shaz4
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Re: New contract problem - 6 hours on chat wont sort.
Yup, and I'm still sitting here waiting like an idiot. Two hours, but that's nothing compared to the 2 hrs 20 minutes on the chat box last week, and the 3 and a half hours the week before. Now when I think I have everything sorted for my dad someone's telling me the new contract doesn't exist. That and the 1st June direct debit is going to be either £78 or £102. July's is either £22 or £40 something. Big difference when you're a pensioner. I'm looking for packages with other companies for myself after this.9Views0likes0CommentsRe: New contract problem - 6 hours on chat wont sort.
I did what you suggested and got the contract changed. Same contract but 'anytime' added on, for the extra £5. However, last week when we got him the new contract I was told what the June, July and August 1st direct debit payments would be. Today, before the contract tweak, I was told three different prices to what I was told last week. Not a few pounds difference but multiple tenners. I have proof of last week's amounts told to us as I have a copy of the chat. Who do I see about that? Pensioners don't have extra money laying around for Virgin Media to take whatever they like.23Views0likes1CommentRe: New contract problem - 6 hours on chat wont sort.
My dad can't see his online account as he doesn't have an email address or a pc, has never used either. Not sure if even he could sign in there would be a button there that helps him get the contract he's after, seeing as they can't do that even on the phone. We just want to change the landline to anytime chatter for the £5 extra that that costs, over and above his evenings and weekends.46Views0likes0CommentsRe: New contract problem - 6 hours on chat wont sort.
Thanks for replying. As I already mentioned we're having a lot of difficulty talking to people on phone and on the chat box, this is my last resort. Unless, you could get someone from the UK's REAL retention team to give us a return call. We asked for a cheaper package for my dad and they offered us things more expensive. After weeks of this and during a chat box conversation, (that was three and a half hours long) we got a cheaper deal but made a mistake with the phone package. We had another of these conversations 2+ hours long and still it wasn't sorted. I could post those conversations here and you'd fall asleep reading them. My dad's been a customer since Virgin was called Telewest, and I'm sure it was called something before that. So have I. So are both my sons and now my daughter. When everything works fine, it's great, but need any help or when it's time for a contract to end the nightmares start and it's getting worse as the last few weeks have shown me.43Views0likes3CommentsNew contract problem - 6 hours on chat wont sort.
Finally helped my elderly dad got a new contract, after a few months of trying and hours on the phone and chat box. My mistake, (I was doing the talking for him ) when he was discussing landline, was I thought he wanted evenings and weekends, but he was saying the opposite. He wanted daytime chatter. The new contract has evenings and weekends but what he really needs is the daytime chatter. He's 83 with health problems and really needs his phone for thoughout the day. I have seen Virgin's April price list, - it says £19 for line and weekend chat. Another £5 for evenings (this is what his new contract has) and it's only another £5 to get anytime chatter, which would be daytime added on to what he already has. CAN WE TWEAK THE NEW CONTRACT TO FIT THIS ON PLEASE? Every Virgin rep, whether on the chat box or on the phone keep offering something different. This has been happening thoughout him trying to get a new deal. We'd say "we need a cheaper deal" and they'd say "no problem, how does £20 EXTRA sound to you?" Every one of these people pretending they are "the retention team". Could someone please help with this? I spent hours on the phone and another 3.5 hours on a Friday evening trying to get him a better deal than he had. The other night it was over 2 hours trying to sort this problem and then they were offering another new contract twice the price of the one agreed.94Views0likes9CommentsRe: Questions about equipment, billing and changing phone provider for elderly couple
I don't have power of attorney. I'm trying to get all the questions answered for him here so when we call virgin from his house he/we know exactly what to ask for. We're trying to bring costs down for him. He had no idea he was on TV xl. for example till we were told on the phone last week. He's been watching freeview channels only. He's elderly. You don't even have a price list. I have to talk for him on the phone because he can't keep up with their fast talking, different accents, and he doesn't know his passwords etc. He can't speak to you directly on here because he doesn't have a computer. He can only call 150. I've found the people at the retention crew to be very helpful myself in the past but the people who answer the 150 calls from my dad's refuse to forward us to them.18Views0likes1CommentRe: Questions about equipment, billing and changing phone provider for elderly couple
I've mentioned already he would like to move to a new phone provider because it seems cheaper (difficult to know because we can't speak to anyone and get clarity). And I think I've asked can he keep his number? Is it easy to move? I also asked is he eligible for your social tariff broadband deals if he gets, specifically "attendance allowance"?22Views0likes5CommentsRe: Questions about equipment, billing and changing phone provider for elderly couple
Hi matthew his phone is working fine, it's just I've found a provider that looks a lot cheaper. So you will send something to help him move? That's great. Can I talk to someone here about the package he has as doing it on the phone is difficult for him, and me, to be honest? As I said previously, we have a lot of questions. I've just found out that there is help for pensioners, depending on what benefits they might be getting. My dad gets only "attendance allowance" is that included in your offers?28Views0likes7CommentsRe: Questions about equipment, billing and changing phone provider for elderly couple
On the AgeUK website they say – if you don't have broadband and your network provider, such as BT and Virgin Media O2, asks you to switch, then they'll supply you with a connection to support the new digital landline system. You shouldn't pay extra for this if you don't choose to take up a broadband service. Does this mean my dad's already getting a free broadband connection from virgin as they came to update his phone to digital? Sorry, but we have so many unanswered questions.35Views0likes1Comment