on 17-01-2023 22:34
Hi,
I've read a number of posts about the similar situation I'm in. I didn't know that this had happened when I re-contracted last year but the customer service I'm receiving is beyond terrible.
7th January 2023, I was browsing my Virgin Media account and saw an option about upgrade etc. so I clicked it, I saw a list of what was included in my current package and saw a sim mentioned, it didn't register until I looked down and was being offered a renewal of my contract for less than I'm paying now and it clearly mentioned the O2 similar being included, I took screen grabs at the time as this offer has since disappeared.
As a result of the above I spent over a hour and 4 customer service calls (some being transferred) which included VM, O2, VM and VM Customer Relations.
The final person of that day was very helpful, spoke to their supervisor, came back and admitted I'd been misinformed when I was told I had to add O2 sim separately as it wasn't included in the package and that it would be put through as a complaint and I would hear from someone in email within 48 hours. They also mentioned that they would request compensation, I asked for a minimum of a refund for the O2 package I've been paying for since around February 2022. I asked about the O2 direct debit as I knew that was upcoming and they told me they saw it on the system and not to worry as they would cancel it.
I didn't hear back and due to being busy and not ringing back I only just rang back earlier today (10 days later) and again the person I spoke to (VM Retention team) as the selection on the automated transfer system is a nightmare, was friendly and tried to help. They accepted again as the previous VM Reps that I had been mis sold/misinformed and after speaking to their supervisor could arrange the refund but I would need to repackage and I couldn't have compensation as it had been so long.
I was open to the possibility of repackaging and told them this, then they started to mention a disconnection fee. This immediately made me realise I wasn't getting anywhere, I politely thanked him for his time, I told him that it was obvious he was limited in how he could help me and that maybe the next person I spoke to tomorrow would be able to help me further, he said he understood, said goodbye and I ended the conversation.
After doing my research I came across this forum and I see many conversations about similar situations, just that I've been oblivious to it and had accidentally stumbled on the fact I was paying VM for a package which clearly shows that it includes the (double) minutes O2 sim and that I was paying O2 for the same O2 package I was meant to be receiving.
I've since noticed on my direct debits that my VM (not O2) direct debit has been cancelled with the bank which just adds to the overall problem.
So to summarise, I'm paying for a O2 sim directly to O2 at the same time as an O2 sim is included within my VM package because I was wrongly told it wasn't included, VM Representatives have admitted to the issue but don't seem to be able to resolve it, I'm hoping someone can help advise me. I've not read all the various conversations related to this subject so I accept the answer maybe in there but do VM Reps read this and help with customers issues?
Thank you in advance.
17-01-2023 22:50 - edited 17-01-2023 22:53
Personally, I wouldn't touch a 'Volt' or O2 deal with somebody else's barge pole let alone mine. Basically on the grounds that the scope for messing it all up is quite high and VM, bless them, are not particularly renowned for joined up thinking on these things!
As I understand it, if you get a 'Volt' (stupid name but that's marketing people for you, better than 'ultimate oomph' though which just makes you wonder if they employ six year olds to do the branding, but I digress) package, then you get two bills; one from VM for, well their bit, and another from O2 for the mobile part it is NOT included in the VM bill* - and they are both supposed be discounted and you get double speed/data from both companies.
All assuming that it all works properly, but we are talking about VM here, otherwise known as the 'Abbott and Costello' of corporate efficiency, so when it does go wrong, it does so catastrophically and to the point where nobody appears too be able to rectify it.
I do suspect that you have been misinformed or outright lied to, depending on your interpretation, the O2 contact is NOT a part of your VM contract and is paid for separately
Good luck with getting that sorted out!
* And it does appear that sometimes VM and O2 are the same company, ie joint deals etc, but entirely different when and if it all goes 'pete tong', just try calling VM about an issue with an O2 SIM and see how far you get!
on 19-01-2023 09:28
Thank you jem101 for your response.
I'm replying to my own question to provide an update to everyone. I did put a complaint through after posting on this message board
but the response wasn't very reassuring or constructive. It basically said as it involves O2 you need to contact them directly and in regards
to the package we will make sure we provide better information next time.
Then yesterday evening I spent over 2 hours speaking on live chat to 6 different people. Eventually I was transferred to a Manager which took 21 minutes on the connecting message and therefore I didn't realise it had connected for around 10 minutes as I was busy trying again in a new chat window.
Blame and fault was accepted and offered the ability to cancel my O2 without a cancellation fee along with a good will gesture of £30 and then later a final offer of £80.
