Virgin Broadband Billing - Yet more stress!

bairn7

Why doesn't changing a package with Virgin ever go smoothly!!? :mad:

Latest saga, I called a few weeks ago (8 March) to enquire about broadband (the house already has TV and Phone). I was told it would be £25 a month which was more than I had hoped to pay so I was swithering. I didn't really have a choice because we do not have a bt line, I grudgingly, I called the sales team to add broadband. We already had broadband before so I didn't need an install or anything like that.

I was pleasantly surprised when I ordered, to be told that my first 2 months will be free. I was told this without prompting or trying to negotiate any discount and I wasn't expecting it. Nevertheless, I was happy.

Surprise surprise, first bill and no free broadband! So I call up customer services, only to be told that there was no such offer at the time I took out broadband (8 March)!! To add insult to injury, my recent bill has an advert at the bottom for, yep, free bb for 2 months if I add it to my package!! :mad:

I was promised a call back from a manager last night. Needless to say no callback occurred.

So I'm going to have to take god knows how long out of my day today to speak to them to try to get it sorted out. Does anyone know when the 2 months free broadband offer started? And is it possible to ask for a recording of the sales conversation to prove that was what I was offered?

Thanks guys

jem16

bairn7 wrote: »

Does anyone know when the 2 months free broadband offer started?

It was definitely there on 17th January when I was renegotiating my BB deal.

And is it possible to ask for a recording of the sales conversation to prove that was what I was offered?

You can ask and you are entitled to it. However whether they have it is a different matter.

My son had similar problems with a deal he was offered that they then went back on - complaints dept could/would do nothing other than put him back on what he was on.

bairn7

Spoke again to india, all I'm being told is that the notes say that my bill will increase by £12.50 p/m but no mention of the first 2 months free....aaargh! I asked to speak to a manager who gave his name as 'twinkle' (wth!?) who said the same thing.

I know I'm not lying and I'm being made to feel like I am!! I have a detailed note about what was discussed with the original salesperson (I've learned to do this after Virgin repeatedly mucked up other offers). But apparently even this is not enough. What else can we as customers do to ensure that we are given the things we have been promised!!? If the recordings of the conversation aren't available, its our word against the salesperson and Virgin will never budge from what the salesperson wrote in his/her notes on the file.

Its only £25 but its the principle!! Is a letter the next thing to do? Is there any likelihood of success here or would I be wasting my time putting it in writing?

Thanks

bairn7

Just to update, this has been resolved.

Sent a complaint via their online complaint form and got a telephone call within 2 hours apologising profusely and applying the £25 credit to my account. Incidentally, this was the first time speaking to someone in the UK.

Very impressed with this turnaround