archercj
Fibre optic
Joined 6 years ago
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Re: Contract renewal
Thank you for responding Robert. One of your colleagues (Lee) picked this up and has been very helpful. I am assured that a manual credit will be applied to the duration of the contract to honour what was sent by Virgin originally. We shall see when the first bill comes through 🙂895Views0likes1CommentShould I utilise a Hub5 or continue with my current setup
I currently have a Hub4 in modem mode and connected to that an Asus ZenWifi CT8 mesh system. From this I have several CCTV cameras, 2 x Xbox, a Windows server and several other devices (about 25 in total). I use fixed IP's, port forwarding etc. I am getting a Hub5 shortly. The main benefit over my current setup is Wifi6 (the Asus CT8 only support Wifi5). Is it worth ditching the Asus and utilising the Hub5? And if so what extender would people recommend as I know I will need it due to device locations (bottom of the garden). Or maybe use the WiFi6 of the Hub5 on a separate wifi network with a different IP range? Any advice greatly received.892Views0likes3CommentsContract renewal
So I posted on here about my contract renewal (quoted £100 to renew the exact same package - Gig1, Maxit inc TNT, 2 x STB's, NetFlix Premium, UHD) and was advised for some of you to check the TNT element. Found out it wasn't included, despite clearing saying it was on the new contract. So i raised it on here and a very helpful Virgin CS person has been dealing with it. They are having issues and they explained it would be much higher but they will administer a discount to honour the £100. I get a text from Virgin yesterday with a link to view my pre-contract documents. When I clicked on it I was presented with a screen thanking me for accepting the new contract. Next minute I get an email saying here is your pre-contract documents attached. When I looked at them I am now downgraded to NetFlix with ads and my bill is £135.50. No mention of any discount A few minutes later I get the same text message asking me to view my pre-contract documents. I didn't click this time but a few minutes later a further email arrived. This time the package includes Kids Pick but NetFlix is still with ads and I've lost one of my STB's. AND the price has gone up to £140.50 and still no discount. I have certainly not approved this but just had yet another email from Virgin thanking me fo rmaking the changes and that I am now all sorted and my next bill (currently paying £94 for Maxit with TNT) will be £145.50 and for that I have lost Maxit - now Mega - and NetFlix standard now getting ads). The very helpful CS person did say not to be shocked at the increase showing. Well it would be nice to see the £45 discount!1.2KViews0likes4CommentsTNT!
Got my renewal quote which was only £6 more than I am currently paying. the quote included details of the add-ons: Virgin Media add-ons (30-day rolling contract) TNT Sports Kids Sky Sports and Sky Cinema HD Netflix Bundle Premium Sky Sports HD Sky Sports & Entertainment Ultra HD Voicemail Free Having seen the posts about TNT I thought I'd ask about it. The conversation went like this: Me: I am happy with the contract I have and the renewal quote is like for like but I want to confirm this includes TNT CS: Thank you for sharing the details. The renewal offer which you have online doesn't includes TNT sports as TNT sports is an add on service. So once you opt for the renewal deal then contact us back so that we can manually add the TNT sports package which will cost you £18 a month. Me: But the new contract states TNT is included CS: As it's a renewal deal and your present contract includes the TNT as a part of the package thus it will show you the TNT as a part of the renewal offer. But as it's an add on service and not a part of the deal anymore, thus we have to get it added seperately. Me: So you are falsely advertising. The contract clearly states TNT but there is no mention that it is an additional cost CS: It's not false advertising but its a technical glitch and the marketing team is already notified on this. As the renewal offers are added from the marketing team directly thus we don't have the option to make the direct amendments on the offers online. But the dedicated team is notified and thus we are informing the users the facts who ever is enquiring. The person missing out on this information, emails are already triggered for them so that they can be advised that TNT is not a part of the deal but an add on service. Me: Ok I will not be renewing my contract then. Thank you for your help. CS: You're welcome and as you are under a contract till 1/2/25, we will recommend that you contact us 30 days prior to the contract end date so that we can then look for alternative deals accordingly and share the cost of the services with the add on features you require. Thank you for patiently listening and understanding our point of view and it gives me great pleasure to assist you today with your concern as much as possible I could for you. 🙂 If you need further assistance please respond on the same thread and we will get anything resolved for you at the earliest. As promised I have done my best to help you with your query. Hope I was helpful. Thanks for getting in touch with us. Take care 😊 A TECHNICAL HITCH EH!!!Solved4.7KViews0likes3CommentsRe: I may have to eat a large portion of humble pie
