Forum Discussion

scottygees's avatar
scottygees
Tuning in
7 months ago

Online Broadband upgrade offer rescinded

I upgraded my broadband from 350 mg to 1gb yesterday. The price was very similar to what I was paying already I.e £42. I got all the confirmation through etc confirming everything and then today I get an email asking me to call the sales team as they needed some information from me. Upon calling they said I had been misquoted and that the price was actually more. Whilst on the phone I actually tried to upgrade again and was quoted exactly the same price as yesterday. Felt like I was being called a liar. Not sure the girl I spoke to actually understood what I was saying and she put the phone down on me after I asked to speak to a supervisor. My contract ends in October and was hoping to get a decent deal before it ends but if this is how I am treated I am sure there will be other companies out there I can use. It will be a shame as I have used virgin broadband for 20+ years. Don’t advertise my upgrade offers and then try and charge me more for services than quoted. 

  • scottygees's avatar
    scottygees
    Tuning in
    7 months ago

    I upgraded my broadband from 350 mg to 1gb yesterday. The price was very similar to what I was paying already I.e £42. I got all the confirmation through etc confirming everything and then today I get an email asking me to call the sales team as they needed some information from me. Upon calling they said I had been misquoted and that the price was actually more. Whilst on the phone I actually tried to upgrade online again and was quoted exactly the same price as yesterday. Felt like I was being called a liar. Not sure the girl I spoke to actually understood what I was saying and she put the phone down on me after I asked to speak to a supervisor. My contract ends in October and was hoping to get a decent deal before it ends but if this is how I am treated I am sure there will be other companies out there I can use. It will be a shame as I have used virgin broadband for 20+ years. Don’t advertise my upgrade offers and then try and charge me more for services than quoted. 

  • Kath_P's avatar
    Kath_P
    Forum Team
    7 months ago

    Hi scottygees, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've had issues with a deal being processed for you. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

    I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,