Symmetric speed saga
I was really excited to see symmetric speed available in my area (a XGSPON area) when it was first launched by VM. I requested it 5 different attempts via online chat with lots of different answers ranging from 'It's not available' to 'it will cost an extra £26/month'. After the 4th attempt I opened a complaint. The complaint responded saying I could have 1Gb + symmetric for a total of £45/month and asked me to reply - I did. Then today I get a phone call from a customer service person who rescinded the £45/month offer and said "It's not available, it's only available to 2k customers as a trial"... even though I told him if i go on the site and attempt to sign up as a new customer I have the option to select it, and none of the statements from VM or on ISP Review state it's a trial. He couldn't answer and just seemed keen to close my complaint. I said I was not happy with the non-explanation given, and then 5 mins later I get an email saying he's closed my complaint - even though I said i wasn't satisfied that the complaint had been dealt with. I've since reopened the complaint and am hoping it can get sorted by someone who knows what they're doing. My original install of VM was abysmal and resulted in a hefty charge to VM - I thought it'd be much easier than this to try and pay VM more money by getting an upgrade. The fact I've had to open a complaint to try and pay VM more money is ludicrous.Renewal Contract Issues
I was offered an online renewal contract (which I accepted) at the beginning of April (18 months) as my contract was coming to an end. The price was pretty much the same as I was paying, possibly just a touch more (but I felt this was reasonable). I accepted the contract and then continued to be bombarded by emails from Virgin letting me know that the contract was ending and I would be paying the un-discounted (very) high rate. I contacted Virgin, they assured me it would be resolved (it wasn’t). What proceeded over the course of 6 weeks, was me continually contacting Virgin to get them to honour the contract they offered me, I even tolerated not having TNT Sports anymore as part of the package, and have found staff to be completely unhelpful. I have been assured by no less than 3 customer service (if it can be referred to as that) representatives that the issue will be solved in 7 days. It has not been resolved, and I continue to get excessive bills, waste my time contacting customer service (who will never put me through to management with decision making powers) and constantly given the run around. Has anyone got any advice because I am done with this! (Have contacted the Comms Ombudsman to register a complaint).Keen to join but still not available after months?
Virgin Media has been installing cables for months in my area - but when checking the website it still says unavailable, if I check round the postcode round the corner it says 'coming soon', and now when I check my address it doesn't even have my house number listed and asks me to report it to VM, which I did a couple of weeks ago but haven't heard anything since. I live in Elton in Chester, Cheshire - am keen to know when sign-ups will be available as it's been so long now and it doesn't look like anymore work is ongoing - I even have a VM exchange box just over the road from my house which has been there for over a month, so seeing everything there and ready to setup without the option to do so is frustrating. I've tried getting in touch through online chat but unfortunately didn't get anywhere 😞