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Virgin Media - 'double speed LIE'

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I'll keep this as short and detailed as possible.
Last August I upgraded our Virgin package... I specifically asked that if we upgraded our 10mb broadband to 60mb...would we still be entitled to the free upgrade (100mb) when it came to our street?
I was told yes. I 100% know this as that's the main reason that we upped our package.

Now I've just rang Virgin whilst in our 11th Month to be told 'oh..you've already been doubled back in august last year as part of your package'..."oh, well I wasn't told that" the lady then told me the most efficient way to get my complaint dealt with.... send a form online and she would escalate it which she did.

I have just got off the phone with a very abrupt and I'd say rude lady at Virgin in their complaints dept.

She started off on the firing line asking had they fulfilled their contract to me? ie my packages I'd taken out...which is a YES on all accounts...but that wasn't my complaint, my complaint was that I had been lied to by an employee of Virgin Media just to get the sale..... she acknowledged what I said then flatly ignored it....so then I asked her to listen to the call as we're all told "all calls are recorded for training and monitoring purposes" but she told me "may be used" but because it was 11 months ago they wouldn't have it anyway.......notice she didn't check?

so she tried to get me to go round in circles a few times and dodging my objections (assuming to get me wound up and hang the phone up) but I didn't and then she came out with "well as a gesture of good will, I will credit your account £30 and close this complaint".........I told her not to as she hadn't asked me if this was acceptable, just 'told' me.... then I said that it's a coincidence that Virgin dont have the phonecall because they're in the wrong but I bet if I was...they'd have it.
Anyway - I told her i'd like to escalate the complaint as she hadn't graspped the fact that I had been lied to over the phone by virgin - she said this complaint would go no higher than her so I thanked her for her time and explained I would be researching where to go now...

so...what do I do now?
I feel livid that I've paid 11 months of this contract...based on a lie. :(

Comments

  • Buzby
    Buzby Posts: 8,275 Forumite
    I've not been able to discern what you were expecting. I was on the 20Mb service and advised if I u/g to 30Mb, my speed would be doubled to 60Mb. It was done 3 months later at no cost. After 4 months I fancied 100Mb, which you can get for £7.50pm extra. After 3 months of not using it to the full, I dropped back to 60Mb.

    Your service contracts is fulfilled when service is provided - speeds are tariff based so irrelevant to anything except the cost.

    Where's the lie?
  • Buzby wrote: »
    I've not been able to discern what you were expecting. I was on the 20Mb service and advised if I u/g to 30Mb, my speed would be doubled to 60Mb. It was done 3 months later at no cost. After 4 months I fancied 100Mb, which you can get for £7.50pm extra. After 3 months of not using it to the full, I dropped back to 60Mb.

    Your service contracts is fulfilled when service is provided - speeds are tariff based so irrelevant to anything except the cost.

    Where's the lie?

    The lie is that he was told he would be upgraded to 100Mb for free, that did not happen, hence the lie

    If the OP has been lied to and messed about then cancel asap and look for another provider
  • Buzby
    Buzby Posts: 8,275 Forumite
    Er - you are not charged for upgrading. You pay for the final speed you get, but down a tier if the speed upgrade has not taken place. An existing 50Mb user only gets the doubling to 100Mb - not any other speed.

    Cancelling just forces an early termination fee.
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