Very Unhappy with Virgin Media Price Increase £19.00 to £26.00 and Rubbish Customer Service

LouiseAH

I have got a Virgin Media account. I have no TV or Phone Line just the broadband service that is the M125 service (125mbs) 2 Months ago they hiked my monthly bill from £19.00 a month to £26.00 a month. I phoned to complain and spoke to a Virgin Media customer service agent in Asia. They said they would cancel the price increase. I was on the call for nearly 50 minutes as I had to speak to 2 different agents in 2 different departments. The price increase was never cancelled. I did phone back and they said they would reverse it but they have continued billing me £26.00 a month. That is a 37.5% increase. I know we are in a high inflation period but to increase the price 37.5 % is a total joke. Anyone else had similar situation with the price increase and rubbish customer service. 

Neil_Jones

Are you sure its not that your existing deal has ended?  As £26 is the going rate for M125...

LouiseAH

No I am still in contract. My contract ends in 30 days time.

dazlow07

We've had a sort of similar experience. Had an email out of the blue with a 'your package is on it's way' message. Turns out this is for a new hub. We've not asked for a new hub. We called, and they said 'you've upgraded to 1GB and price to £70 a month'. Er...we haven't. And didn't. They said it was part of the o2 merger. We replied with a 'so what?' and the person on the other end said 'you've signed up for a new contract', which we hadn't. Absolutely outrageous. They've fraudulently started a new contract!

m5e001

I'm out of contract. I got an email today saying they have an offer where my usual £60 bill (350 internet only) will go to £48 for 18 months, then after that it'll be £80.   

I can't work it out as the price rise is 3.9% plus inflation. But this rise from £60 to £80 is over 30%.

Can anyone here explain what I'm missing with my calculations? 
Thanks.

JamesN

Yeah mine went from £21 to £28 and my deal is until end of august so clearly somethings wrong with mine too. 

dekaspace1

I am having issues with them like the front page thread mentions I could not cancel, first they increased by bill by £6 per month and each time I called to cancel and they refused to give me any discount (at most saying they could waive the increase if I started new contract) they "put me through" to cancellations and each time I was disconnected, just got a bill now making it ANOTHER £6 increase.

I told them at the time due to the area I am in I can get 1 gigabit internet for £35 so I didn't want to pay £46 for 350 even if it included calls (though it became 500 due to volt)

The only reason I haven't just opened an account with new supplier anyway is because I have had my landline number for 9 years and don't want to change it.

LouiseAH

Just to let everyone know. I signed a new contract with Virgin Media as it was the only option I have got in my area at the moment. When I phoned them to discuss the new contract they started off at £32 a month for the M125 service. I said this was too much. They then reduced it to £28 a month. I refused they then transferred me to the retention's  department who reduced it to £24 a month. I told them to cancel it and they phoned me back a few days later and offered it to me for £20 a month. Which I accepted. If you do this, make sure you have clicked the section in your online user account so they can contact you and you have an upto date telephone number displayed.

