Virgin Package scam

compo24

Hi,

Just a warning to all long term Virgin media customers.

As a very long term Virgin customer (ie/ Cable Northwest times) I rang them after my current contract ran out. I asked them to put me onto a phone and broadband service only. The tv service in the last 6 months or so has been terrible, picture locking up, remote not working on box and constant price hikes. I called an engineer when the box kept locking up and when he came he just said that it was an over-utilisation issue in the area and if i called them again it would incurr a call out charge!!

I agreed a package price with the sales advisor of £44 for 60mb broadband phone line and 24/7 local calls. A couple of weeks later I went onto the offers page online for existing customers and was told i could upgrade to 100MB broadband for an extra £7.50 pm. I signed up online through my existing account for the change. The morning after it went to 100mb.

HOWEVER:

When i got my online bill I was charged £95 for the package plus £30 to alter the service and renew my contract??

I was told on ringing to complain that if existing customers upgrade their package to one of the offers then all existing loyalty discounts are removed from your account and you have to pay the full package price.

VirginMedia are ripping off existing loyal customers to pay for all these cheap deals for new customers. They advertise that existing customers can get the same deals but that is NOT TRUE.

New customers get 2x boxes, half price for 6 months and free installation. I was told that if i wanted a Tivo box & second box I had to pay £80 installation even though I already had the services in!!, no 6 month half price and no upgrade on the broadband from 30MB.

Virginmedia are liars and conmen who couldn't give a toss about loyalty. Beware: if you upgrade online you are restarting your 18 month contract with them and it is definately NOT "the price you see is the price you pay!":mad:

Andy

visidigi

You should read what you are signing up to more carefully, my online VM account warns me loyalty discounts are removed if upgraded online.

If you want what new customers get go through the thinking of leaving option, and ask for it - if they refuse cancel and you WILL get offered it.

Like I say, unless you're on a completely different website to me then this is as clear as day to those who read it.

compo24

That was not what it said... the actual term used was "Extra £7.50 added to your EXISTING package". It also stated on the site that they would email back a price before going ahead with the upgrade. They did not do this, probably because if they give the real price they would have been told where to go. Even the accounts girl I rang couldn't work out how they got to the price they did!

This is about a so called "Loyalty discount"... what possible reason can there be to nearly double the price of your package by removing discounts for buying EXTRA off them... that's the point and not giving loyal customers the same deals as they advertise that they do.

"Upgrade from 60Mb to up to 100Mb

• Increase your speed to up to 100Mb
• An extra free boost to 120Mb when your area's ready

Get all this from just £7.50 more a month"


"We love treating our customers, so we've put together some great offers for you. The prices here are just guides - pick what you like and we'll contact you in the next 48 hours to confirm your order and price (either by email or a call if we need more info). We'll give you the best price we can based on the mix of services in your package."


This has just been taken from the upgrade page. Nowhere on this page or when you place the order does it say about discounts being cancelled. Hence my warning to customers.

visidigi

compo24 wrote: »

That was not what it said... the actual term used was "Extra £7.50 added to your EXISTING package".

"Upgrade from 60Mb to up to 100Mb

• Increase your speed to up to 100Mb
• An extra free boost to 120Mb when your area's ready

Get all this from just £7.50 more a month"

Rather than argue your points lets just go with this...Your warning customers when you even quote that it says the word from not is?

compo24

No. When i confirmed the order it stated £7.50 not £51 which it ended up being. No mention of removing discounts, no email to confirm price and does not match package prices to give existing customers same prices as new ones as per their adverts.

You want to defend the word "From" then i suggest you inform all the people on Virgin's own forums that are complaining of the same problem. Don't defend one term and forget everything else. I'm not the only one to raise this matter. Their main pledge is to give the same deals and they don't. Try to defend it how you want, there are many who would disagree with you.

albionrovers

Quite, but 'From' will stand up in a court of law any day of the week. You do have my sympathies though.