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  • BexTech
    Hi, thanks for the advice. Its nice to see there is help out there. I am following your advice as I write this mail, hopefully someone could help. Its strange to think that I am being watched and capped, I thought that if you pay for a service thats what you got 'service' but this doe nt seem to be the case. It should also be noted that in Canada they are currently looking at pay per site packages which is totally unworkable but this shows how the ISP's are trying to run the net and make you pay! I will keep posting until I have a qualified response.
    Originally posted by timeoner
    It's a difficult situation really. VM need to make sure loads of people are running computers full throttled 24/7 as no network can cope, whether it cable or ADSL.

    ADSL providers usually have small download limits for what you can download in a month, for example some only 2GB per month, some 5GB, 10GB and a fair few 40GB, these then either throttle your connection for the the rest of the month down to really low speeds or give you 3 warnings or you're kicked off. A couple ADSL providers allow a couple of hundred GB per month.

    Many ADSL provider restrict P2P at all times and there are many legit P2P uses out there, the downloading version of iPlayer for example, legit software on bittorrent, some restrict binary newsgroups.

    Virgin Media cable decided after consulting customers that it wouldn't just block certain traffic and let people use the service for which ever way they want to download, be it HTTP, NNTP, P2P etc etc, however at the moment they need to balance the load, so if you download too much during certain hours of the day they throttle the service for 5 hours, then you're back to full speed again. This does mean you can still download a lot of GB per day and VM are happy with that.

    Yes, I'd rather not have this STM throttling, but I'd rather have this where they don't put an actual cap on the amount I can download per month than having a set cap, such as 40GB. It's the lesser of two evils.
    It's PAC not PAC Code, it's MAC not MAC Code, it's PIN not PIN Number, it's ATM not ATM Machine, it's LCD not LCD Display, it's DVD not DVD disc... It's no one not noone, It's a lot not alot, It's got not gotten... Panini is the plural of panino - there is no S!!
    (OK my English isn't great, the sciences, maths & IT are my strong points!)
  • timeoner
    Excellent Point
    Yes I think your totally right and to rationalise my situation this is the position I am taking "lesser of the two evils". I have no other cable provider in my area and I don't use a BT line as I use skype. When I found out about the capping process I was taken by suprise because I was paying for virgins biggest package. I must also point out that from my conversation with the complaint manager that capping is done using hardware at the exchange. Which provider do you use? Is the Sky package any good? Its the whole lesser of two evils again!
  • BexTech
    I'm on Virgin Media cable on the xTelewest system.

    It has annoyed me that there's STM, it's just other than Be there's not really another ISP worth switching too.

    Sky has a 40GB cap on their dearest service, you have to make sure that Sky have equipment in the BT exchange otherwise you'll be on a dearer and more restrictive resold BT Wholesale product.

    I don't really want a BT line switched back on as when I moved to cable I just had the TV and broadband and then a few months later dumped my BT landline and for over 2.5 years and used VoIP only - not Skype as I didn't like the price or the charge for a local number or the proprietary system, I have an ATA and two lines with two local numbers. I do now have a phone line, this is with cable, but I don't pay for it, they installed it free and give me free line rental and evening and weekend calls and a discount on my broadband and TV (package increased) because they wouldn't extended the offer I was on for a 3rd year, I told them to cancel the lot, they didn't want to lose me, so offered a better deal - so would be crazy to say no - silly thing is I would have been happy on my previous deal, yet they wanted to give more away!

    VoIP doesn't use a great deal of bandwidth, so even with STM it's not a problem. However now I use the landline when the calls are free / inclusive and VoIP for the other calls and now have the VoIP line send out the CLID of my VM phone line. In almost 3.5 years of using VoIP I've spent around £10 in total, other than the few quid for the ATA.
    It's PAC not PAC Code, it's MAC not MAC Code, it's PIN not PIN Number, it's ATM not ATM Machine, it's LCD not LCD Display, it's DVD not DVD disc... It's no one not noone, It's a lot not alot, It's got not gotten... Panini is the plural of panino - there is no S!!
    (OK my English isn't great, the sciences, maths & IT are my strong points!)
  • timeoner
    Response To Traffic Management
    I have now received a response from Virgin Media which does qualify some of the information I requested but still from what they have said their unlimited service is not unlimited. They also make excuses for over subscribing stateing they have to control the exchange when its at capicity as its in our best interest!!!!!!! The irony!!! So they oversubscribe, dont put in the infrastructure and then limit me because theirs to many people on the network. You would nt sell 1000 concert tickets but only let 500 in would you? Here is the response in full;

