unreasonable price increase of 66.6% increase within the last 6 months

[bucks2023]

This is mobile broadband + phone+ tv fixed term package I've signed on to since Jan 2022. within the 18 months contract term, the package price were increased twice from £60 PCM to £85 PCM. immediately after the 18 months contract term, VM increased the price again to £100. Meanwhile, wifi performance experienced on the home broadband were extremely poor. I had to purchase 4 additional booster and installed almost every room. TV signal were poor, with pictures frozen on live TV and when playing recorded programs on HD. The landline phone were not working for more than 2 months, because of 'upgrades' imposed by VM.

When I contacted customer service 'retention/complaints' team via 150, the agents were deliberately ignoring the issues been reported. So far I've spent total of more than 3 hours on the phone with 5 different 'agents' in 'retention/complaints' team located in London, Glasgow and some overseas location different time of the day, explaining the issues with complaints. None of them were recorded properly by any of the agents. All of the agents have refused to transfer the call to their 'line manager' or the 'complaints manager'. When someone called me from VM with the number of 03454541111 at 11:19 and 11:20 today, it was hanged up immediately before I was even able to answer the phone. When I tried to call back to 150 and speak to the person who contacted me by phone, the call could not be redirected. Agents in London Or Glasgow were 'unable' to transfer the call. One of the agent deliberately interrupted my attempts of speaking with their 'line manager' of 'refusing a call back from the manager', and logged on the ticket!

I have been a customer with VM since 2017. The performance of the service has downgraded significantly (especially with wifi speed, TV picture quality and sound quality on landline phones). However the price increase of 66.6% within the last 6 months (including twice within my previous contract term of 18 months) is unjustified - way above the inflation. 

All customers need to be aware of the fact that VM is increasing price while locking you down. It is a robbery. not a service. 

[Alex_RM]

Hi bucks2023,

Thanks for posting and welcome to our community 🙂

Sorry to hear you've had some issues with the connection. I've had a look at things from our side and can see it's been quite some time since the hub was last rebooted, if you can please do this and let us know if things improve.

In regards to the price, it will state in the terms and conditions of your contract that this is subject to change if we have an annual price increase. We would have sent prior communication to advise of this, before the increase went ahead.

Alex_Rm

[bucks2023]

why am i unable to post a reply?

[carl_pearce]

A reply to where?

I can see both your posts.

[bucks2023]

Here is the post I tried to publish on the forum previously – it was disappeared somehow

Can you please provide answers to these questions other than defending the fact that 66.6 % price was ‘legitimate’ and due to the increase of ‘inflation’?

1. What is your customer support email address for complaints?
2. What is your postal address with a contact name for customers complaints in writing?
3. Why wasn’t I able to speak to anyone from customer support team (via 150 on landline) about ongoing issues with my monthly bills? I have been charged for two TV boxes when you are more than capable of checking on the fact that there has only been ONE tv boxes ACTIVATED in the same addres?
4. Why there has been no call back from any of the ‘managers’ despite of repeated call back requests logged via agents on 150?
5. In the absence of a contact email available for customer complaints can you confirm if this email address can be used for complaints in writing via email?

Email Customer Services on Email Tom Mockridge (CEO) or lutz schueler?

[Molly_T]

Hi Bucks2023 👋 thanks for getting back to us!

Sorry to hear this feedback about your issues with posts on the thread. Hopefully I can offer some further support with your questions. 

- We do not have a customer contact email address to raise complaints but you can do so here via 👉 https://virg.in/makacomp

- You can find all of our contact information here 👉 https://virg.in/contactvm  (including the written address, which is Virgin Media, Sunderland, SR43 4AA) 

- Sorry to hear about your difficulties getting support regarding your billing. We will need to send you a PM to confirm some account information so we can take a closer look and offer support with this. 

-Sincerest apologies for any missing call back from Managers. These can be subject to working hours and availability, but we aim to get in touch within 72 hours of a requested call back. If the callback is regarding a complaint you can find our full complaint code of practice here 👉 https://virg.in/comcop . 

- If you are still needing support with raising a complaint we can also offer support here, via community. I will discuss this further with you via PM. 

You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