Virgin Media Retention thread

scotty1971

this is what mine says

Downstream Frequency

331000000 Hz

Upstream Frequency

29200000 Hz

i'm supposed to be on 10meg,this look ok,it's wireless i have

thanks in advance

scott

mutty_hc

hello,

i am wanting to upgrade my current package - BB M (2mb), TV M and Phone M to BB M (2mb - 10mb), TV XL and Phone L.

I think the price I would be paying for this would be about £45-50 if I just upgraded straight up (currently playing £22.5 p/m)

but I want to be paying more like £35-40 for this package.

What would be the best way to do this because I may want to threaten to cancel but currently I don't want to (unless I could get a significantly better offer at Sky that is - worth calling?)

just after some advice and hints and tips really, i've read alot of this thread but has anyone tried to get the above package and how much did you get it for?

cheers,

mutty.

rachel6188

i cant tell if im paying to much im currently on xl tv, 20mg bb and iv got the anywhere 200 call package and its costing me 66.50 and it seems extremely high prices to pay....i cvant lower the bb or tv aqnd without the call package our phone bills where 70 and 80 pounds worth of calls..
can anybody help??
tia rach.

Richard_MacRae

virgin media are complete and utter rubbish and full of lies(my opinion)

i have had that much trouble that back in march i emailed richard branson,he passed the email on and a head person at v/m called me direct,he then told me a manager would call,as promised she did call.

we worked out a great package and i got a v+ box free plus free rental,i already have one in my front room so this 2nd one went in the bedroom.

we got internet,tv package and phone it around £45 a month calls are extra.if we paid direct debit it be around £5 less

now we had to agree to stay another 12 months which we did.

this was all done over the phone and we never had to sign anything.

now we been wit hntl/virgin media around 4.5 years and each time we have renewed we have done it over the phone.

2-3 weeks ago we get a letter saying that they have not been charging us correct and we will have a new bill next due date with amended amout on it.i call up straight away to be told its now around £80 a month..

do what are you taking the P**s i ask them

i was told that any discount is overdue and has been removed.i explained that it was only march that we renewed for another 12 months so how can they do this,i was told that we never signed anythign and they never sent us a new contract out.

are they real or what,so every year we agree to take on another 12 months over the phone never once signed anything at all ever apart from when first joined up as ntl.

now cause it suits them then say tuff luck

i am so !!!!ed off about this

i have found the details of the woman i first spoke to after the email to mr branson,i am going to be calling her up tomorrow(monday)


virgin media arte complete and utter rubbish the customer service gets a thumbs down every time too.

not_loaded

I sympathise Richard. They have reneged on everything they’ve ever told me too.

I would be quite happy with 2meg if they would actually supply 2meg or close to it. The ‘traffic management’ they now apply to us cheapo customers (if only it were cheap!) on the bottom level means dismal performance, and I hardly use it. In early April I was told in writing of the amazing free upgrade to 10meg. At last! Goodbye to their choked dial-up speeds! (fat chance…)

In May, with no sign of the upgrade, they notified a general increase in prices across the board. In my case my monthly bill goes up 10% overall. When exactly did anyone here last get a 10% pay rise?

Here we are in June, paying 10% more with a reduction in service. When you phone them to complain they patently deny any choking of the 2meg. I really don’t like being treated so badly and being lied to.

As regards TV, about six months ago our TV picture deteriorated to snowy with an intermittent good picture. After many support calls and FOUR engineer visits they concluded it was the ‘bypass’ which they ‘no longer support’.

We’re longstanding customers and all the equipment connected is what ntl/Virgin Media supplied, and yet they at some time ‘stopped supporting it’. They haven’t stopped taking my money however. After writing to their service director, in compensation for the poor reception and dismal service they offered me better levels on TV and broadband, which I didn’t particularly want.

They went ahead and upgraded however, and in the post I got a Welcome Pack stating how great it was that I’d signed up for a new contract. They were supposedly compensating me for lousy service, but were actually setting up a new twelve-month run of payments that I’d be obliged to pay.