    Hi James,
    I have looked at your account and I confirm that you are being traffic managed due to the high usage of your broadband service.
    Below are full details of the traffic management restrictions in place to ensure a fair use of the broadband service is had by all Virgin Media's customers.
    The traffic management does form part of your terms and conditions of the service which you would have agreed to when originally signing up for the service, I have copied the part relating to this:
        • We reserve the right to monitor and control data volume and/or types of traffic transmitted via the interactive services on your Virgin TV and/or Internet access. In the event that you exceed any usage allowance applicable to your Internet access or your use does not comply with the 'acceptable use policy' which you can read on the Virgin Media website, we reserve the right (at our sole discretion) to reduce, suspend or terminate your Internet access. During any time of reduction or suspension, you will remain liable for the payment of your original level of Internet access charge. We also reserve the right (at our sole discretion) to re-grade your Internet access to a different speed and/or usage allowance at the appropriate charge. If we make such changes we will notify you as soon as possible.
    During busy periods, i.e. when people return home from work there is a large demand on the broadband service and we do have areas where the network does reach full capacity at these times which is one of the reasons the traffic management has been placed on accounts to ensure all users get fair use of the service at peak times.
    I would like to confirm Virgin Media are investing a large amount of finance and recourses in the broadband service over the next 24 months and there is a new 50Mbps service to be rolled out later this year (subject to successful trials). This will mean an upgrade to most of the cables throughout the UK.
    I trust I have answered your questions. Should you have any further questions, please do not hesitate to contact me.
    Kind Regards
    Tammy Adler

    I rest my case!


    • rash.m2k
    • By rash.m2k 10th Jul 08, 8:08 AM
    • 944 Posts
    • 257 Thanks
    rash.m2k
    The LIMIT is only placed WHEN you have downloaded like 1GB or more during that day.

    If you haven't you will still get the full speed.
  • timeoner
    All well and good.
    I download more than 1gb in the day, why should I be penalised as I am on the unlimited service? I am as the post states, a heavy user.
  • timeoner
    A Sad Day For The Customer
    Just been called by Virgin who have now stated there's nothing I can do, thats the end of the line. I asked the question "why do you still sell your services in my area but my exchange is at capacity? Correct me if I am wrong but is'nt this mis-selling?" the answer back was "no comment". The person I spoke to sounded like they we're half asleep and I got no where.

    What next? Does anybody know what more I can do? I am prepared to take legal action against Virgin with regards to mis-selling and traffic management but am not confident what next step I should take. If anybody has any advice please let me know.
    • Optimist
    • By Optimist 14th Jul 08, 5:40 PM
    • 4,416 Posts
    • 5,481 Thanks
    Optimist
    There is a new voluntary code agreed with Ofcom, which Virgin have signed up to. The link below explains the process you need to go through in the various complaint procedures

    http://www.ofcom.org.uk/complain/internet/
    "The whole problem with the world is that fools and fanatics are always so certain of themselves, but wiser people so full of doubts."

    Bertrand Russell. British author, mathematician, & philosopher (1872 - 1970)
  • BexTech
    The LIMIT is only placed WHEN you have downloaded like 1GB or more during that day.

    If you haven't you will still get the full speed.
    Originally posted by rash.m2k
    http://abcde.co.uk/virginmedia/broadband-faq.html#q49

    Even though your speed is throttled for 5 hours you can still download many GBs per day, more than many other ISPs allow in a month.

