Unaware of Virgin media account...

LAEllis

Hi folks,

Have a strange situation here, i basically enquired about Virgin media BB only to be told we would need the phone line and would realistically get between 3-6mb. I said "its ok i dont want it as we have sky and it would be pointless switching for the same rates etc." Phone was put down and we parted ways.

Next day i get a call from a virgin media surveyor telling me we actually can get the full FO BB. Great nice, so i said what do i need to do to get the ball rolling, he said he'd come round look at the place and discuss it with me about how i want it done and so on, he asked for details so he could do a credit check etc and all was fine.

Anyway i missed his call the next day as i was at work and i called him back after telling him when i'd be free for him to come round and we agreed a time. Unfortunately something come up at work and i couldn't attend so i told him and he said we'd arrange some other time.
A week later and no phone call and i decided to call VM, they asked me for a password (which i didn't have) and said i had an account. It turns out he (the surveyor) set up an account for me, with a password, took a deposit fee and set an installation date without any acknowledgement from me or notice.
Can he do this? i was slightly annoyed at not being notified esp about the install date. I want the service in the long run but that's a bit cheeky right?

I also received the welcome pack the other day stating that i should sign and return the contract but there was no contract in the pack. My sinister mind is suggesting he has signed it 'for' me....

Do i have a legal contract?

jb66

You have 28 days after its installed to cancel, there is long wait to get installed if it requires a 2 man team. Sounds like guy did you a favour by provisionally booking you in so if you decide you want to move you won't have a long date. Also I presume the work required to give you service can't start till an install is scheduled.

http://shop.virginmedia.com/money-back-guarantee.html

LAEllis

speaking to the virgin media tech today, he said that staff are actively encouraged to say that the BB service is not available without the landline even if that's not the case. When i told him about my issue he said the reason the surveyor probably set it up quick was to get departmental commission but he wasnt sure.

How can a company like VM do stuff like this? what ever happened to acting within the best interests of your client/customer??? :S

spike7451

They don't get the commission unless the sale has gone thru & the customer is installed & active.The 'surveyor' is just a salesman & they have,in my experience when I was a NTL Installer who also did pre-install surveys,little or no knowledge about what goes into an install.
As JB states,they may have provisionally booked the install as since VM are doing little or no expansion,they have gotten rid of about 70% of the two man install crews,mainly concentrating on one man installs (reconnections) or additions to existing services.
The letter in the welcome pack is standard as we also carried the welcome packs in the vans to give out if needed & it's just an advisory.