Virgin incompetent and BT lie to me!

timbubbly

This month I decided to switch from BT to Virgin after many, many years. Last year I negotiated a good discount to stay, and threw in what was effectively a 'free' TV package. This year they agreed to discount the broadband but not the TV, so I said I would cancel the TV package as I never watch sport or all the 'extra' stuff anyway so was happy with just Freeview and my Netflix subscription. I was then told I would be unable to pause or record TV, or use catch-up - and that I would have to return the YouView box anyway. So I decided to switch to Virgin, who were offering a great deal to include TV that would be faster and cheaper anyway. Cancelled BT, had to give 30 days notice and told I'd have to pay £31 to cease (despite being out of contract). Virgin gave me an account number and booked a date & time for installation. 2 days later I hadn't had the promised email from Virgin so I rang to check - and was told that there was a 'flag' on my order - and they can't provide a service in my area!! This is having spent more than an hour with the original advisor and passing 2 credit checks! Having now contacted several other providers, it turns out that NOBODY can provide fibre to my address, although I've had FTTP with BT since I moved in 4 and half years ago. Have since discovered that BT lied when they said my YouView box wouldn't work without a subscription, so I could have just cancelled the TV anyway! Has anyone else had this problem? The max speed I can get with normal bb is 3mbps, which just won't support our use. Apart from moving, I'm now at a loss. Help!

unforeseen

From what you have written, BT never said the Youview box wouldn't work without a subscription. They said you couldn't pause/record or use catch up. On that information it is fair to assume that FTA channels would still be available. However by cancelling the TV then you would need to return the box anyway.

Virgin can not provide FTTC or FTTP anyway. If they don't cable your area then you are out of luck.

As you have FTTP then your list of ISPs is severely limited.

DCFC79

Did you check you could get virgin services at your property ?

mustbemad

timbubbly wrote: »

This month I decided to switch from BT to Virgin after many, many years. Last year I negotiated a good discount to stay, and threw in what was effectively a 'free' TV package. This year they agreed to discount the broadband but not the TV, so I said I would cancel the TV package as I never watch sport or all the 'extra' stuff anyway so was happy with just Freeview and my Netflix subscription. I was then told I would be unable to pause or record TV, or use catch-up - and that I would have to return the YouView box anyway. So I decided to switch to Virgin, who were offering a great deal to include TV that would be faster and cheaper anyway. Cancelled BT, had to give 30 days notice and told I'd have to pay £31 to cease (despite being out of contract). Virgin gave me an account number and booked a date & time for installation. 2 days later I hadn't had the promised email from Virgin so I rang to check - and was told that there was a 'flag' on my order - and they can't provide a service in my area!! This is having spent more than an hour with the original advisor and passing 2 credit checks! Having now contacted several other providers, it turns out that NOBODY can provide fibre to my address, although I've had FTTP with BT since I moved in 4 and half years ago. Have since discovered that BT lied when they said my YouView box wouldn't work without a subscription, so I could have just cancelled the TV anyway! Has anyone else had this problem? The max speed I can get with normal bb is 3mbps, which just won't support our use. Apart from moving, I'm now at a loss. Help!

Has your BT line already been cancelled down or are you still in your notice period? If if hasn't been cancelled yet can you not just call them and cancel the cancellation so you will at least still have your fibre broadband?

I don't know if it depends on what type of youview box you have, ours was just a small one we used for BT Sport. I have no idea if you could pause it etc but I didn't have to return it when I cancelled my BT services as I was out of contract.

MBM x

kwikbreaks

DCFC79 wrote: »

Did you check you could get virgin services at your property ?

timbubbly wrote: »

Virgin gave me an account number and booked a date & time for installation. 2 days later I hadn't had the promised email from Virgin so I rang to check - and was told that there was a 'flag' on my order - and they can't provide a service in my area!!

Your best (only) bet is to call BT to see if you can cancel the cancellation. As they will probably have passed the cease on to Openreach who are a law unto themselves and appear to handle any work by sticking a ticket on a peg and then refusing to even think of anything else until that fisrt job is complete there is a chance that your £31 is down the drain and you'll have no internet for anything from a few days to a few weeks. OTOH you may be in luck and they will be able to continue your service with no break.

timbubbly

@DCFC79 As they gave me an installation date and an account number, I kind of assumed that they had checked that - every other comp.any I've contacted has told me straight away they can't provide a fibre service. The person I spoke to when I rang to find out whether they'd taken down the correct email address apologised and said that I should have been told that as soon as I rang. What I really don't understand is why they didn't contact me to explain they had made a mistake! They even told me 'there's a flag on your account', so they clearly knew about it. I wonder how long they would have left it if I hadn't taken the initiative?

timbubbly

@unforeseen They shouldn't have told me I had to return the box - I'm out of contract and so it's now mine - but I didn't know that at the time. And I did specifically ask whether pause/record applied to the standard Freeview channels and was told that was the case for everything unless I renewed my subscription.

timbubbly

@kwikbreaks Sadly, I think you're right. I have also made a customer complaint regarding being given incorrect and misleading information, which is what led me to cancel in the first place! TBH, when I moved in I never had it explained that FTTP was the ONLY option; they just told me that it was 'available and better', and that I could have it for the same price as I'd previously been paying for 'normal' Infinity. Ah well, you live and learn!