    (This is VM cable broadband and not Virgin.net ADSL - they have a different system for managing traffic).
    It's PAC not PAC Code, it's MAC not MAC Code, it's PIN not PIN Number, it's ATM not ATM Machine, it's LCD not LCD Display, it's DVD not DVD disc... It's no one not noone, It's a lot not alot, It's got not gotten... Panini is the plural of panino - there is no S!!
    (OK my English isn't great, the sciences, maths & IT are my strong points!)
  • lly_1987
    Virgin Media are a complete joke!! We moved to them from sky as they were ment 2 b cheaper as we had a little one on the way we wanted to save money =)

    But after the man who sold us virgin told us that he would give us three months free on our third bill this was a lie and now he never calls us back when requested in the 150 free from our virgin home phone. we then find out that he did not make us aware of a 120 credit phone limit. He was ment to put us on unlimited calls but he only put us on evenings free!!!! now we find this out on pour 4th bill that even though we have paid up to date we r 1 over our credit limit and they have cut us off!!! If he had given us the three month free and unlimited calls we wouldnt be anywhere near our credit limit!!!]

    we r so angry. they make us look like we r lying as the system notes tell them otherwise. They keep fobbing us off all the time. they never give us an adress or email addy to complain to. I am taking them to court for all this!!! it is unfair and wrong, they r the worst company going.

    any ideas??
  • sparksoft
    Virgin Media - Useless, rude, incompetent and Indifferent!
    We recently moved house and as part of the move, I arranged for Virginmedia to move our telephone and broadband services to the new address.
    All seemed to go well until I checked my bank account last week to find that Virgin had taken 207.26 from my current account via direct debit!

    I telephoned Virgin and they simply told me "this sometimes happens, you were just unlucky" !!! Apparently, they generate a penalty payment which is normally stopped as you havent actually terminated, but simply moved! This penalty is normally stopped but in this case found its way onto my account. Also they hadnt bothered to take a payment for June and July so wanted all the three payments in one month. This together with the bogus penalty came to the 207.26.

    They then told me they were very sorry for the mistake, but they were unable to refund the over-payment to my account; apparently, Virgin Media systems have no facility to make payments back to customers account. (I find it very strange that a large company encompassing telecomms, Internet ISP services and banking, doesn't have the facility to make payments to its customers, when I can make a payment to them in seconds!)

    I was told the quickest way of getting my money back was to call my bank and to ask them to raise an Indemnity Claim to recall the overpayment. This I did, but my bank told me they could not raise such a claim just for the overpayment, all they could do was to recall the whole amount, 207.26 which is what they did.

    Now, obviously, this left Virgin out of pocket so I telephoned them today to make a payment of the amount I really owed them; as I see it, they really should have been thinking about paying me, after all, all this was their !!!!-up and I was having to sort it out through my bank! But regardless I tried to telephone to make a payment. This is when the fun started.

    I spent half an hour in a Virgin Media queue and gave up. I tried again later and got the same ... endless queues, but I persisted. I finally got to speak to someone and they put me through to another number, so I ended up back in another queue. To cut an already very long story short, I was on the phone, from 5:30 until 7:40. At one point I explained my problem and was unceremoniously cut-off!

    Finally, I spoke to another support person who asked me all the same security questions as the previous people before telling me that I owed Virgin 207.26!!

    I asked to speak to a supervisor ... as he lef the phone I heard a comment to his colleagues "ooooh life is soooo sh*t ..."; he should have put himself in my place!

    After another delay, the same person came back to the phone and said that he needed to pass the problem back to someone more senior and promised they would call me back by 9pm.

    Now, I was silly to accept this, as I realised as 9pm rolled past that he had simply got me off the phone until his shift finished ...

    Undaunted, I tried every VirgimMedia number I could find (and I managed to find a few useful ones on the excellent website "saynoto0870.com" and finally I was talking with an Indian-sounding gentleman who spelt out his name as "Prem". Unfortunately, I was apparently a "non-cable" customer and he was therefore unable to help me ... and, sadly, he couldnt put me through through to the correct number, as, VirginMedia do not have the facility (there's a bit of a pattern emerging here!) to be able to put customers through to other departments; But not to worry - he had the number I needed to go straight through to the right department!
    "Youre not going to give me a number that puts me back in a queue are you?" I asked him.
    "No Sir, this is the number you want!" he assured me.
    "OK, give me the number", I said.
    "0845 454 2222" he read it out slowly.
    "Thats the number I have been sitting in queues with since 5:30", I told him, trying to remain composed ...
    "Its the only number I have sir".
    So I asked him, "Is there actually anyone there now, as they all seemed to finish at 9pm?"
    "Oh yes sir, they work til midnight"
    I phoned the number, I went through all the menus before the girl on their message cheerfully informed me that "The office is now closed"!!

