciated as your systems do seem to be failing left right and center currently.
Dale
on 10-01-2022 09:27
Hi Dale-29,
Thank you for your post 🙂
I am so sorry to hear you have had a poor journey and that you have not been given answers and been misinformed.
I can take a look into this for you. I will pop you over a PM, keep an eye out for the purple envelope.
Zoie
on 11-01-2022 09:53
Hi Dale-29,
Thank you for messaging with me, I am glad I was able to confirm details with you although I can only apologise this does not yet reflect on your My Virgin Media account.
Zoie