I was called last week regarding being out of contract for my broadband, I was offered the opportunity to upgrade to gig1 fibre and TV for a modest increase in my monthly payments.
I agreed with this and explained that given the increase in speed I would like the hub upgraded to the hub5 so I can take full advantage of the increased speed. I was told that my hub4 was compatible which I disagree due to only having gigabit ports capping any speed at about 950mbs.
I said if I was to upgrade it would be on the basis of a new hub also being sent, this was agreed and I was told to ring customer services to request this.
After spending about half an hour on the phone I was told they categorically would not be upgrading the hub so I requested to cancel the upgrade due to it not being as agreed originally.
I was then put through to retentions where I spoke to a lady who assured me that the work order had already been created and a new hub would be sent with the TV box. Due to this I kept the upgrade
When the kit arrived on Saturday no new hub. I called today to again be told I would not be getting a new hub.
From this I have cancelled the upgrade as being told twice I would be receiving the equipment to then be told no. I have been a customer of virgin media for 7years at this address and it has become apparent that you are not interested in looking after your existing loyal customers ensuring they are kept up to date.
From this whole farce of an upgrade I have wasted a couple of hours on the phone and been fed lies by people only interested in hitting targets not actually on customer retention.
My current old contract runs out in October, given the fact the roads in my area are currently being dug up with new fibre being layed the increased competition in the area I can only see as a negative for virgin media.
Rob