I've sent a copy of the O2 conversation to the complaints team so I'm hoping that this can still be resolved. My point is that if I cancel the O2 contract and accept £80 instead of the wrongly paid £158 since February 2023 how do I make sure I can use the O2 I'm meant to use as part of my package. This isn't good enough O2 or Virgin Media. It is as I told the Manager that both Companies are blaming the fact they don't have access to each others systems in order to avoid a resolution and the customer is stuck in the middle.
I plan on publicising this issue as far as I can because I'm sure there are many customers who do not realise they are overpaying on their contract.
19-01-2023 13:11 - edited 19-01-2023 13:12
Volt always involves a separate payment to O2 on top of whatever you pay to VM. eg. Ultimate Volt is £54/month for new customers, plus £25/month to O2 to give a combined total of £79/month for 18 months (then it goes up to £136!). There are endless examples of mis-selling on this forum where people believe the're getting an O2 SIM included in the price they're paying to VM, only to get a separate bill for O2.
on 19-01-2023 14:17
Hi cje85,
Thank you for your reply. I understand what you say about a separate payment to O2 on top of VM. I've based things on what my account tells me is included within my package and the recontract offer which was inside my account on 7th January (since disappeared and feature disabled). Two separate conversations / two different VM customer service representatives admitted I'd been mis-sold and should never have been told it wasn't included and admitted that I shouldn't have been paying a separate amount. As did the O2 Manager I spoke with yesterday, which was the reason he told me that I could provide a reference number to the next person I speak to at O2 if I decide to accept his offer of early cancellation for free along with the maximum they could offer of £80.
If I was meant to be paying a separate amount, none of this would have happened. So based on what was in my account and the word of the people who should know, I've been trying to resolve this by receiving a full refund of the O2 amount (£158 to date) along with a sim which isn't charged monthly on top of my VM package. I was also told that if I didn't take the offer and cancel that he couldn't do anything about the continued monthly cost of the O2 sim.
I've sent a copy (provided by O2) of the conversation with the O2 Manager which I hope holds some weight towards a resolution as its the words of an O2 Manager. And I'm hoping that this will give the VM customer complaints team the ability to resolve my problem and provide me with the necessary refund as it was on the VM side the mistake was made (they're meant to be merged anyway). I will give them a few days and then follow up, they were quick last time but after I sent a reply with the pdf attachment I've not had any confirmation that they've received my email.
I've discovered a Company which provides fibre broadband which say they are installing in the area in the near future so I can put VM and this mess behind me. I'm hoping my O2 sim can revert to pay as you go (PAYG) after I cancel and the goodwill payment can be sent to my bank. Then my plan is to shop around or possibly add a new sim to my Three account. Either way I'd rather go back to the phone line type broadband than renew my contract with VM after this mess.
on 21-01-2023 16:04
Hi @PaulR_UK
Thanks for posting and welcome back to the community.
I am sorry for the issue you've raised here. However, i will clarify one point; if you are on a VOLT deal with an O2 SIM, it's two payments. One to Virgin Media. One to O2. Please if you want to continue using the O2 SIM do not cancel it.
I will PM you now to formalise this in the complaint
Best wishes,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
21-01-2023 18:24 - edited 21-01-2023 18:35
I have the same problem
Was told 34 for wm250 + sim, i confirmed multiple times that it's 24+10 for the whole thing and when i got the new contract sent through this morning, it says 34 for broadband and doesn't mention the sim.
I thought i'd just not go ahead with the deal anymore and spoke with O2 who cancelled it no problem.
Having noticed the contract from VM says 34 I have been trying to ascertain whether i'd be charged £24 or £34, apart from being told it will just stay the same and told to 'enjoy me good deal', I can't get the answer I need to decided if I should get a different package
Gonna have to call the cancel team tomorrow to revert the changes... what a waste of time
on 22-01-2023 17:31
This is a joke. I've logged into my virgin media account and it thinks I'm a new customer, then I looked at the information
of my package and its been changed to match the new narrative that the sim isn't included. I'm just pleased I've
got screen grabs of the details it showed before it was changed. This is surely criminal.
I'll call Virgin Media tomorrow to have another attempt at resolving this.
on 27-01-2023 16:06
Hi PaulR_UK, thanks for the message and welcome back to the forums.
I can see that you have been speaking to John via PM and will send you a PM as he is not in at the moment.
Kind regards, Chris.
on 03-02-2023 17:20
Hi Paul, thanks for messaging us.
I am glad to see that this is on the way to becoming resolved.
Kind regards, Chris.