Virgin Media 108mbps deal as advertised by MSE - WARNING!

Skotty1

This is long winded but worth reading - it's a real eye opener as to how underhand Virgin Media are (and that's after my following an official MSE promotion / web link to them)!

A few months back I saw a deal advertised on the MSE Weekly mail out for Virgin Media offering 108 mbps internet for £18 pcm. The actual deal was £25 pcm but you received £75 cash back making it £18 over 1 yr. I called my current provided of Internet & TV (Sky) who unfortunately wouldn't haggle (worth a shot hey) and said I would probably be leaving them then.
So, I followed the instructions on MSE as the Virgin offer was only possible via a direct link. The mail said do not call Virgin direct or you won't get the deal. I followed the link, got on to the Virgin wep page but was having difficulties completing the request form. Up pops the Chat Bot / Remote Adviser. They helped me through the order asking me if I needed a Mobile phone (no thx), then a landline (not really) then a TV package. I said yes, I would be interested in TV. The Chat Bot kept telling me what a great deal I was getting (obviously due to MSE) or so I thought so I ended up signing for the 108mbps Internet, a house phone that I won't use and a basic TV package.
A few weeks passed and I received my Virgin box (picked up from a drop off point). It connected up fine and the Internet was ok. After a few days my family stated that the TV package was pretty poor. I called Virgin and asked if I could drop the TV but keep the Internet (with the intention of dropping Sky internet but keeping their TV). They said yes, but it would cost me circa £35 pcm for the Internet alone I said, how is that when I ordered the MSE £25 / £18 pcm deal so surely that's what I should be paying? After what could best be described as a heated argument I was told to check my paperwork which, having done so, there was no mention of any MSE deal and no mention of the £25 pcm I thought I was on. The lady then stated "if you have nothing that says £25 pcm then tough - you've entered in to a contract with us and that's that". I then said you have mis-sold me a product and you should have a record of what your remote adviser sold me. If you look at that you will see I came to Virgin via the MSE approved link and I wanted that MSE Internet package. She denied all knowledge of this. I asked to speak to her superior to which she said there isn't anyone so you can't do that. At which point I gave up. A week later, I called back again and asked to raise an official complaint. Initially I was told couldn't do that but after stating that I am now going to complain to Ofcom I was given a complaint reference.
The annoying thing is that last week, the very same deal was shown on the MSE mail out again (finished last Sunday)!
I believe that the MSE offer is undoubtedly fine but a) Virgin will deviously try to sell you anything / another package and b) when asked about the promotion they deny all knowledge of it.
Directly after my first call to them I unplugged all the Virgin hardware and put it back in the box. They're now saying they have cut my services as I refused to pay them anything.
I'd like to escalate this to Martin / MSE directly but I'm not sure how to do so?

DCFC79

Well to escalate this to Martin, you have to do it via twitter for starters.

Skotty1

Hi,


Thanks, that's a good idea. I just wanted MSE to kmow that they are potentially setting people to get 'mis-led' like I have been.

DCFC79

Martin has nothing to do with the forums, maybe ask a board guide who to contact re the mail shot.

Sibz

Not surprised at this going by my previous experience of Virgin Media 'customer service'

Sallyf

I have had the exact same problem, used the chat to confirm the deal, then got a call from a member of their sales team saying that the deal hadn’t gone through on their system but they would honour it, booked the engineer to install and now received the bill stating I have to pay £50 in May when the salesman stated the 1st bill would be 10/07/19!

Phoned Virgin and they’ve denied all knowledge of the calls and webchat, I asked to speak to an advisor but was refused! Asked for a written transcript of the webchat and phone calls but told this was not possible and told to phone the salesman which I have done but only get an answer machine....request a call back but still waiting!!!

Do not trust this company, they will promise you anything for you to sign up!!!