Virgin Media Retention thread

echo

make sure they stick 2 the deal cos 9/10 they mess up.u can get the person's name when u ring them up but it's not guaranteed they will put the notes of ne discounts on ur account.u ring back ( 2 query the bill when u receive it) and they no nowt abt it and if ur unlucky u virtually get called a liar.ask 4 a call from the person who gave u the discounts and wait and wait and wait-this is after u've already spoken 2 3 other people.

swebb

swebb wrote:

Further to my post above...

I checked my bank account on line last night and saw that £37.99 had gone out of the account from NTL!!! Should have been half that following the phone call I made earlier this month. So I phoned this morning at about 8.15 and spoke to some guy who was not helpful at all and was talking over me most of the time - great customer service. He had no notes of the offer being extended and said I had to speak to Retentions at 09.00 (when they open). So I phoned back and got through to them. Firstly I asked them how someone not in Retentions can make me the previous offer - to which the answer was unknown. Retentions shut at 5pm, so my previous post above re ring a little before 8.00 to get the best offer, now makes no sense. ONLY Retentions can make any offer apparently.

Anyway, I explained the background and what I was expecting. Basically I'M NOW ON THE 10MB service - yes 10mb. News to me. I also didn't think this came into effect until next year. Obviously not the case then. I was given 2 choices. Either go back to 3mb for 3 months half price or have the 10mb free for a month. The 10mb is £37.99, but will reduce to £34.99 in 'early January'. I took the free month, mainly to see exactly how good the 10mb is (loads of other stuff in as well e.g. a mass amount of gb usage a month (can't remember what now, but more than double what NTL normally offer)). My plan is to ring in a few months and try to see what can be offered then. With the 10mb I would imagine that NTL aren't going to give too many offers yet.

Hope this helps someone.

More progress...

I rang Retentions today as my 3 months were up. After 15mins I got through (free phone number). I spoke to this guy who said 10mb is now £34.99 instead of £37.99. I said I've seen cheaper and want to review my price. He said if I have other NTL packages e.g. phone they can do an offer. Just broadband = £34.99. I mentioned about my previous offer i.e. 3 months half price and he said 'Oh fine. There will already be a code so I'll apply that to your account."

I'll check my direct debit next month and see what happens...

echo

swebb.i was told the other day that the cause of my problems was the fact that i've bin given discounts.total amateurs.

talk abt incompetence.had call barring put on a cuple of weeks ago.went 2 use the fone ( sat nite when nobody's there) and it wudn't let me.rang faults ( it lets u ring them and 999) on Sun and was told it was the pin and had 2 ring CS on the Mon.i did @ 9am and the guy asked me if i'd been doing it right.just told him no i tried once and gave up-decided i didn't need 2 use the fone!!!!!!!!!!!!!!.he offered to change the pin ( even tho there was nowt wrong with it) or take it off.decided on the latter.mayb we need an MSE support group....

superjaggybunnet

After reading this I contacted NTL and they immediately reduced my bill by £8.50 a month.

I asked for confirmation that this was indefinite and was told yes! £102 per year saved for the cost of a call and NTL even paid for that as well as it was a freephone number. Woohoo!!

kinc

Recently got BB connection cut from £25 pm to half price for a year, result, until the bill came in they'd charged me twice, back on the phone "oh, sorry will credit your account" etc , also noticed half price offer was for 3 months not 12.

As has been pointed out get name of person who is dealing with you.
I use ntlhell.co.uk for serious problems (not affliated with site) ntl employees post on their forum.

arielcohen

ntl offered me 10mb broadband, tu24 and the family pack tv channel for £30 a month as ive been with them for about 8 years already wiithout any upgrades. well i was happy with that offer- but was unsure if theyd keep to it so i phone up a few days later to confirm the offer, all went well. got my first bill and it seems that there over charging, phone up ntl and the person in retentions told me its not possible that you got that deal and that we could never honour it, told him to look in the notes to see that i was offered it, he looked and said all he could see was that i phone up before querying if i had got the offer. there wasnt evn a manager there that i could talk to. i havent yet got the broadband part of the bill, as i think they are sent seperatly so when i do ill phone ntl and get this sorted.

darkvisor

Just spoke to brian at NTL to say that madasfish were doing BB upto 8MB for £11.99 a month and the answer i got was do you want to give 30 days notice from now

i have at the mo

Sky sports pack
NTL Phone
NTL Mb broadband

any suggestions on where to go as all i hear is that ntl tv is not on the same par as sky sports when interactive is being used

darkvisor

sorry forgot to mention i have the skysports on syy digital not ntl

also does anyone know if the NHS discount still applies to ntl phone
users

lkoky

I rang NTL saying I am leaving them as madasafish is doing 8Mb for 15.99, so the girl on line immediately offered me a a price match plus upgrade me to 10Mbot connection.

I used to be with NTL 2M BB, and I only been with them just 12 month.

Anyone know how I can confirm that I got the 10Mbit connection? I tried a few online site speed test most of them said my connection is 4600Kbit, not even half the promised speed.

I am a bit worry as I am ina shared house where the guy next room also has NTL BB connection so...

Lady_K

I think from what I remember when you get a speed upgrade you don't actually get it until you close down the comp unplug the cableline (on modem)and then reconnect it then start pc up again. You can try it anyway