Beware of Virgin Media changing things!!

spike7451

I_know_my_ABC_and_my_CMYK wrote: »

The engineer that changed my brothers didn't have access to his account, he phoned it through. He was there changing a faulty box.

And I'm saying I doubt very much that it was the engineer who upgraded your brothers account,the engineer has to call the office to get the card & the box paired,the recording activated & the box removed from his van stock account & added to the customers account in place of the faulty box.
The engineer may suggest the package you are on isn't the right one & generate a 'sales lead' to be followed up, (I have done that in the past) but we didn't get paid for it as it wasn't our job.

Superbiatch

Did you find out if you are back on a rolling contract? The email doesnt seem to mention that.

23n1th

custardy wrote: »

what would an engineer get out of changing someones package?
having had VM out many times for various reasons,Ive yet to have any form of sell from an engineer

I don't know maybe as has been said they get a commission, however I'm pretty sure the OP didn't just make it up and has been told by CS it was the engineer. It would also appear from the OP there was no "sell" either. The OP certainly didn't ask for the upgrade and the only contact was the engineer, who else could it be under those circumstances?

hoyles10

To answer peoples questions:

1) Yes we are back on a rolling contract.

2) I included the email in the complaint I have sent about the situation so they will be able to see how poorly written it is although I added that he was very helpful to speak to

3) The only contact we had were with the person we spoke to when we reported the fault and the engineer that came out to us, so one of them has done it. I suspect it was something the engineer has done and it was confirmed by VM customer service that the upgrade was due to the information the engineer passed on. We certainly didn't ask or agree to be put on a different package and tied in to another 12 month contract.

I've just been looking at the contract they sent us and the monthly service charged has gone up to £95.05.

Everything is back to the way it was as we were also still under the 7 days 'right to cancel' and the whole situation is being looked into by their complaints department.

custardy

23n1th wrote: »

I don't know maybe as has been said they get a commission, however I'm pretty sure the OP didn't just make it up and has been told by CS it was the engineer. It would also appear from the OP there was no "sell" either. The OP certainly didn't ask for the upgrade and the only contact was the engineer, who else could it be under those circumstances?

and Ive known CS depts who will happily blame any other dept they can
its the easiest way to get someone off the phone

I_know_my_ABC_and_my_CMYK

spike7451 wrote: »

And I'm saying I doubt very much that it was the engineer who upgraded your brothers account,the engineer has to call the office to get the card & the box paired,the recording activated & the box removed from his van stock account & added to the customers account in place of the faulty box.
The engineer may suggest the package you are on isn't the right one & generate a 'sales lead' to be followed up, (I have done that in the past) but we didn't get paid for it as it wasn't our job.

exactly!

sorry I didn't make it clearer

spike7451

hoyles10 wrote: »

To answer peoples questions:

1) Yes we are back on a rolling contract.

2) I included the email in the complaint I have sent about the situation so they will be able to see how poorly written it is although I added that he was very helpful to speak to

3) The only contact we had were with the person we spoke to when we reported the fault and the engineer that came out to us, so one of them has done it. I suspect it was something the engineer has done and it was confirmed by VM customer service that the upgrade was due to the information the engineer passed on. We certainly didn't ask or agree to be put on a different package and tied in to another 12 month contract.

I've just been looking at the contract they sent us and the monthly service charged has gone up to £95.05.

Everything is back to the way it was as we were also still under the 7 days 'right to cancel' and the whole situation is being looked into by their complaints department.

Engineers CANNOT change or do anything on a customers account.When we call thru to Dispatch to close a job down or to swap a box out,the information that is passed on is the customers phone number,the box details of the one removed & the replacement & the fault number.Having been an NT/VM engineer myself,I can say with 99% certainty that it is NOT something the engineer has done...Anyway,what has happened here is classed as gross misconduct so the person who has done this is covering there backside by blaming the engineer. (As someone tried to do to me!)

hoyles10

Ok it may well be someone covering their backside and blaming the engineer, I am just going on what I was told by VM that it was the engineer.

Hopefully they will find out whoever has done it and discipline them as they see fit. I do wonder how many more people have had their package changed but aren't aware of it.

23n1th

custardy wrote: »

and Ive known CS depts who will happily blame any other dept they can
its the easiest way to get someone off the phone

Like I said the only contact was the engineer and I know virgin media don't just upgrade you.

The point is moot though since the facts in this case as provided by the OP are that it was the engineer no matter whether you like it or not.