Problem with Virgin [Merged]

Mrs_pbradley936

I asked for help on the Techie Board with this problem because I did not know about this one.

Anyway my Virgin media broadband would not let me stream and I was getting messages saying the bandwidth was too narrow. I rang them and they wanted a one off fee of £20 and then a monthly fee to sort it out.

I refused and said I would check my contract to see when I could leave. I can leave now but I have sorted it out thanks to Youtube.

All you need do is clear the data on a couple of apps, this is what you do:
https://www.youtube.com/watch?v=P85gcK-7z7U&t=156s

You certainly do not need Virgin to remotely take over your system and sort it out for a fee!

Mrs_pbradley936

I have sorted it out now thanks to Youtube.
All you need do is clear the data on a couple of apps, this is what you do:
https://www.youtube.com/watch?v=P85gcK-7z7U&t=156s

You certainly do not need Virgin to remotely take over your system and sort it out for a fee!

agrinnall

So nothing to do with Virgin then. I suspect that your explanation of the issue to them wasn't enough for them to fully understand the problem so they suggested something that probably would have resolved it. Although I will say that their support by phone is pretty dire, it's probably better to post on their forum to get better advice.

[Deleted User]

I'm confused, are you saying the problem was with Amazon Prime and nothing to do with Virgin? If so what were Virgin offering to actually do for you? I believe Amazon Prime is coming to Virgin Media boxes shortly (or is it already available?), were they offering to add it to your Virgin Media TV package (again presuming you have that)?

[Deleted User]

I'll repeat my post from the other thread as you seem to have resolved it. No idea why you then started this thread mind, and the 'con' part of your thread title is most probably misleading, unnecessary and possibly actionable.

Colin_Maybe wrote: »

I'm confused, are you saying the problem was with Amazon Prime and nothing to do with Virgin? If so what were Virgin offering to actually do for you? I believe Amazon Prime is coming to Virgin Media boxes shortly (or is it already available?), were they offering to add it to your Virgin Media TV package (again presuming you have that)?

Neil_Jones

People use words like "con", "scam" and "swindle" against companies when after a bit of probing the issue experienced usually boils down to either the user or something on the user's side, as in this case, and the issue is nothing do with Virgin.

Mrs_pbradley936

Colin_Maybe wrote: »

I'm confused, are you saying the problem was with Amazon Prime and nothing to do with Virgin? If so what were Virgin offering to actually do for you? I believe Amazon Prime is coming to Virgin Media boxes shortly (or is it already available?), were they offering to add it to your Virgin Media TV package (again presuming you have that)?

I have an Amazon Prime app on the smart TV that has been working perfectly. Then all of a sudden a message comes up saying the bandwidth is not enough and call your internet service provider (something like that can't recall the exact wording).

So I called and they said they could fix it for the fee.

Mrs_pbradley936

Neil_Jones wrote: »

People use words like "con", "scam" and "swindle" against companies when after a bit of probing the issue experienced usually boils down to either the user or something on the user's side, as in this case, and the issue is nothing do with Virgin.

I have altered the heading now. If this is a common occurrence their Customer Service people should know of it and explain what needs to be done to resolve it.

It takes a couple of minutes and is not worth paying £20 one off and a monthly fee thereafter. Hence I feel as if they have tried to take money from me under false pretences and I feel peeved as a result. Virgin asked me for money for a simple fix, not Amazon, not Sony (the brand of TV).

My being peeved is clearly unreasonable to you and Colin but I think that if they know about the issue and can fix it very easily they should do so free of charge. This is a money saving site so I don't think that it is unreasonable for me to draw attention to something that I regard as unprincipled.

[Deleted User]

Mrs_pbradley936 wrote: »

I have altered the heading now. If this is a common occurrence their Customer Service people should know of it and explain what needs to be done to resolve it.

It takes a couple of minutes and is not worth paying £20 one off and a monthly fee thereafter. Hence I feel as if they have tried to take money from me under false pretences and I feel peeved as a result. Virgin asked me for money for a simple fix, not Amazon, not Sony (the brand of TV).

My being peeved is clearly unreasonable to you and Colin but I think that if they know about the issue and can fix it very easily they should do so free of charge. This is a money saving site so I don't think that it is unreasonable for me to draw attention to something that I regard as unprincipled.

Why should Virgin support your use of Amazon Prime? It should be either Amazon or possibly Sony in your case.

You still haven't actually said what Virgin want this £20 one off and a monthly fee thereafter for? What were they going to do exactly? Are you sure it's not just been a miscommunication between the two of you?

[Deleted User]

Mrs_pbradley936 wrote: »

I have an Amazon Prime app on the smart TV that has been working perfectly. Then all of a sudden a message comes up saying the bandwidth is not enough and call your internet service provider (something like that can't recall the exact wording).

So I called and they said they could fix it for the fee.

Why should Virgin support your use of Amazon Prime? It should be either Amazon or possibly Sony in your case.

You still haven't actually said what Virgin want this £20 one off and a monthly fee thereafter for? What were they going to do exactly to 'fix' this? Are you sure it's not just been a miscommunication between the two of you?