Moving from Sky to Virgin

Myrtle1

Virgin recently laid new cable in my road and with my disc contract with sky coming to an end thought that seems interesting.
A rep from Virgin knocked on my door and disc package for broadband/tv/phone was offered, incl latest Virgin V6 box, 200mb unlimited b/band,full house package for tv, and talk unlimited (taken for an extra cost).Total was was £44 ( £36 for tv/ b/band ,plus extra £8 for talk unlimited). Made some chks re info he gave and several days later signed up pre-contract. Happy days!, (or so we thought).
Rec paperwork today and package had diff name, box not the same and no landline included?.I tel Virgin to question, thinking a genuine error taken place. How wrong was I.
Firstly they are a nightmare to get through to, press this, press that. Spoke to one person says you need such and such dept, they will put you through only to get same auto service press this,press that.
Eventually got complaints dept who says will raise complaint but will put me through to pre-install dept to continue with query. At this point I was once again holding.
I have now been trying to resolve the complaint for approx 90 mins via live chat and several advisors. Hung up in the end.
What I established through speaking to all these advisors is that 2 contracts were rec by Virgin for us. The 1st one being the one we signed and a 2nd one with diff package dets on. No phone being required on the 2nd one?. The reason I have now found out and confirmed by Virgin is because Virgin cannot supply a tel line to my address, (chkd on line, no copper wire connection available?). Seems to me the Rep filled in and poss signed the 2nd one when he realised we could'nt have a tel line. At no time did this man ever contact us to advise us of this, and he knew i wanted the line as i told him we wanted to keep the same tel no. This offer would never have been taken if there was no tel line incl.
One of the advisors has logged a complaint for me and i tel back again and requested a manager to discuss this with, ended hanging up again as on hold too long.
This rep offered something that wasnt available and put it in a pre-contract, he totally mis-represented what was available.
Will probably canc Virgin when otherhalf rets home and we discuss.
We have already canc our contract with sky and have a leaving date. Cant think how i would get any kind of deal if i go back to them.( Had offers from several people while trying to cancel and they were refused)
This man has caused us no end of problems :mad:.

[Deleted User]

I'm puzzled, why can't Virgin give you a landline if you've already got one with Sky?

Myrtle1

Hi, just spoken to virgin.They confirmed cant provide tel line as local junction box full. Says if anyone was to cancel a virgin tel contract would poss be able to install then. That would be too late as sky has already adv me that virgin need to apply for my current tel no within 10 days. 5 days have already elapsed. I want tv/tel/broadband all with same provider.
Virgin is escalating the complaint re the rep, as in their words it was miss-selling.(let alone sending in a 2nd contract)
Advisor offered me a further disc to take just tv and b/band which i declined, and also arranged a callback tomorrow morn to discuss with pre-install dept.
Will now have to contact sky and see if i can reinstate package we prev had, and hopefully get a new disc.

[Deleted User]

Myrtle1 wrote: »

Hi, just spoken to virgin.They confirmed cant provide tel line as local junction box full. Says if anyone was to cancel a virgin tel contract would poss be able to install then. That would be too late as sky has already adv me that virgin need to apply for my current tel no within 10 days. 5 days have already elapsed. I want tv/tel/broadband all with same provider.
Virgin is escalating the complaint re the rep, as in their words it was miss-selling.(let alone sending in a 2nd contract)
Advisor offered me a further disc to take just tv and b/band which i declined, and also arranged a callback tomorrow morn to discuss with pre-install dept.
Will now have to contact sky and see if i can reinstate package we prev had, and hopefully get a new disc.

Make sure to check your account online, the Sky box and the Sky app for any new offers. Then phone them back and tell them of the best offer (including the ones you turned down) they mentioned and that you've changed your mind and will take them up on it.

The fact that you've already turned it down hopefully won't matter.

Myrtle1

Thanks for the info. Chkd emails not rec anything, will chk out new offers online.
Went into sky box they offering 60%off current package for 12 mnths. Thats a starting point:)

[Deleted User]

Myrtle1 wrote: »

Thanks for the info. Chkd emails not rec anything, will chk out new offers online.
Went into sky box they offering 60%off current package for 12 mnths. Thats a starting point:)

Just out of interest and because I'm nosey what sort of offers did they throw at you?

Myrtle1

Upgrade to fibre, diff package's, sky movies +disc's. All on various lengths of contract.

littleboo

Colin_Maybe wrote: »

I'm puzzled, why can't Virgin give you a landline if you've already got one with Sky?

Because Sky use BT Openreach infrastructure and Virgin use their own.

[Deleted User]

littleboo wrote: »

Because Sky use BT Openreach infrastructure and Virgin use their own.

Of course, I was being a little dense there.