Virgin Media Obsolete Package Confusion

jimmylad007

Morning all

So a few weeks back I signed up to Virgin Media's 100Mbps broadband for £40 a month package. In a nutshell the installation didn't happen at the time as they needed to do some "network upgrades". I decided to just stick with my existing BT broadband for the time being.

Soon afterwards, I received a call from Virgin asking if I was still interested in becoming a customer, as they now have a new package of 350Mbps for the smaller price of £30 a month. I asked if they were now in a position to connect me up, they said they were and they would also waive the installation fee if I signed up today. So I went ahead and did that.

I didn't receive an order confirmation email, so a few days later I got in touch and a manager confirmed that the new order had been placed. I asked him for an email confirming this. He sent me a self written one stating that my order had been placed.

Another few days passed, and I got a call about arranging installation. This went ahead yesterday. However it turns out I'm only on the old 100Mbps package. Upon checking my "order complete" email, it turned out that the order number was for my original order from weeks ago that I thought had been cancelled.

I rang up VM and explained about the lack of speed. They explained that although the 100Mbps package is now obsolete, I've been put on it as my (old) order was placed before the packages changed. I explained about the new order and they said they had no record. I kindly asked if they would be able to upgrade my speed, but all I got was a very harsh "you clearly stated that you wanted the 100Mbps package".

Is there anything I can do to get the 350Mbps package that they offered me? I don't care about paying the cheaper price for it, I'm happy to stick with the £40 I'm paying now.

Bizarrely, they've still not asked me for any payment details.

Enterprise_1701C

Did you make a note of the date and time of the phone conversation with them and who the call was with? You could always ask them to listen to the call recording.

kwikbreaks

VM used to have a 28 (iirc) day cooling off period. If you are not yet past that then you can call them and ask to cancel - so long as you are prepared to accept that they may indeed just cancel rather than haggle.

Current VM speeds are 100, 200 or 300Mbps so I'm not sure why you were told 100Mbps was obsolete. It may be that the specific bundle you wanted had been changed but certainly not the speed as it is only recently they went from 50/150/200 to the current offer.

Alpha_5

OP the 350mb service is for businesses. Is it possible that they have now put you on a residential service?

teddysmum

Alpha_5 wrote: »

OP the 350mb service is for businesses. Is it possible that they have now put you on a residential service?

...or that the second conversation was cold calling and not connected with the original account ? This could mean that there is another account being implemented, so better to check.