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Upgraded from M500 to 1G Speed then Virgin messed up

fivefive
Joining in

Hi there,

Hope all is well! I really need some help! I tried calling Virgin, but they were quite unhelpful and I'm getting really concerned. Anyway, here is what happened: -

I have M500 broadband (Superhub 3) with Virgin for some time and my contract finished on Monday July 24th (£38 per month for M500 broadband only).

On July 21: -
- After logging onto my account on Virgin website, it showed me a special offer on the self care page and I renewed (order ref: CH2045638870): -
- Now £30.00* a month for next 18 months, same speed M500 broadband.
- Online order placed.

On July 25: -
- Virgin retention team suddenly called me
- I informed the guy that I had already renewed online myself and I'm not interested
- However, he then offered me: -
£28 for 1Gb broadband (Superhub 5), O2 Sim card 6Gb = Total of £34
- I accepted his £34 1Gb deal
- He said I don't need to worry about the online order I've made as it won't matter anymore

On July 26: -
- Received the following email: -
Quick recap of what you now enjoy:
Your new package now includes:
Broadband: Volt Gig1 Fibre Broadband
We've removed:
Broadband: M500 Fibre Broadband
Here's how your changes affect your next bill:
Your next bill will be generated on 3rd August 2023
Your next payment is due on 29th August 2023
Your new monthly bundle cost is: £28.00*.

On July 27th: -
- Received Superhub 5 by post
- Installed Superhub 5 in the afternoon
- Everything working and I got 900mb speed on Speedtest.net

Then the bad news today: -

On July 30th Sunday morning: -
- Received the 2 new emails: -

Online order reference: CH2045638870
Hi there,
You're in! Thanks for placing your order with Virgin Media.
We are pleased to confirm your request has now been fully actioned and your special bundle offer > has been applied, saving you even more money than you thought on your Virgin Media services.
Kind regards,
The Virgin Media team

Thanks for making those changes to your Virgin Media package. We've attached your new contract reflecting these changes to this email and a handy snapshot below. Please take a moment to review both and make sure you're happy with everything.
Quick recap of what you now enjoy:
Your new package now includes:
Broadband: M500 Fibre Broadband - Discount - Volt Gig1 Fibre Broadband
We've removed:
Broadband: Volt Gig1 Fibre Broadband - M500 Fibre Broadband
Here's how your changes affect your next bill:
Your next bill will be generated on 3rd August 2023
Your next payment is due on 29th August 2023
Your new monthly bundle cost is: £30.00*.

Also, someone limited my speed to 500Mb.

On my Virgin Media account on Virgin website, it still says: -

Volt Gig1 Fibre Broadband
Included
Mobile
Included


I just tried calling Virgin helpline and Customer Service. They said they can't price match, they can't undo the change. Could someone here please help me out?

All I would like is someone to help me undo the online order CH2045638870. I'm happy with £28 for 1Gb broadband (Superhub 5), O2 Sim card 6Gb = Total of £34 that I already had since Friday July 27th.

Many thanks!!

 

1 REPLY 1

Martin_N
Forum Team
Forum Team

Hi fivefive,

Thank you for your post. I'm very sorry for the issues you've had with your package upgrade. 

I am more than happy to take a look into this to see what we can do to help. 

I will private message you now to confirm your details. 

^Martin