    So I am no further forward than I was last week.

    They still think I owe them 207.26 and I fully expect that they will either cut off my service, or they will take the 207.26 again and the whole process will begin over again.

    I am losing the will to live!

    As I speak, my wife is doing searches on the net regarding Virgin problems and she is reporting page after page of forums in Google endless complaints about Virgin from 2006 up to the present day!

    There was a time when comnpanies made good for the stress, cost (I have probably spent 15 - 20 in calls to tem and the bank etc., mainly spent sat in queues etc. But now companies just do not care anymore. We see them everyday on consumer programmes, rattling out the pro-forma, meaningless statement such as "We are very sorry that our service fell short of our normally very high standard ... blah blah" but no one actually does anything anymore! After this lot, I should get free Internet access and phone calls for life!!

    Mistakes I can understand and can forgive. Incompetence, treating customers with contempt, rudeness and indifference I cannot.

    I have started a website to concentrate on the awful customer service provided by Virgin Media.

    Perhaps, instead of wasting money on "space planes" for the rich, Mr Brnason should concentrate on the apalling service provided by his companies back on earth - or is he trying to escape from the crap he has created?

    Anyway, the website address is:

    http://www.snowmane.net/virginmedia

    To begin with, their is just an email link for you to send me your stories, which I will happily post on the site. Shortly, there will be a site where you can type your problems straight into the site. So keep going back to the site. I intend to develop the site to cover other companies they reach Virgin's dizzy heights of appalling service!

    To be fair, if Virgin feedback information showing they have sorted a customer's problems and compensated them for the aggro caused, I will post that too.

    I look forward to hearing from you all!

    Best Regards
  • sparksoft
    Virgin Media - Useless, rude, incompetent and Indifferent!
    Hi All

    I have been appalled by the customer service I have recieved from Virgin Media ... I was totally gobsmacked when my wife and I did an Internet search, by just how abysmal Virgin's service was! I had always regarded Richard Branson and his companies as a cut above the sneering, contemptuous companies we have sadly become use to ... How wrong I was!
    There is a link to a new website I am setting up at the end of this post; But here is my own story ...

    We recently moved house and as part of the move, I arranged for VirginMedia to move our telephone and broadband services to the new address.
    All seemed to go well until I checked my bank account last week to find that Virgin had taken 207.26 from my current account via direct debit!

    I telephoned Virgin and they simply told me "this sometimes happens, you were just unlucky" !!! Apparently, they generate a penalty payment which is normally stopped as you havent actually terminated, but simply moved! This penalty is normally stopped but in this case found its way onto my account. Also they hadnt bothered to take a payment for June and July so wanted all the three payments in one month. This together with the bogus penalty came to the 207.26.

    They then told me they were very sorry for the mistake, but they were unable to refund the over-payment to my account; apparently, Virgin Media systems have no facility to make payments back to customers account. (I find it very strange that a large company encompassing telecomms, Internet ISP services and banking, doesn't have the facility to make payments to its customers, when I can make a payment to them in seconds!)

    I was told the quickest way of getting my money back was to call my bank and to ask them to raise an Indemnity Claim to recall the overpayment. This I did, but my bank told me they could not raise such a claim just for the overpayment, all they could do was to recall the whole amount, 207.26 which is what they did.

    Now, obviously, this left Virgin out of pocket so I telephoned them today to make a payment of the amount I really owed them; as I see it, they really should have been thinking about paying me, after all, all this was their co*k-up and I was having to sort it out through my bank! But regardless I tried to telephone to make a payment. This is when the fun started.

