Can one of the forum team respond please - and noone else.

[zarf2007]

I moved to ultimate volt from ultimate oompth and I have 2 problems:

1) The unlimited o2 sim that is included in the package is being billed separately and not deducted from my bill.

2) I did not receive the netflix activation email.

Can only someone who is from the forum team respond to this as noone else can help with these two issues.

[zarf2007]

I was on ultimate oomph with 1gig fibre, tv360 and extra 360 box, hub4 and my contract came to an end. I asked to be put on ultimate volt. All went fine, I received the o2 sim, Netflix, movies, sports, kids tv etc but my broadband was reduced to M600. I have since contacted retentions a number of times asking for 1gig to be re-added to my account and every time I am assured this has been done an email with my ‘new packages’ shows that they have removed everything including my extra tv box (which no longer works).

All I want is ultimate Volt, 1gig fibre and my extra tv box working, why is this too much to ask? You have the nerve to try and charge me £111 per month for a package which has less than half of what I had previously. Can one of the forum team please look into this as I have no faith in retentions or customer services to resolve this as they are utterly clueless.

[zarf2007]

Finally got through to someone who could help and they put me on the right package. Thanks for the swift response forum team, next time i call the ghostbusters, they would be more f’ing use.

[zarf2007]

How about you look into my issues Steven? Given I’ve posted about 3 times? But no that would be called customer support wouldn’t it?

[zarf2007]

How about resolving it for me Steven?

[japitts]

---

@zarf2007 wrote:

1) The unlimited o2 sim that is included in the package is being billed separately and not deducted from my bill.

---

This is normal. Virgin Media & O2's billing systems are far from being unified, and the Volt packages are billed in two elements. You get the bill from VM for the fixed-line elements, and a bill from O2 for the mobile elements.

Do the two combined bills add up to the expected amount? That's the important thing.

I've merged a couple of your other posts about Netflix from other threads, into this one - to keep all your queries in one place.

[zarf2007]

No, both bills don’t add up to the correct amount. Thanks for putting the posts in one place, we can see that they are all ignored now by the forum staff.

[japitts]

Having that info confirmed, at least means the forum staff know some of what the query is, before responding. That will help.

Creating multiple posts around the forum is often tempting but rarely helps in the long term. Adding extra replies can also knock you down the queue, on the basis that peer-based support is helping.

If this thread is still not picked up after a couple of days, I will flag it for staff attention.

[-tony-]

to add - i believe there was a problem with the 1gig package and whilst they were selling that they were sending the 600 config file - not sure where they are with that - CS [offshore] seems to know about it but did not bother to tell users signing up to 1gig

as said the bb and O2 sim create 2 bills one for VM the other O2 - simple but not so again with sales [offshore] who in their rush to sign people up mention the O2 sim but not the cost so their quoted price [usually] is just the VM side of things - not sure what their logic is maybe they hope you wont notice

so with that in mind or just the fact that what you were quoted is not what they are billing in total you want that resolved - wait for VM to get to the thread - i will flag it as i think its been missed with the joining of more than one thread - if VM cannot sort out the price you were offered - easier if you have it in writing but a verbal quote is just as binding - your rights are clear - VM must honour whatever you were quoted - they may or may not do tha if they do great - if not open a complaint which they will likely close - no problem with that and go to CISAS - if you can get a deadlock letter you can do that as soon as you have it - if not you have to wait 8 weeks from the date you opened the complaint - fill out the forms - search on here for help add a couple of hundred for compensation for all the reasons you want and let CISAS sort it

[Travis_M]

Hi @zarf2007

Thank you for posting on our community forum!
 

I'm going to drop you a private message to collect some more information, please keep an eye on your inbox.

Regards