Dave606
Fibre optic
Joined 10 years ago
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Re: Moving providers, but Virgin doesn't recognise account number for OTS process!
Now that's interesting, on the first instance the provider switch communication shows no communication, but I guess it wouldn't if the provided details dont match which might indicate youfibre missing something in the process. Maybe the account number provided requires the area code at the start, is there an official confirmation on if the area code is required at the start of the account number provided for OTS? As in my case the account number being 9 digits would be 11 digits submitted if they are supposed to add the 01 at the start?. I did ask them if they require the area code the other day to be told no, just the account number itself. Yet they must be missing something if the claim that 90% of OTS requests are getting rejected by Virgin when they only otherwise seem to need the account name, number and address, all of which are correct.8Views0likes0CommentsRe: Moving providers, but Virgin doesn't recognise account number for OTS process!
Thanks for both the replies above and via PM. I have just now received a phone call from youfire over canceling the order to switch to them (still leaving virgin all the same). They are still trying to push I simply cancel virgin (which I still intend to do via a now an alternative provider eventually), pay any early termination fee and apply to youfibre to cover this cost which they say they will. But they seem unwilling to try reapplying the OTS request or contacting Virgin directly to enquire what the issue is. So equally unconfident I would definitely get any ETF back also. Of interest, youfibre have now claimed 90% of OTS requests to virgin are getting rejected anyway, they are suggesting possibly the way virgin hold account details for OTS match purposes are different from the account details provided. I've no idea what's involved in the OTS process, but this seems somewhat a bizarre response as the initial OTS request a few days ago was simply my virgin account details and address, so failing to see where a matching problem might occur that is according to youfibre causing 90% or requests to get rejected?16Views0likes3CommentsMoving providers, but Virgin doesn't recognise account number for OTS process!
So we are out of contract, far from happy with current out of contract price of £78.35 the online re-contract price is a joke at £53.28 for 1 gig 18 month contract when the previous price was £49.11 and new customer contracts are currently £37.99, so not wanting to call to negotiate this time. So we have today switched providers with a much better deal and no mid contract price rise. Yes, some may well point out "but that's a new customer price and your not a new customer now" etc. But based on what anyone out of contract can only do is compare new customer, or more new contract prices is what we can only do to evaluate such offers. Anyways, to my point, only despite checking the correct virgin account details with the new provider several times to be correct, the request to Virgin to initiate the OTS was rejected by Virgin each time telling the new provider it didn't don't recognise or could not find the account details. So how can we have an easy process like OTS for consumers only for Virgin seemingly not complying with the process citing account details can't be found?. I don't want to be calling Virgin to be given the often heavy sales pitch to stay etc, I just want them to comply with the OTS process.85Views0likes6CommentsRe: Dealing with retentions & getting a UK based call centre
Thanks Zach, hopefully everything goes through smoothly. Yesterday I had confirmation of the new deal & contract via email & the price etc which was as agreed. I was also told, dispatch & courier permitting the new hub 5 should be with us tomorrow, Sat 18th. However I'm still yet to see both the account itself online changed (from 350mb to 1130mb) or the first month added manually as account credit as offered. I guess these things can take a little time unless it needs to wait until the hub 5 is physically connected?, but sure I read that the current hub 3 supports up to 500mb yet no change to suggest they have updated the account yet.1.6KViews0likes1CommentRe: Dealing with retentions & getting a UK based call centre
Thanks for the response Kath, but I have since thankfully managed to get hold of a more attentive UK call centre member of staff when trying again just now that didn't feel the need to put me on hold or forwards my call and thus cause a disconnection as per previous calls. Strange how all previous calls ended in a disconnection by different staff members!. This person however was very good and could even see the that the previous calls were made and made particular note of last night's promised UK call centre call back that was logged as supposed to have happened after they rebooted their system yet there was a note to say the staff member had finished their shift or something and was supposed to call back today yet this call never happened. So this guy looks at the options, verified what I quoted from elsewhere and what I quoted as their own black Friday new customer offers etc. Result is I agreed to an offer for 1000mb (ok 11320mb) I'm happy with that sits just a little above the cost of the current black Friday new customer deal after the 1 month free they said they would manually add as an account credit. Though they said the 1 month free won't show in the contract as that will need to be added manually as account credit by his manager of something. Assuming they stick to the offer of the first month free as account credit which I'll look out for I have a deal I'm very happy with.2.9KViews0likes3CommentsRe: Dealing with retentions & getting a UK based call centre
Doesn't surprise me that there are similar reports of similar problems. That I've encountered the exact same issue & problem 4 times each with different VM employee's suggest to do this and discontinue the call as soon as a person make intention and request to cancel is a standard authorised practice. As no way can it be just coincidence this has happened 4 times with different members of staff. Funny how they font need to put you on hold and disconnect you to buy or upgrade services and only when trying to cancel or negotiate!3.1KViews0likes5CommentsRe: Dealing with retentions & getting a UK based call centre
So this morning I've spent ages trying to sort things out & get a deal or give my notice, but left more frustrated than ever. Phone a little after 8am and get the UK based call centre, great. Talked to the guy and sounded very promising at first. Said he needed to put me on hold to see if they could offer me a deal (is this normal practice when I'd already been talking to him for several mins about the account?). Again like last night I get disconnected for no reason. 10 mins later surprise surprise I actually get a call back!, unfortunately its not the same person I previously spoke to that was dealing with me (despite that they asked for but and verified my number before disconnecting me) but a completely different person in the overseas call centre who was not aware of the previous conversation. They went through all the security questions yet again several times because they couldn't verify the password they said is wrong that I know is correct because its both my dayghters name and had to input it when I first called. This person made an offer that by any standards is a joke. He said he would put me on hold and look again after saying I'm not happy and want to give my 30 days notice. Get disconnected yet again, which is seriously annoying they do this now. The same person rings back 5 mins later & apologies saying they dont know what happened. Saying I've had enough and their offer is way to far from what I get get elsewhere he said he would put me through to the cancellation department (hello, thats the option I had picked each time when previously calling so which department picks up cancellation requests then?). Guess what, I get disconnected yet again, seriously fuming now as no call back this time and disconnected by 4 separate staff members in total now each time when they oddly need to put me on hold or transfer me and each time I reject an offer and say I want to give the 30 days notice. To do this and reject my request multiple times and cut me off is bang out of order and taking the mick now. If I cancel payments I'm in breach on contract, yet VM can ignore my cancellation requests and cut me off than process it and that's legal?.2.9KViews0likes0CommentsRe: Dealing with retentions & getting a UK based call centre
An interesting thought, but not sure. The bill is dated 18th October and debited 8th November. The discount and therefore contract is to 22nd November. Maybe there is something in the detail I'm missing that clarifies for sure. But surely the billing syncs with the contract?, kind of crazy if billing is part way through the contract month. But the 1 thing I know for sure that I'm definitely still in the minimum contract period as both that and the discounts are up to 22nd November.3KViews0likes1CommentRe: Dealing with retentions & getting a UK based call centre
Anyways, getting home I again try to call the thinking of leaving option and again get the overseas call centre. Though explaining my issues, my unwillingness to pay the new price or accept the previous deal offered and my wanting to give the 30 days notice twice the lady I spoke to simply tried to renew my contract despite twice asking to just give the termination notice. I then pushed home that I wasnt happy with the deal offered and just wanted to give the termination notice. She told me she would transfer me to another department, It was the UK based 1, great I thought when I heard the thick Scottish accent. Only we went through some security questions to be told they need to reboot the computer as they can't access the account details of something and would call me right back and first verified my mobile number. Still waiting 20 minutes later for the call back!. Starting to get annoyed with this now as surely they could simply have put me on hold!.3.2KViews0likes0CommentsRe: Dealing with retentions & getting a UK based call centre
Thanks for the rep!y Zach, though I wasn't asking to cancel or renew online, but more really if there is a different number for UK based retentions?. however, I do have a billing issue I've just noticed. I mentioned before that my bills have been £35 per month yet goes up to £57 from later in the month. The contract includes 2 separate discount offers for which I assumed 1 was for 17 months instead of 18, don't know a why I thought 1 of the discounts were not both for 18 months, but this months 17th month bill is £42.33 meaning the lesser of the discounts appears to have been removed by the looks of it, but the current bill looks confusing and a little unsure on where exactly the rise in bill has come from, as a £7.33 increase is 20% so surely not a simple price rise?. Yet loading the original contract up It clearly states the discounts as both 18 months to match the contract.9.2KViews0likes3Comments