Cheers @Goslow and @Adduxi. I had seen the TNT stuff but the renewal contract clearly states TNT in there so is it all goes though ok I am on a winner and if it doesnt i.e. no TNT then its bye bye and/or a complaint to the Ombudsman.1.6KViews0likes0CommentsI may have to eat a large portion of humble pie
After the experiences of Virgins customer support (quickly add telephone/WhatsApp support and not on here) I said i would never renew again now that CityFibre is in the area. I pay £94 for Maxit which includes Sky sports/cinema, TNT, 2nd box, Gig1, UHD, Netflix premium etc. That will rise to £152 at the end of the contract (February). However the renew it now figure is £100 for (to quote them) the exact same package. I have been looking around. BT/EE is very expensive and Sky Stream with a 900MB package, Sky sports, UHD, multiroom etc (but no TNT or Sky cinema) is coming in at £105. Looked at splitting out broadband from TV but the Sky TV package only is £75 and broadband deals range from £34 to £48. I did consider the fact that I would be supplied a WiFi6 router with a CityFibre but to be honest all the suppliers equipment at the lower end of the monthly cost are pretty average (I used Virgin in modem mode and have an Asus ZenWifi AC mesh solution albeir Wifi5). if you go to the top end of the rental you do get 6E routers. So for pure financial reasons (and a 'better' package) I might stay with Virgin. of course if I renew today my monthly payments will rise rather than the revised deal kicking in at the end of the contract. 🙂1.6KViews0likes7CommentsRe: Terrible customer service. I'm so fed up.
Thanks Lee. if I am being honest you guys on here of always been helpful. The issue is the process of your contract renewal. What normally happens is you get your renewal quote and it is at least 50% higher. So you get in touch and the dice is rolled. You may get someone who says 'fine, goodbye, I will pass you to retentions' or you might be unlucky and get someone who says 'I will pass you through to my supervisor'. You then get a revised quote which is only a few quid more and when you ask 'is this like for like' they say yes and invariaby it isnt. you lose channels, netflix and even the extra box' and it takes weeks to rectify. Oh I have full screen shots of all this by the way 🙂 Once you finally get through to a UK based CS member it all changes and you can get things sorted. Tip for anyone going through contract renewal: use the WhatsApp route - you then have everything audited.396Views0likes2CommentsRe: Terrible customer service. I'm so fed up.
Sadly your experience is very common. I had a very similar experience to you last time I renewed and reckon spent 28 hours in total (I logged it all) resolving it. This included having to have an engineer sent out because they excommunicated my 2nd box and couldnt reinitialise it. This time around I now have other true fibre suppliers so I will jump ship in January when my contract is up for renewal simply because of the appaling customer service. Shame really because a) I wont be leaving for any financial gain, b) not sure i will get any better actual tv/broadband service and c) the wife likes the TV interface :-). But I wont be lied to again or go through the haggling process that seems to be the norm.451Views0likes0CommentsRe: Contract Renewal
I am in the same boat and got an 'exclusive' offer email to keep me. it isnt like for like - goes from maxit to mega and excludes TNT plus no mention of my second box or netflix. From bitter experience the last time I renewed and my 2nd box was excommunicated I amstaying well away from such offers. I did receive a follow up email and that now pops up with TNT is not include dany more.1.4KViews0likes1CommentRe: Leaving after more than 25 years
Geoff_H - I will be cancelling come the end of my contract in january for much the same reasons as you and many others. I am fully expecting the same issues you and others have faced. And like you there is a little sadness as the Gig1 broadband and TV package have been really good (and competitive) When you paid, what you thought was your final bill, did you consider cancelling you direct debit?663Views0likes1Comment