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Package not as agreed - complaint closed with no contact

jsmith32
Joining in

I signed up with Virgin Broadband who recently activated services in the area, I did this at the doorstep (against my better judgement) when a sales rep was doing the rounds and was offering a good package. Unfortunately this was too good to be true, and I've been left with a big activation bill and the bandwidth is not what was agreed.

This only came to light after activation, and apparently the rep is unable to do anything to rectify after installation.

I have been on the phone countless times waiting for someone to pick up, and when they do, they only advise that there's nothing that can be done due to "no notes on the system".

I subsequently raised a complaint on 22/09, I have had no contact since this was raised, and now all of a sudden a today (31/10 - more than the promised 28 days) receive an email notifying me that my complaint has been closed with a resolution!

Your complaint was: Cable -> My Contract/Package -> My package isn't as described

And here’s what we agreed: Billing -> Extra guidance on billing

I DID NOT AGREE ANYTHING. 

Why is Virgin support so bad!? It's amazing that they can get away with this! Why go through all the bother of installing services when your service is so poor!? I certainly would rather have my BT line back at this point.

1 ACCEPTED SOLUTION

Accepted Solutions

goslow
Alessandro Volta

Very common for VM to close complaints without any reference to the customer and a 'resolution' that resolves nothing.

Did the sales agent comply with this long list of requirements?

https://www.gov.uk/doorstep-selling-regulations

What record(s) do you have of what was offered on the 'doorstep' (but failed to materialise after installation)?

Other options would be to discuss with Citizens Advice for some expert info on the consumer law side of it.

https://www.citizensadvice.org.uk/consumer/changed-your-mind/if-you-were-misled-or-pressured-into-bu...

If VM has closed down your complaint you can set about escalating to arbitration (8 weeks after you first complained or earlier with a deadlock letter).

https://www.commsombudsman.org/our-process

You will probably get a reply from one of the VM forum team within a few days. Maybe they can resolve for you.

See where this Helpful Answer was posted

8 REPLIES 8

goslow
Alessandro Volta

Very common for VM to close complaints without any reference to the customer and a 'resolution' that resolves nothing.

Did the sales agent comply with this long list of requirements?

https://www.gov.uk/doorstep-selling-regulations

What record(s) do you have of what was offered on the 'doorstep' (but failed to materialise after installation)?

Other options would be to discuss with Citizens Advice for some expert info on the consumer law side of it.

https://www.citizensadvice.org.uk/consumer/changed-your-mind/if-you-were-misled-or-pressured-into-bu...

If VM has closed down your complaint you can set about escalating to arbitration (8 weeks after you first complained or earlier with a deadlock letter).

https://www.commsombudsman.org/our-process

You will probably get a reply from one of the VM forum team within a few days. Maybe they can resolve for you.

Kain_W
Forum Team (Retired)
Forum Team (Retired)

Hi jsmith32,

Thanks for your post and welcome to our community!

We're sorry to see that your package does not seem to be what you signed up for, may I ask however what bandwidth was advised? 

As usually the team would just advise the speed we can offer. 

Also is the monthly rate incorrect too?

Let us know,

Kain

jsmith32
Joining in

Thank you goslow. Its a shame that this seems to be such a regular occurrence.

Hi Kain,

I was advised that I could get 250Mbps for the same price as the 125 package. This would also include waiving the setup/connection/activation fees, and some sort of streaming box.

I only received the 125 package, with nothing else promised by the representative. I followed up countless times with him via phone and text message.

Strangely enough this morning a brand new complaint appears to have been raised with a completely different reference number...

I really have no idea what is going on now!

Thank you for confirming this @jsmith32 

Does any of the documentation that you have received mention that 250mpbs, a stream box and all activation/install fees would be waivered, such as your contract or written information provided by the door salesman?

By any chance did the agent mention about Volt benefits at all as a means to get the price of 125mpbs the same for 250mbps?

Here to help 🙂
Virgin Media Forums Agent
Carley

Hi Carley,

This is a bit of a problem - since the agent said I would need to sign up and then only after that he could add the bolt ons/amendments. 

Since this didn't happen prior to the installation date, he said he was unable to do this.

Unfortunately, checking all the emails I have, this only shows the 125 package. He told me I would have to cancel my package and re-order it so he could add them before activation.

I have spoken to him several times now, 3 times he has visited to talk, and I've spoken to him many times on the phone.

Oh right, 

Let me do some digging and find out what the deal is with this. 
Are you already an O2 customer or did you get an O2 sim deal with the salesman? 

If you did order a SIM with the salesman, have you received this now and is working okay?

Here to help 🙂
Virgin Media Forums Agent
Carley

Thanks Carley, I am not an O2 customer. 

Thank you for popping back to us @jsmith32 and I am so sorry again that this has happened.

I'm going to pop a private message across to you so we can take a closer look into this, please keep an eye out for the envelope at the top of your screen alerting you to a new message.