NTL/VM Dispute

Intasun32

Due to an admin problem NTL kept sending incorrect invoices, this lasted for over nine months. For the inconvenience I was given a compensation credit package on my broadband account.

Recently I received a cold call from VM about a new set of packages on offer where I could add a telephone line to the broadband for an additional £2. This being £18 for BB and £2 for Telephone, package cost £20. I asked about my compensation and was informed that this will be deducted. I was given an additional account number for the phone, the BB account number remained the same.

Needless to say it all went wrong with the phone from day one, resulting in problems with the invoices for the phone line. Having been there before I cancelled the phone line as I was within the 30 day cancellation without penalty period. I was called two days later by a snotty sod who informed me that as I had cancelled the phone my compensation package was being withdrawn even though it has another 6 months to run.

My argument was that the package was indirectly linked to the BB account, which was still active, and not to any other package, also it was not rigid as it had been applied to the new package so it could revert back to it's original BB service. This was ignored.

I have sent a letter to VM doubting the validity of their decision to withdraw the compensation

Intasun32

I had sent a copy of my complaint to Mr Neil Berkett, the Virgin Media CEO at Media House in Hook and yesterday, yes Sunday afternoon, I got a phone call from Virgin Media. A very nice lady who told me that my letter had been faxed to the Manchester office from CEO office. She was very pleasant and helpful. I was informed that the compensation was reinstated and apologised for any inconvenience caused and said the matter was to be investigated ??? Sadly the damage had been done and I have decided to cancel VM BB but only after my new connection is up and running. :beer: