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Beware of Virgin Media changing things!!
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hoyles10
Posts: 1,283 Forumite
We had a Virgin Media engineer out last week to replace our V+ box which I praised with the speed it had all been done.
Whilst the engineer was tuning the new box in he told us that we were on a old telephone code on his system and he just needed to change it to a new one. We didn't think anything of it until today.
We have received some paperwork from Virgin Media including a new 12 month contract and our broadband package had been upgraded to the XL package from the L.
At no point did the engineer tell us that we would be put into a further 12 month contract neither did he tell us that he was changing our broadband package.
I normally ask if things like this would make any changes to our package but he just made out the he needed to change the code fo their systems.
Whilst the engineer was tuning the new box in he told us that we were on a old telephone code on his system and he just needed to change it to a new one. We didn't think anything of it until today.
We have received some paperwork from Virgin Media including a new 12 month contract and our broadband package had been upgraded to the XL package from the L.
At no point did the engineer tell us that we would be put into a further 12 month contract neither did he tell us that he was changing our broadband package.
I normally ask if things like this would make any changes to our package but he just made out the he needed to change the code fo their systems.
If At First You Don't Succeed, Call It Version 1.0 
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Comments
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We had a Virgin Media engineer out last week to replace our V+ box which I praised with the speed it had all been done.
Whilst the engineer was tuning the new box in he told us that we were on a old telephone code on his system and he just needed to change it to a new one. We didn't think anything of it until today.
We have received some paperwork from Virgin Media including a new 12 month contract and our broadband package had been upgraded to the XL package from the L.
At no point did the engineer tell us that we would be put into a further 12 month contract neither did he tell us that he was changing our broadband package.
I normally ask if things like this would make any changes to our package but he just made out the he needed to change the code fo their systems.
an engineer wouldnt be changing your contract terms
why was your V+ box being changed?0 -
The V+ Box was being changed because it stopped working. I've just been on the phone to customer services who told us that the package was changed by the engineer who visited us.If At First You Don't Succeed, Call It Version 1.00
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The V+ Box was being changed because it stopped working. I've just been on the phone to customer services who told us that the package was changed by the engineer who visited us.
and what are CS saying?
sounds like an error on input/software
why would an engineer have any interest in your contract?0 -
Because it sounds like they're on commission or a bonus scheme to get people to upgrade their services.
CS Told us that the engineer passed our details on to change our package for our telephone and internet, this was done and the new contract was sent to us.If At First You Don't Succeed, Call It Version 1.00 -
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In fact here's the email we've just received from them:
From: Malik, Shakil <[EMAIL="Shakil.Malik@virginmedia.co.uk"]Shakil.Malik@virginmedia.co.uk[/EMAIL]>
Date: Tue, May 17, 2011 at 1:20 PM
Subject: confirmation email from virgin media
To:*********
hi, my names shakil i'm a customer relations advisor from virgin media, i have been dealing with your call today in which you rang up unhappy that an engineer had changed your package without consulting you regarding any contract which you were not happy with as did not want to be tied in any contract status, so after discussing this with you on the call, i have put you back onto your old package which was e/w calls and the l bb which is 10 meg without any contract obligation, so this would role on as normal just as before.
virgin media
customer relations
If At First You Don't Succeed, Call It Version 1.00 -
The email isn't the most professional from a customer service agent i've ever received either.If At First You Don't Succeed, Call It Version 1.00
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Thanks hoyles10, for the warning. Glad you got things sorted out without too much hassle - though it shouldn't have happened in the first place of course!0
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VM engineer changed my brothers package to xl TV with some free calls and 50 Meg broadband.Virgin Media customer service have told us that the package was changed on the advice of the engineer who visited us.
I was there at the time. The engineer phoned it through on his mobile whilst at the house.Wow, I got 3 *, when did that happen :j:T:p
It is not illegal to open another persons mail unless you intend to commit fraud - this is frequently incorrectly posted
I live in my head - I find it's safer there:p
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