    I spent half an hour in a Virgin Media queue and gave up. I tried again later and got the same ... endless queues, but I persisted. I finally got to speak to someone and they put me through to another number, so I ended up back in another queue. To cut an already very long story short, I was on the phone, from 5:30 until 7:40. At one point I explained my problem and was unceremoniously cut-off!

    Finally, I spoke to another support person who asked me all the same security questions as the previous people before telling me that I owed Virgin 207.26!!

    I asked to speak to a supervisor ... as he lef the phone I heard a comment to his colleagues "ooooh life is soooo sh*t ..."; he should have put himself in my place!

    After another delay, the same person came back to the phone and said that he needed to pass the problem back to someone more senior and promised they would call me back by 9pm.

    Now, I was silly to accept this, as I realised as 9pm rolled past that he had simply got me off the phone until his shift finished ...

    Undaunted, I tried every Virgin Media number I could find (and I managed to find a few useful ones on the excellent website "saynoto0870.com") and finally I was talking with an Indian-sounding gentleman who spelt out his name as "Prem". Unfortunately, I was apparently a "non-cable customer" and he was therefore unable to help me ... and, sadly, he couldnt put me through through to the correct number, as, VirginMedia do not have the facility (there's a bit of a pattern emerging here!) to be able to put customers through to other departments; But not to worry - he had the number I needed to go straight through to the right department!

    "Youre not going to give me a number that puts me back in a queue are you?" I asked him.
    "No Sir, this is the number you want!" he assured me.
    "OK, give me the number", I said.
    "0845 454 2222" he read it out slowly.
    "Thats the number I have been sitting in queues with since 5:30", I told him, trying to remain composed ...
    "Its the only number I have sir".
    So I asked him, "Is there actually anyone there now, as they all seemed to finish at 9pm?"
    "Oh yes sir, they work til midnight"
    I phoned the number, I went through all the menus before the girl on their message cheerfully informed me that "The office is now closed"!!

    So I am no further forward than I was last week.

    They still think I owe them 207.26 and I fully expect that they will either cut off my service, or they will take the 207.26 again and the whole process will begin over again.

    I am losing the will to live!

    As I speak, my wife is doing searches on the net regarding Virgin problems and she is reporting page after page of forums in Google endless complaints about Virgin from 2006 up to the present day!

    There was a time when comnpanies made good for the stress, cost (I have probably spent 15 - 20 in calls to tem and the bank etc., mainly spent sat in queues etc. But now companies just do not care anymore. We see them everyday on consumer programmes, rattling out the pro-forma, meaningless statement such as "We are very sorry that our service fell short of our normally very high standard ... blah blah" but no one actually does anything anymore! After this lot, I should get free Internet access and phone calls for life!!

    Mistakes I can understand and can forgive. Incompetence, treating customers with contempt, rudeness and indifference I cannot.

    I have started a website to concentrate on the awful customer service provided by Virgin Media. Martin does a fantastic job on this site for saving us all money; but its asking too much to ask for the site to cover customer service as well ... and complaints against companies like this get a bit lost in the bowels of the site! Hence my own site ...

    Perhaps, instead of wasting money on "space planes" for the rich, Mr Branson should concentrate on the appalling service provided by his companies back on earth - or is he trying to escape from the crap he has created?

    Anyway, the website address is:

    http://www.snowmane.net/virginmedia

    To begin with, there is just an email link for you to send me your stories, which I will happily post on the site. Shortly, there will be a page where you can type your problems straight into the site. So keep going back to the site. I intend to develop the site to cover other companies that manage to reach Virgin's dizzy heights of appalling service!

    To be fair, if Virgin feedback information showing they have sorted a customer's problems and compensated them for the aggro caused, I will post that too.

    I look forward to hearing from you all!

    Best Regards

    The Avenger!
  • DonnaDoop
    Hi again Im hoping someone can offer advice on legal issues that I think I may have with Virgin Media please?

    When we moved into the house almost 6 yrs ago, we got TeleWest broadband only at £9.99 per month, £1 paper bill, cash over the counter charge = £10.99. Never had any probs.

