Misold package

[cabereoje]

I'm on M200 fibre. I called in to complain that my fibre download may drop down to 17mbps and no mote than 96mbps. I was encouraged to upgrade 13 days ago to upgrade to 520mbps which turned out to not have improved things. I called in yesterday, to take advantage of the 14 days cooling off period to revert to back to M200. The lady I spoke to convinced me to go on to upgrade to 1gbps (~1024mbps) but would have to take a 10gb data o2 SIM card for £10 per month. I told her that o2 signal is very poor indoors in my area but she told me that it's a condition that I have to qualify for the 1GB upgrade. I asked her if there's a cheaper SIM and she told me 6GB for £6 a month. I opted for that knowing fully well that I may not use the SIM. I got an email from o2 today which reads Your bill for 10/10/22 comes to £10.00. What do I do now? It is a good thing that I copied off the transcript before we ended the call because I wasn't offered the opportunity of it being emailed to me.

[Steven_L]

Hey @cabereoje,

Welcome to the community and thanks for taking the time to post your issue on the forums.

I'm sorry that this has happened but you would need to speak to O2 regarding the billing issues, they should be able to get this investigated from there, we cannot look into this from Virgin Media as we dont have access to any of the O2 customer databases. 

Regards,

Steven_L

[cabereoje]

Thank you for your quick reply. I will speak to o2 but you (Virgin) need to confirm to me that the information  passed over to o2 is the information that I  was provided by Virgin - I mean the 10GB SIM for £10 & 6GB SIM for £6.00. And moreover, the SIM card hasn't arrived.

Charles 

[Andrew-G]

Cut your losses and report any mis-selling allegation to Citizens Advice, asking them to pass it on to Trading Standards for enforcement action.

It's curious that when taking money off people, one team can sell you this, but as soon as there's a hitch, both companies (despite being owned by the same parent company) point the finger at the other and say "speak to them, it weren't me".  

[goslow]

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@cabereoje wrote:

I'm on M200 fibre. I called in to complain that my fibre download may drop down to 17mbps and no mote than 96mbps. <snip>

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Assuming you have been measuring your speeds for testing via a wired connection, not wireless ...

A 200 Mbps package should provide you with a reliable 200 Mbps on a wired connection. If it does not, there is a technical reason that needs investigating. If you have a faulty connection (either with VM or your own equipment), then you will still have a faulty connection on the higher tier speed.

You've been incorrectly advised to increase your speed to fix poor performance of your original package/setup. The higher tier speed hasn't improved the original problem and you now have an unwanted SIM card that won't be any use to you indoors and has been also been incorrectly supplied against what you ordered.

You might want to rethink this from the beginning (and investigate why you are not getting 200 Mbps on your original package) if you still have any cooling off time left to do so. As per Andrew-G's comment, you seem to have been mis-sold something here.

[cabereoje]

Wired was even worse than wireless. I was getting far less mbps than wired (it's crazy, I know)

[cabereoje]

As regards (As per Andrew-G's comment, you seem to have been mis-sold something here), I can't get why I need to speak to o2 without ascertaining that Virgin gave o2 the right information. I'll be backing up the wrong tree)

Charles 

[goslow]

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@cabereoje wrote:

Wired was even worse than wireless. I was getting far less mbps than wired (it's crazy, I know)

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Well, if you switched yesterday to 1 Gbps, and got roped into the O2 SIM at the same time, you should consider using the 14 day cooling off period (which would start from yesterday from your last switch) and start over with your problem and find out why you are not getting 200 Mbps on your 200 Mbps service (assuming you have no other reason to want to increase your speed or get another SIM, other than the VM CS rep told you it would fix your speed issues).

[Tom_W1]

Hi @caberoje thanks a lot for your reply here.

Irrespective of what information was passed over to O2, it's something that we cannot fix if this was provided incorrectly I'm afraid.

This isn't an indication of what happened either way, but agents on Virgin Media's side can only sell the SIM's and once these have been processed, any changes/cancellations/billing queries must go to O2 directly as we simply cannot access the systems to help with this further.

Many thanks

[cabereoje]

Hello Tom_W1

I would still like to know if the agent passed on details as 6GB data o2 SIM. It's not too much to ask, is it.

Charles 1