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Virgin Media put up price twice!
theymademedoit
Posts: 72 Forumite
Hi,
I just wanted some views on the way I have been treated by Virgin Media recently.
We have been Telewest/Virgin customers for the last 10+ years and have been relatively happy with the service, until recently.
Whilst being with Virgin we have moved a few times and there has been no problem with getting the service into the new house, however the last time we moved they put the prices right up, as a result I called them and said that I would leave and use another provider. They offered me a discount which also increased my service and even decreased the bill.
12 months after this conversation we received a bill and it showed quite an increase in price, so we queried it and were told that we were on a 12 month intro offer and that had now expired. We were not told this at the time and had no letter confirming this. As we were not happy about paying more we were told that we would have to reduce our package to reduce the cost, so reluctantly we did.
2 weeks later we received another letter which said that according to a recent audit of accounts they have realised that they have put us on the wrong ‘code’ and that we have not been paying enough for our broadband. They have amended this and now we have been put on the ‘correct code’ and will now have to pay an additional £10 per month.
Obviously I called them and said the usual stuff such as “that’s not my problem and I will leave”, which didn’t do anything, she said that I will have to reduce my package further to bring the price down.
I am really not happy about this and I am not sure if there is even anything I can do about it.
Kind regards,
Al
I just wanted some views on the way I have been treated by Virgin Media recently.
We have been Telewest/Virgin customers for the last 10+ years and have been relatively happy with the service, until recently.
Whilst being with Virgin we have moved a few times and there has been no problem with getting the service into the new house, however the last time we moved they put the prices right up, as a result I called them and said that I would leave and use another provider. They offered me a discount which also increased my service and even decreased the bill.
12 months after this conversation we received a bill and it showed quite an increase in price, so we queried it and were told that we were on a 12 month intro offer and that had now expired. We were not told this at the time and had no letter confirming this. As we were not happy about paying more we were told that we would have to reduce our package to reduce the cost, so reluctantly we did.
2 weeks later we received another letter which said that according to a recent audit of accounts they have realised that they have put us on the wrong ‘code’ and that we have not been paying enough for our broadband. They have amended this and now we have been put on the ‘correct code’ and will now have to pay an additional £10 per month.
Obviously I called them and said the usual stuff such as “that’s not my problem and I will leave”, which didn’t do anything, she said that I will have to reduce my package further to bring the price down.
I am really not happy about this and I am not sure if there is even anything I can do about it.
Kind regards,
Al
0
Comments
-
You must have been on the them at the same time as me.
Studying the Virgin Media website, they seem to have upped their basic broadband package to 10meg from whatever it was. I'm on a Size M package which does not actually exist any more !!
I had a two for twenty quid bundle when I noticed they were advertising broadband for £4.50 about a year ago. Finally got them to reduce my bundle to £15.50 if I took a 12 month commitment.
That ran out on Jan 26. Rang them last month to say I wanted to continue, they said no problem .. just make sure the discount is still applied on your next bill. It wasn't. Rang them today and as that particular discount is no longer available they can't reapply it.. even though they said they would.
I notice that the two for twenty quid bundles are no longer available now so I don't even now if I can keep that. The cheapest bundle is £25.
I told them I was disconnecting and going somewhere else and they said ... "fine".
I have a funny feeling it's not the right time for companies like this to start playing hard ball with customers.0 -
kevin.nicholls wrote: »You must have been on the them at the same time as me.
Studying the Virgin Media website, they seem to have upped their basic broadband package to 10meg from whatever it was. I'm on a Size M package which does not actually exist any more !!
I had a two for twenty quid bundle when I noticed they were advertising broadband for £4.50 about a year ago. Finally got them to reduce my bundle to £15.50 if I took a 12 month commitment.
That ran out on Jan 26. Rang them last month to say I wanted to continue, they said no problem .. just make sure the discount is still applied on your next bill. It wasn't. Rang them today and as that particular discount is no longer available they can't reapply it.. even though they said they would.
I notice that the two for twenty quid bundles are no longer available now so I don't even now if I can keep that. The cheapest bundle is £25.
I told them I was disconnecting and going somewhere else and they said ... "fine".
I have a funny feeling it's not the right time for companies like this to start playing hard ball with customers.
It sounds exactly like my problem.
I have stumbled on this thread and it seems to say that Virgin will offer their new packages to existing customers.
I think I need to speak to them again.
Its difficult actually speaking to them with out wanting to smash my lounge up.
LOL
http://www.avforums.com/forums/virgin-media/936327-we-hear-you-vm-now-recognise-customer-loyalty.html0
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