Virgin Media won't give a broadband only package

ClareAshton

My 80 year old mother wanted to renew her broadband package with virgin and was told she couldn't have a new deal unless she had a new mobile with O2

She has a bought android phone and a package with giffgaff that she is happy with

She has just received an email detailing a raise to £14 a month for a phone that she didn't want and was forced on her with a new deal

She doesn't want to switch providers but is very upset having to pay for an unwanted phone

To add insult to injury the name has been registered by O2 as being patrick and her name is patricia.  Depsite multiple attempts to get it changed, O2 will not do so

Please Virgin, is it so hard to have a broadband package without a mobile?

PZ19

You don’t need to take an o2 sim.  Virgin definitely offer broadband only.  Seems like a bit of mis-selling gone on there.  I’d complain about that. Now is the time to do that with the price increases, whereby you can cancel your contract.  Ring 150 and a complain and b say you don’t want to pay price increase and do not accept the first offer they give you, put your 30 day cancellation notice in and then you will be transferred to another department who should offer a better price, if that not acceptable then go through with cancellation and wait for a call back.  Make sure your mums account in marketing preference settings is set so that they can contact you

ClareAshton

Thanks for your help

Mum has just told me she also has her landline with virgin as well as her broadband.  They forced the mobile on her as it was the only way she could have her landline.  Again, why isn't it possible to have a landline without having a mobile deal that she didn't want foisted on her?

MikeyPGT

I signed up with Virgin last November - I pay them £22.90 a month for superfast broadband and at no time did they try to foist a mobile on me.  They did provide a landline which I don't use as I am quite happy with my giff gaff mobile - think there has been a bit of sharp practice there with your mum ...

theoretica

I wonder if it could be miscommunication about her having a mobile at all - with landlines being changed from separate wires to going through the broadband system they no longer work if there is a powercut.  So there is some requirement to make sure vulnerable customers can still make calls in case of a powercut...

PZ19

They definitely sell broadband only.  They also sell Broadband and landline together.  They have a tie up with o2 whereby they upsell an o2 SIM card.  In no way is it compulsory to take that though.  They often say well it’s cheaper overall if you take the sim, and sometimes it can be.  If your mum doesn’t want the sim just put it in a drawer and forget about it, but the crucial thing in all of this is cost.  How much is she paying? Anywhere £25-30 for broadband and landline is reasonable.  Because virgin are increasing the price, now is the time to call them and negotiate a new deal or put a cancellation notice in and wait for the retentions team to call back.  Like I said previously do not accept the first offer, tell them you want to cancel, that will get you through to someone else who can offer better price. You may be happy with that, but if not, just go through with the cancellation.  You have 30 days after that to change your mind and cancel the cancellation should no one call you with a better offer.

and obviously bring up the o2 SIM card and say you think your mum was missold that as she has no need for it.