Thread: Virgin Media: Advice please

Morning,

I've been with Virgin(on the ridiculous ) for just over a year and was on an introductory offer so I was expecting my bill to rise but when it shot up from £17 to £24 a month I decided to cancel, which was accepted.

Two days later, customer retentions called and offered me a new deal of just over £20 a month which I accepted.

Last Saturday I get the new contract, £23.50 a month so I rang retentions and the woman says the original phone call and details weren't properly logged so she couldn't tell me more but promised to email the 1st guy I spoke to and get him to ring me yesterday.

Guess what, no phone call and I stayed in all day waiting

I'm going to email a complaint to them today but is it better to follow this up with a "hard copy" by snail mail.

I know it's only a small increase but as I'm on benefits and the internet is my lifeline, I feel trapped. There is no BT line in my flat so I'm stuck.

Any help appreciated.


fox

You should never ever ever deal with these kinds of companies on the phone without recording your calls.
Both of these calls would be good evidence. The first relating to the contract and the second relating to their error. It is quite possible that both of these conversations will be denied.

You should certainly email them and copy in a letter confirmimng both conversations which you had on the phone.
Did you take the names of the people you spoke to?

Good and bad news there. The first call was received on my mobile??? Strange as they have my landline No.
I didn't record the first call but I did the second. All the girl said was that the guy hadn't updated the file with the new info so she couldn't find out what had gone wrong.
She also went on to say that she didn't know how that deal could have been offered as she couldn't find it on her system.

I do have the names

Here's the odd bit. On the VM website, standalone large broadband is £20 per month but in the new contract it is £25(before discounts)

I was told(in the unrecorded call) VM are upgrading everyone on the medium broadband to large without telling anyone and then stopping the medium service

confused???

fox

Hi all,
Update.
I emailed my complaint to VM on 3/3 followed by the same letter by post.
Rang VM on 7th (recorded call) complaining that no-one had got back to me. the lady I spoke to said she would email the bloke I spoke to first but also copy it to his boss. she also told him to ring me. I'll give you one guess as to whether he did so.
Anyhoo, Yesterday morning a letter arrived from VM saying they have just looked at my complaint(a week after they got it) and someone would write in a few days. Later that day, a phone call.(recorded again) The lady(OR girl-she sounded very young) agreed totally with me and will add a credit each month to my bill to put me back into the position i should have been.

It was so easy. Why couldn't they have done that last week!!!

I'm now hoping they keep their word as I have the promise recorded

fox