Advice urgently needed regarding Virgin Media

Ali_baby

Hiya everyone,
Im hoping that somebody could give me some sound advice before i totally lose the plot with this company!
The package i had with virgin included; TV-XL, BB-L = 10mb, phone-M = free weekend calls. Some months i was paying £87.** which they put down to using the phone!
Right so anyway i phoned virgin and told them i was going to leave as Sky had given me a deal that included 6 entertainment packs, Sports & Movies, BB, Free evening and weekend phone package for £59 and that also included line rental.
The guy from VM said that he could give me a better deal, the package i already had with movies and sport for £66.** including line rental.
He bombarded me with all these figures and was going ten to the dozen so i ended up agreeing to it!
The next day i went into VM online to have a look at my VStuff to only notice that it had gone, because i thought all my files would be safe on there i had put my photos of my mum who had passed away 15 yrs ago, as you can imagine i was inconsolable and phoned VM to tell them what had happenned, all i got was an advisor telling me that i had agreed to a lesser BB package and that was why my VStuff was taken away, i tried explaining that i had not accepted a smaller package as had i known there was no way i would of gone ahead with it but she was adamant that nothing could be done so eventually i hung up on her.
I wrote them an e-mail complaining so eventually a guy phoned me to say that if i paid more money to have the BB package upgraded i would get my VStuff back and more than likely my photos would still be there and also he offered me a wireless unit or whatever its called for free, i told him i didnt want it as i only have the 1 pc in the living room but he said if i didnt need it i could give it away! So i took it.
I hope your keeping up with me!:(
Later on i went back online to have a look at my VSuff only to find all my photos gone, i am so upset i dont know what to do or who i can turn to, to sort this out. I do not speak to my family so there is no way of me ever getting those photos back. Knowing that i will never be able to look at my mums face again is breaking my heart.
To add insult to injury, i have just received my monthly bill and they want £200.00 from me, and £100 of that is for the wireless unit that they said was free.
If anyone could give me some advice on what i could or should do would be gratefully received. I have until the 25th july to cancel this order so understandably i need to sort this quickly.
Thankyou.

sephrenia

From the sounds of it, the guy who said that you could get the pictures of your mum back only said it in order to meet his own sales quota and actually mis-sold you that package with the router i.e, gave you the impression that all facilities would be restored intact and as they were before they were cancelled.

Under that circumstance you can cancel and dispute the charges as part of a wider misrepresentation which is somewhere in their Terms and Conditions. By that I mean, the guy said you would probably get all your stuff back as long as you paid more money to the company for a service you had previously downgraded, thereby making the company more money and yet, not delivering what was described.

I used the same rule to dispute a charge they'd made to my account and they backed down over it.

I'm sorry I can't be of more help and I'm sorry you lost your pictures of your mum. I hope someone else will come along with more advice soon.

((((HUGS))))

Seph
xxxx

Ali_baby

Hiya seph,
Thankyou so much for the advice and the kindness that you have shown.
I think i'll write to their head office as i am not very good at talking with people over the phone, which is how i got myself into this mess in the first place!
Thankyou
Alison XXXX

Ali_baby

If anybody else out there that could shed some light on the situation, any advice would be gratefully received!
Thanks again
XxX

hansi

Ali_baby wrote: »

Hiya everyone,
Im hoping that somebody could give me some sound advice before i totally lose the plot with this company!
The package i had with virgin included; TV-XL, BB-L = 10mb, phone-M = free weekend calls. Some months i was paying £87.** which they put down to using the phone!
Right so anyway i phoned virgin and told them i was going to leave as Sky had given me a deal that included 6 entertainment packs, Sports & Movies, BB, Free evening and weekend phone package for £59 and that also included line rental.
The guy from VM said that he could give me a better deal, the package i already had with movies and sport for £66.** including line rental.
He bombarded me with all these figures and was going ten to the dozen so i ended up agreeing to it!
The next day i went into VM online to have a look at my VStuff to only notice that it had gone, because i thought all my files would be safe on there i had put my photos of my mum who had passed away 15 yrs ago, as you can imagine i was inconsolable and phoned VM to tell them what had happenned, all i got was an advisor telling me that i had agreed to a lesser BB package and that was why my VStuff was taken away, i tried explaining that i had not accepted a smaller package as had i known there was no way i would of gone ahead with it but she was adamant that nothing could be done so eventually i hung up on her.
I wrote them an e-mail complaining so eventually a guy phoned me to say that if i paid more money to have the BB package upgraded i would get my VStuff back and more than likely my photos would still be there and also he offered me a wireless unit or whatever its called for free, i told him i didnt want it as i only have the 1 pc in the living room but he said if i didnt need it i could give it away! So i took it.
I hope your keeping up with me!:(
Later on i went back online to have a look at my VSuff only to find all my photos gone, i am so upset i dont know what to do or who i can turn to, to sort this out. I do not speak to my family so there is no way of me ever getting those photos back. Knowing that i will never be able to look at my mums face again is breaking my heart.
To add insult to injury, i have just received my monthly bill and they want £200.00 from me, and £100 of that is for the wireless unit that they said was free.
If anyone could give me some advice on what i could or should do would be gratefully received. I have until the 25th july to cancel this order so understandably i need to sort this quickly.
Thankyou.

I know this won't help your current situation but I would never use online storage. Maybe it would have been a good idea to put all your photos on a memory stick, DVD or external hard drive. Sorry to hear about your situation, hope you get it sorted out.

phil12345_2

I had an issue with VM where I was quoted a price over the phone, then they were charging me £10 more per month from the bill. Phoning customer services got me nowhere, so I used their online complaint form mainly to give me the chance to state clearly and coherently why I was unhappy with the service and what I wanted them to do about it.

To my surprise I got an email back within the promised time (I think 48hrs) and managed to get everything resolved.

All the information you need is here, including a link to the complaint form and their code of practise
virginmedia.com/myvirginmedia/contact/complaint-feedback
(sorry, forum wouldn't let me post the actual link)

Hope that helps
Phil

bairn7

Sorry to hear of your situation.

I would second the suggestion to try the virgin claim form. I've had two complaints in the past and have use the complaint form on both occaisions. Both times I had a call from virgin within 24 hours and they seemed to bend over backwards to resolve my problem. I had previously gotten nowhere with several calls to their customer service number.

Hope you get things sorted.

Ali_baby

Thanks to everyone whose taken the time to write back with there advice.
After i had hung up the phone after talking to a customer service advisor i filled in an online form and the next day thats when the guy called me saying that if i paid for the BB upgrade my photos would more than likely still be there, and thats when he offered me the wireless thing for free! I just got my monthly bill through by e-mail and they want £200 and £100 of that is for the wireless unit that he said would be free! I feel like im being conned and being made a total fool.
I dont like talking on the phone cos i get all confused and end up getting so frustrated and tearful. Im at the end of my tether with them and the thought of phoning them is making my tummy churn.
Thanks again for the advice and the care that all of you have shown, i wish there was more people like you! XX