Contract renewal, and misleading statements
Hi all - I currently have Gig1 Volt and Mega TV, and it's time for the 18-monthly haggle, and as I haven't received any email or online offers I had a live chat session yesterday. The deal offered isn't too bad, and offers a good start for negotiation (currently it's still a 25% increase), but what worried me was some of the statements that the rep made, which as many other threads show, aren't always reflected in the final paperwork. To that end, what are people's thoughts/experiences on the following: I asked if I could drop the O2 SIM, as it is poor value and the signal is rubbish where I live. He said that this was just a case of going on to the O2 website and doing that, and that it wouldn't affect my VM deal, but I thought the two were linked? As many others here have found he 'forgot' to mention the Netflix downgrade to the ad-supported version, saying that my package would remain the same, but did at least do that when asked directly. To try and close the deal he 'insisted' that I take this 'great offer', and when I said I wanted time to think about it, dropped in that my next bill was much higher. I'm fine with that, due to the nature of billing in advance and adjusting later once a new deal is agreed, but he stated that I was now 'committed' to paying the higher amount regardless. Some serious staff training needed there. If anybody would like to comment on their experiences of dropping the Volt SIM in particular, or managing to retain Netflix Standard, that would be helpful. Next step will be a call to retentions to see if they can improve on the proposed offer, as at least we now have alternative FTTP providers in my area, and maybe using the 14-day cooling-off period if needed. Thanks - Chris
Beware - Contracts/accounts nightmare - feel like i've been scammed
I cancelled my contract at the end of April and gave the 30 days notice before the price increase - called back by retentions what felt like only 10 minutes later. I had a really odd experience where they seemed to offer me the world including huge credits and I accepted. There were a few red flags I should have taken a step back for - such as asking me for a different name to set the account up, but the deal was just too good, they told me it was exactly the same as I had bar the loss of TNT. The other red flag was the sms i got after agreeing the contract saying i had a new telephone number 30 days later - i was on holiday and on the renewal date all the services died - all my smart home stuff went down but also i was told a new load of equipment had been sent out. Called up vm to see what was going on - this was my first of 4 cs agents i spoke to over the next few days. With the first agent she worked out what was going on and promised to get my old account reconnected temporarily to bring my old equipment back online and that she would call me back after 72 hours and confirm the new pricing. I let that time pass and none of the services came back online, i even got someone to restart my equipment just in case. I gave it an extra 24 hours and still nothing so i called up - got thru to Phil - explained exerything - was on for about 35 mins and he said he needed to pass it over to another team - I asked him to explain my case to the new agent coming on and he put me on hold for another 10 mins - new agent answered and nothing had been passed to her - she then passed me over to Lisa in Customer support. Lisa at this point informs me that the request to reconnect the old services had been refused - and the only real option was to continue on the new contract - but with a realisation that the new contract only had one tv box - not the 3 there should be, but she couldn't add them there and then. Lisa says she would call me back 48 hours later - she didn't. Got someone to install my router just to get services back on line. At the same time i start getting messages from o2 saying i'm in arrears by a month and they were limiting my services - i hadn't received a sim or a contract from o2. Cue an hour long phone call to 02, first guy just told me to cancel it - 2nd guy told me i shouldn't do that as it will affect my vm service speeds. Decided to stick at it as i need a sim anyway. Oh, and i got billed £17.99 by netflix thru paypal on the day the accounts changed over. All the above done on holiday - about 5 hours of calls from the USA. Get back this morning and decided to call vm to get the situation with the missing wifi pods and tv boxes sorted - on the phone to the first guy, explain everything again - 75 mins - he can't order the boxes and i need to speak to retentions. He can't order a pod either, even if i've got no wifi in Retentions starts up his script - how is your broadband speed - this is after i've already been told the other guy has explained the situation. During the call with the first guy, he tells me the email address has been input differently for the new account. I'm still on hold now with retentions, just shy of 90 minutes now and can't see a resolution incoming, I feel like I'm on hold while they wait for my battery to run out or something. What am i supposed to do? at the moment I am thinking to cancel the whole lot down as I'm still in the 14 days. Somebody help, any advice?Renewal Email from webteam@virginmedia.com
Hi all On December 1st I received an email saying "Happy with your current package? Renew Today!" Same package, same speed and less hassle! I clicked the link "Renew your contract where I was taken to a page that showed me that I would be getting exactly the same as I get now (top package with Virgin Media 360, Netflix, Tv Essentials, Documentaries, Drama, Lifestyle , Sport Lite, Sky Cinema UHD, Kids Pick, TNT Sports, Sky Sports HD, Sky Sports and Cinema HD. Gig1 Fibre Broadband, Phone Line Rental and Anytime Chatter.) I happily renewed the contract for another 18 months and I got an email with the contract agreement (removed ) and also an order confirmation email with estimation activation date of Monday 4th December (reference removed It has been radio silence since. I received another email today "There's still time to renew your exclusive offer" - Clicking onto it it once again stated, Happy with your current package? Renew Today!" Same package, same speed and less hassle! I clicked the link "Renew your contract where I was taken to a page that showed me that I would be getting exactly the same as I get now (top package with Virgin Media 360, Netflix, Tv Essentials, Documentaries, Drama, Lifestyle , Sport Lite, Sky Cinema UHD, Kids Pick, TNT Sports, Sky Sports HD, Sky Sports and Cinema HD. Gig1 Fibre Broadband, Phone Line Rental and Anytime Chatter.) I happily renewed the contract for another 18 months and have received another email with reference removed but this time, despite it stating the same package, has gone through as - Virgin TV 360, Sky Cinema UHD, Kids Pick, Sky Sports HD. Sky Sports and Cinema HD and MEGA TV. NO TNT or NO NETFLIX detailed - This isn't what I was sold and isn't the same package. Order confirmation number removed and activation date Monday 18th December. When calling Virgin or getting through on Whatsapp chat, no one has a clue what's going on and I'm getting to the end of my tether. My current contract isn't up until March 1st and despite the email clearly stating, the same package and less hassle. I've ended up with neither!! I have all the emails saved so can add pictures as proof if needed. Please can someone help me so I can get this sorted?! Rob Bell [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]
Retention offer, what a joke
today i wanted to discuss my account as im on 60mpbs - now costing me £41 pm so retentions offered me 126mbbs for 28pm. I was thinking this must be a bad joke - I have been a customer for 21 years, come on Virgin media please offer me something better than that. do I really have to actually go through with a full Cancellation this time or is it not worth the effort?Contract Renewal
So I spoke to Virgin regarding my broadband and TV package a few weeks ago who offered me a deal to renew which at the time I was a little more than I was currently paying and in the current climate, said I wasn’t happy with it so I will check deals elsewhere. However I have now called back to check what options there are for renewal and told that the best option is nearly £30 more expensive and a lesser package and the best option is to wait for the disconnection team to call me back? how is this any kind of customer service, I’ve been with Virgin nearly 8 years and I’m shocked at how disinterested the team are!!