As I’m moving house soon, I phoned (several times of course!) to get written agreement that a twelve-month commitment had NOT been made by me. They then promptly removed the ‘compensatory’ upgrades, saying that unless I paid over £100 for Vplus, then I was stuck with the old defective equipment I’d got!

I asked them again to resolve the awful TV picture problem by installing Vplus free but they absolutely refused without £120/£140 (can’t remember exactly) and a twelve-month sign up. They’d then be getting more money in the bank each month, and the box back of course when we move away.

Answer: No.

Nose. Face. Spite.

pjvenner

I too was promised a free upgrade to 10mbps earlier this year.I never saw the speed increase - apparently it will be ready in my area at the end of July.

When I got my bill in June it had leapt from £13.81 to £20.15 - nearly a 50% jump. I phone VM and was told that the increase was for the "free" speed upgrade. They said they'd put me "back" on 2mbps but it the cheapest they could offer was £15 p/m, I wasn't aware of any new restrictions at this time so I accepted. I'd love to know just how much Virgin are making from the customers who just pay the ramped up charges without question!

Since then I have been suffering severe stuttering on sites like iplayer & youtube even though I could view them reasonably well before. I've run a dozen speed tests since then and I've recorded download speeds between 228 & 1862kbps with an average of around 500kbps. Surely this constitutes a breach of contract by VM?

How is it that Virgin are allowed to hold a monopoly on broadband supply to anyone without a BT line? The posts in this topic illustrate that they are abusing this position. It seems they have us over a barrel, is there anything that can be done about it? Would we be any better off with mobile broadband? They still have download limits but at least they're open about it, and usually they are twice as fast as VM's 2kbps service.

miller

colinw wrote: »

Rang them up and the deal I got was £14 for 6 months and the £18 for the other 6 months which I am reasonably happy with. I think £16 is OK for 10MB broadband.

I am in the "old M normal" 2MB at £10 boat coming to the end of the deal and faced with the similar "S heavily-traffic managed" 2MB option at £14.

The person I spoke too was really apologetic. I get the feeling they are embarrassed at the prices they are charging. They also tried to flog the useless phoneline as they do everytime we have this conversation (that is the whole point of having cable BB to avoid a useless phoneline).

However, I have to weigh up that in the 4 or so years I have had cable BB it has only gone down once, so I took the £17 @ 12 months (I assume £16 with the online billing discount) for 10MB. I do not want to experience problems with ADSL like this: http://forums.moneysavingexpert.com/showthread.html?t=1826623 life is too short!

freespirit

Do I just ring the customer help line, and ask for retentions dept? I need to call them tonight before 8pm, and can't seem to find a number,,,, d'oh!! Are the numbers mentioned at the start of this thread out of date?
______________
Ok, I got through to their regular 0845 no. and pressed 4 for leaving them.
Guy was very helpful, and they've sorted their mistake.I'm now back to paying the same cost that I was at my old address until they put me on the wrong bundle at my new address.
Very happy

belfastgirl23

This is very likely a stupid question :rolleyes: but I've been checking deals on the Virgin media website - you know the bundles etc here http://allyours.virginmedia.com/html/bundles/index.html I can't find anything to say whether these are available to existing customers and they read like they are for new customers. Does anyone know about this? Sorry would phone them but we all know how awful they are to deal with so I'm putting it off till I know for sure what I want

Also has anyone tried upgrading during the contract? I may have to upgrade my phone option at some stage... I'm just not sure of my needs at the minute.

I'd be really grateful for any advice.

MRT_2009

Just rang Virgin and threatened to leave and got a good deal!

Unfortunately this forum just wiped out my full essay which I had wrote in joy as to the offer I got but here it is:

* L BB
* L Telephone
* XL TV with FREE V+ HD box (installed and setup for free)
* Line rental

= £31.50 pm

Plus offered me one months free line rental or one months sky movies for free - I went for line rental as already member of love film.

Seems like a good deal and I am happy to stay for a further 12 months with them as a result as service has always been fab and customer service on phone b good too!:T