Virgin Media package changes

Badger_Lady

Hia,

No real emotion attached to this because I did resolve it in the end... perhaps a relevant warning to anyone else though!

I've been a customer of Virgin Media for a little over two years and have:

• Telephone size M
• Television thrown in for free (size M)
• An additional television with V+
• Broadband - don't ask me what size

Total is £34 a month.

Anyway, in November I had a call offering me two months upgrade to XL television for free and with no strings... in fact, because V+ is free on an XL package, it would be £5 a month cheaper overall. I checked before agreeing that I would be able to cancel after two months.

So yesterday I called up to cancel, asking to revert back to television size M, because the next bill was due to be just over £50!

The lady who finally answered (my phone isn't touch-tone so I have to listen to all the options twice before it'll go anywhere) agreed to change my package but said my new price would be £42 per month. I told her this couldn't be right and to check my old bills, but she was quite firm so I agreed and asked her to make the change.

Well, immediately after hanging up the phone, I dug up some old bills and compared them to the new one. The problem was quite complicated, but basically:

- The package I'd originally signed up to was a reduced "bundle" rate, which shows on the bill as "discount -£8.00". The woman on the phone was reducing my television size but not applying this discount.

Well, I phoned again (listened to all the options twice) and explained this to a chap who sorted it all out for me... but if I hadn't been savvy enough to do that I would have been signed up to an extra £8.00 a month for goodness knows how long, for no extra benefits at all.

So watch out, guys! Check all your information before you agree to anything