A simple failure is now a nightmare

[LittlePodge]

My Hub 3.0 router has a red light on permanently. I have pressed reset for 30 seconds and unplugged for 30 minutes and both failed to remove the red light. The light is normally fixed white

I called the Virgin Media service line. Spoke to a guy, he said they would send a new hub and said as I was a long standing customer (1998) and to compensate me for the problem they would upgrade my package and quoted a price  for TV and I GB broadband plus phone (at the moment I just have a much lower speed broadband and Talk More Anytime phone). I asked if it would increase next year beyond that price + the RPI + 3.9% they have started implementing. He said “No”. He also said there would be a £1 charge for changing.

The pre contract was sent to me and it confirmed the price but said that after 18 months the price would increase by more than 20% (+ the standard increases of RPI + 3.9%). It also said the set up cost was £35

I called them back. Speaking with a lady this time, I explained I did not want the deal and just wanted to stay on my existing contract. She tried to fix it but couldn‘t and transferred me to some one else

This was someone in Manilla. By this time I’m getting quite agitated as I don’t know if my package covers the calls as being free and I must have been on the line for best part of 30 minutes. They said they would make sure I got the old contract but I would have to renew it (never had to sign an annual contact before, it just rolled over.) and they would confirm this in writing within 24 hours and I would still get new hub. They called me back to confirm this.

Lo and behold I get up this morning and they have sent me an email saying

My new package includes Mixit Tv - Virgin TV 360 Box, Gig 1 Broadband and Anytime Chatter. They have removed M250 Broadband and Talk More Anytime.

I just want a new hub. I do not want an upgrade, I do not want anything else to change. I just want a new hub!

I'm going out now. I may be some time and it might be noisy because I need to scream

[Client62]

When dealing with a technical fault only discuss fixing the fault. 
Reject all sales patter, just shut the fellow up as bluntly as you find is needed.

[jpeg1]

They seem to use any pretext to bully you into paying more. If you are within 14 days you can cancel with any charge. 

[Matthew_ML · Accepted solution]

Hey LittlePodge, thank you for reaching out and I am so sorry to hear about this.

A red light can be a fault with the hub.

I am going to send you DM to get a tech out to get the hub replaced, we don't send out hubs via the post anymore. 

Please look out for my DM, 

[LittlePodge]

I have private messaged you both Yesterday and today and received no response. In addition

I've now had a text message telling me a technician will come tomorrow between 8 & 1. It does not tell me why this technician is coming but I assume it is to do something with the delivery to be made by Yodel at sometime today.

I'm getting no feed back from anybody on my contract, which I do not want changing. I am concerned that the visit by the Technician will leave me with kit I don't want and they will not be able resolve the issue with the contract.  

I am getting so stressed by this. I'm going off line for at least an hour.

I repeat I do not want my contract changing (though I am getting really close to throwing the baby out with the bath water and all its toys with it and cancelling everything). I just need the red light fixing on the hub. 

I feel I need to remind Virgin Media that I am presently paying about double what a new customer will have to pay and I've been a customer since 1998. It really is not like me to get so upset. 

[Matthew_ML]

Glad we've managed to get the ball rolling on this 🙂 

[LittlePodge]

so am I! I'll let you know how it goes! Thank You again Matthew_ML

[LittlePodge]

Thank you Matthew_ML. The Technician has now left. He connected a new hub which he brought with him and has taken away the box that was sent via Yodel. The Technician was brilliant BTW. All seems well with both the Internet, phone and Hub!

I have not had any confirmation from Virgin Media that the contract for the "Mixit Tv - Virgin TV 360 Box, Gig 1 Broadband and Anytime Chatter" is now  sitting in a digital shredder box somewhere but as you have indicated that the upgrade has been cancelled, I will go with that.

I am grateful to you for your help. A huge and sincere THANK YOU 😍

[Matthew_ML]

Glad to hear everything went smoothly for you LittlePodge.

If you need anything in the near future you know where we are.

I hope you enjoy the rest of your day.