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  • FIRST POST
    • stevo1time
    • By stevo1time 16th Jun 17, 2:42 PM
    • 2Posts
    • 0Thanks
    stevo1time
    Virgin Media are purposefully giving out incorrect information on phone deals
    • #1
    • 16th Jun 17, 2:42 PM
    Virgin Media are purposefully giving out incorrect information on phone deals 16th Jun 17 at 2:42 PM
    This is just an FYI, but we agreed a new customer deal over the phone. A deal which is not listed on their website. We spent over an hour haggling and quoting to them what we currently get from SKY. In the end we agreed to a very good deal and proceeded to set an installation date. We had the customer service agent go over what we would get in this deal THREE times and wrote it all down.

    Two weeks later we receive an email from VM to setup our online account and discover that our package details are different to that which we agreed to over the phone. We call back and proceed to talk for over an hour about how we had already agreed to a deal but they weren't budging and said they simply can not honour the deal we had been given. They tried to quote us new deals but we stated that the only reason we agreed to go forward was because of the original deal we were quoted. We cancelled the install.

    We trawled the forums at virgin only to discover the same thing has happened to many others both new customers and retention's. I would recommend that you record your conversations when on the phone with VM so that you have some recourse for action.

    The point: Virgin Media customer service agents are purposefully giving people incorrect information in order to seal the deal there and then on the phone and set an installation date and then changing it after the fact. This is unacceptable behaviour and it needs to be outed.
Page 1
    • Ian011
    • By Ian011 16th Jun 17, 7:59 PM
    • 1,670 Posts
    • 930 Thanks
    Ian011
    • #2
    • 16th Jun 17, 7:59 PM
    • #2
    • 16th Jun 17, 7:59 PM
    If you have the recording, and paperwork that does not match what was said, present it to some consumer-oriented TV show for broadcast.
    • Moneyineptitude
    • By Moneyineptitude 16th Jun 17, 9:59 PM
    • 18,744 Posts
    • 8,916 Thanks
    Moneyineptitude
    • #3
    • 16th Jun 17, 9:59 PM
    • #3
    • 16th Jun 17, 9:59 PM
    Virgin Media customer service agents are purposefully giving people incorrect information in order to seal the deal there and then on the phone and set an installation date and then changing it after the fact. This is unacceptable behaviour and it needs to be outed.
    Originally posted by stevo1time
    Your sweeping statement is based only on your own experience and alleged anecdotal evidence from an internet forum.

    Is it possible you misunderstood what you were offered (despite writing it all down)? You were sent details of your services and charges prior to installation to ensure there was no such confusion.

    Regardless, you didn't actually have the installation so have suffered no loss.
    • stevo1time
    • By stevo1time 16th Jun 17, 10:36 PM
    • 2 Posts
    • 0 Thanks
    stevo1time
    • #4
    • 16th Jun 17, 10:36 PM
    • #4
    • 16th Jun 17, 10:36 PM
    Is it possible you misunderstood what you were offered......
    Regardless, you didn't actually have the installation so have suffered no loss
    Absolutely not. We had the customer service agent reiterate every point of what we were being offered more than once. It was clear. I very much doubt that the claims of others via the VM forum are exaggerated. Why would they be?

    We have indeed suffered loss. We timed the deactivation of our old services to coincide with activation of the new one. We have now moved over to BT but we will have 9 days without broadband connection or premium TV. A significant inconvenience.

    This could well be rogue customer service agents embellishing deals to potential customers to meet personal sales targets. Nevertheless, VM did not seem concerned that one of their own had verbally agreed to a deal that they weren't prepared to honour. It's fraudulent.
    • AndyPK
    • By AndyPK 17th Jun 17, 8:40 AM
    • 2,070 Posts
    • 536 Thanks
    AndyPK
    • #5
    • 17th Jun 17, 8:40 AM
    • #5
    • 17th Jun 17, 8:40 AM
    It's far from unknown for virgin to do this.
    • Moneyineptitude
    • By Moneyineptitude 17th Jun 17, 4:15 PM
    • 18,744 Posts
    • 8,916 Thanks
    Moneyineptitude
    • #6
    • 17th Jun 17, 4:15 PM
    • #6
    • 17th Jun 17, 4:15 PM
    It's far from unknown for virgin to do this.
    Originally posted by AndyPK
    It certainly won't be part of any company policy, though. Staff who do this and are caught won't last long in the job.
    • donnac2558
    • By donnac2558 17th Jun 17, 4:23 PM
    • 2,242 Posts
    • 1,858 Thanks
    donnac2558
    • #7
    • 17th Jun 17, 4:23 PM
    • #7
    • 17th Jun 17, 4:23 PM
    There should be a recording of the conversation, ask them to go listen to that.
    • AndyPK
    • By AndyPK 17th Jun 17, 5:19 PM
    • 2,070 Posts
    • 536 Thanks
    AndyPK
    • #8
    • 17th Jun 17, 5:19 PM
    • #8
    • 17th Jun 17, 5:19 PM
    It certainly won't be part of any company policy, though. Staff who do this and are caught won't last long in the job.
    Originally posted by Moneyineptitude
    If that was the case, there wouldn't be many people working there.
    • Moneyineptitude
    • By Moneyineptitude 17th Jun 17, 6:28 PM
    • 18,744 Posts
    • 8,916 Thanks
    Moneyineptitude
    • #9
    • 17th Jun 17, 6:28 PM
    • #9
    • 17th Jun 17, 6:28 PM
    If that was the case, there wouldn't be many people working there.
    Originally posted by AndyPK
    That's a very sweeping accusation.. I'll leave it there I think.
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