pablo53

Recently come to end of current Virgin media contract, Broadband and landline. Decided to give them a call and see what deal they could offer me, plenty of offers out there. 25 minutes holding on phone line thought I would try and get through via live chat via my online account. After conversing with a Bot it told me I was now in a priority queue, however, they are very busy and would be with me asap. Meanwhile, I am still waiting on the phone line now at 35 minutes and a person eventually answered. Asked gentleman what he could offer re new deal I was paying £43 per month for Broadband and landline with weekend calls which incidentally I do not use, have tried to cancel in the past but told cheaper to just keep it.He said my new deal would be going up to £51 per month, but said he could give me a discount of £11 per month making it £40 per month. I tried to hustle a bit more but he said that was the best he could do. I thought it is a bit cheaper than I am currently paying, so I said ok. he said can you please hold on. At this point I went back to my online account on computer to close it down,I was still in the queue online we are at about an hour at this point.
When I closed the bot window down I could see bottom left corner, current contract expired, click for your offers.
I could not believe my eyes, deal offered £32 per month, £8 less than the deal man offered and £19 per month cheaper than the £51 per month. I am still holding on phone line, man comes back,I explained what had happened, why had he not offered me that deal, and I am rejecting his offer in favour of deal on my online account. He said I have processed it now, but I have 14 days to reject it, I said I know and I am rejecting it now. I also said I hope you are recording this conversation, he said yes. I asked to speak to his Manager, he said there was no one available but they would ring me later. A lady rang me later that day and gave me the £32 per month deal. However, I then received an email confirmation with contract details attached confirming new deal at £40 per month not £32.  Apologies for the length of this post but I want to emphasise the way in which Virgin Media go about their business. 
(1) Length of time trying to speak to someone. (2) Screwing me for as much money as possible, the man clearly had all my account details to hand, why did he not offer me the £32 deal.  I am a long standing loyal customer of Virgin media 
which clearly means nothing, on this MSE website as a new customer I can get a deal at around £25 50 per month,  the last time I looked. The law needs to change the same as currently with motor Insurance they have got to offer same deal to current customers as to new ones.
Finally, I have made 2 complaints to Virgin Media concerning my experience, they have replied with we are sorry we did not meet your expectations. Once again apologies for the length of post.

LouiseAH

Agpablo53 said:

Recently come to end of current Virgin media contract, Broadband and landline. Decided to give them a call and see what deal they could offer me, plenty of offers out there. 25 minutes holding on phone line thought I would try and get through via live chat via my online account. After conversing with a Bot it told me I was now in a priority queue, however, they are very busy and would be with me asap. Meanwhile, I am still waiting on the phone line now at 35 minutes and a person eventually answered. Asked gentleman what he could offer re new deal I was paying £43 per month for Broadband and landline with weekend calls which incidentally I do not use, have tried to cancel in the past but told cheaper to just keep it.He said my new deal would be going up to £51 per month, but said he could give me a discount of £11 per month making it £40 per month. I tried to hustle a bit more but he said that was the best he could do. I thought it is a bit cheaper than I am currently paying, so I said ok. he said can you please hold on. At this point I went back to my online account on computer to close it down,I was still in the queue online we are at about an hour at this point.
When I closed the bot window down I could see bottom left corner, current contract expired, click for your offers.
I could not believe my eyes, deal offered £32 per month, £8 less than the deal man offered and £19 per month cheaper than the £51 per month. I am still holding on phone line, man comes back,I explained what had happened, why had he not offered me that deal, and I am rejecting his offer in favour of deal on my online account. He said I have processed it now, but I have 14 days to reject it, I said I know and I am rejecting it now. I also said I hope you are recording this conversation, he said yes. I asked to speak to his Manager, he said there was no one available but they would ring me later. A lady rang me later that day and gave me the £32 per month deal. However, I then received an email confirmation with contract details attached confirming new deal at £40 per month not £32.  Apologies for the length of this post but I want to emphasise the way in which Virgin Media go about their business. 
(1) Length of time trying to speak to someone. (2) Screwing me for as much money as possible, the man clearly had all my account details to hand, why did he not offer me the £32 deal.  I am a long standing loyal customer of Virgin media 
which clearly means nothing, on this MSE website as a new customer I can get a deal at around £25 50 per month,  the last time I looked. The law needs to change the same as currently with motor Insurance they have got to offer same deal to current customers as to new ones.
Finally, I have made 2 complaints to Virgin Media concerning my experience, they have replied with we are sorry we did not meet your expectations. Once again apologies for the length of post.

Agree Virgin Media are a total joke to deal with. The time you wait to speak to someone is way to long and god help you if you get routed to the Asia call centre. Best way to deal with Virgin Media is to cancel the contract and wait for the retention's department to call you with a good deal. Info in post above.