    Virgin took over and we got a nice leaflet thru the door to say so, but no mention that the price of the service was going up, although I DO remember small print saying that non-DD payments would cost £5.

    I recieved an email one day saying if I opted for e-billing, I would save £1, and obviously help save on paper waste so I opted in. NOW...this is where I have issues over the legalities! I get an E-bill notification on the 2nd Tuesday of each month..I pay the bill by the Thursday of the same week and ALWAYS get charged a late payment fee of £10, ( this has been going on for over 2 years now. My bill is never less that £34 (for what started as a £10.99 service!) Obviously same as most people we have had to tighten our belts a lot recently, so I was determined to avoid the late payment fee, and went on to the e-bill I got this month - it clearly states the amount due etc, BUT there is nothing in the 'due by' box?!? so basically I don't know when I should have it paid to avoid late payment charge!! I flicked through older bills and they are the same, the due by dates are blank!! So...sorry this is so long winded, can anyone offer any advice on this? my thinking is that if I am not told when a bill is due by, how can they charge me for being late?? Any help / advice would be very much appreciated!
    skint but in luv
  • BexTech
    Virgin took over and we got a nice leaflet thru the door to say so, but no mention that the price of the service was going up, although I DO remember small print saying that non-DD payments would cost £5.
    Originally posted by DonnaDoop
    Virgin didn't take over.

    Before the Virgin re-brand Telewest were charging £4 non-DD fee.

    NTL merged with Telewest to create NTL : Telewest.

    NTL : Telewest bought Virgin Mobile, Richard Branson became a 10.5% shareholder.

    NTT : Telewest pay Virgin an annual fee to use the Virgin name.

    Virgin Media is not a Virgin company, nor is Virgin Mobile now.

    Same as Virgin Radio hadn't been anything to do with Virgin for years as with Virgin Records.

    So it is still NTL : Telewest running the business, they just pay to be called Virgin Media.
    It's PAC not PAC Code, it's MAC not MAC Code, it's PIN not PIN Number, it's ATM not ATM Machine, it's LCD not LCD Display, it's DVD not DVD disc... It's no one not noone, It's a lot not alot, It's got not gotten... Panini is the plural of panino - there is no S!!
    (OK my English isn't great, the sciences, maths & IT are my strong points!)
  • BexTech
    I can only advise calling up and speaking to someone.

    Might be best to call in and select the options to leave as you get UK staff then, tell them you aren't happy and tell them what's been going on, they should sort it out, tell you when you should be paying and also get you a better offer.

    If you paid by direct debit however you wouldn't get the problem of late payment.
    It's PAC not PAC Code, it's MAC not MAC Code, it's PIN not PIN Number, it's ATM not ATM Machine, it's LCD not LCD Display, it's DVD not DVD disc... It's no one not noone, It's a lot not alot, It's got not gotten... Panini is the plural of panino - there is no S!!
    (OK my English isn't great, the sciences, maths & IT are my strong points!)
  • justfin
    How to deal with Virgin or any other company
    Hey everyone;

    I always find it kind of frustrating when people are being over charged but don't use the current systems in place to protect them.

    Big companies spend time (and money) making sure their policies and rights are enforceable i wish the every day person would do this.

    So here are a few ideas you can use with many companies, not just Virgin to save you grieve.

    The moment there is a mistake on your bill contact the company and allow them a chance to respond, if they do not offer an immediate refund and you are paying by Direct Debit go to your bank and ask for a Direct Debit indemnity on any payments that have been taken that are incorrect.

    The indemnity pulls the money back out of Virgins account. There is no time limit for when you can ask for an indemnity.

    Once you have all your money back in respect of bills that have been calculated incorrectly contact Virgin, explain you have taken back funds they have illegally remove from your account and you wish to make a payment of the amount you have calculated you owe.

    Do not offer to discuss the matter, confirm you have given them the opportunity to correct this and they have failed and to expect a letter from you shortly.

    If possible record this call, call from a mobile with a record feature, or at least from a line were you can get an itemized bill to show you have called. Record everything that has been said, who when where they are in a book.

    Send the company a letter stating you fully dispute the debt, explain where their error is, inform them any decelerations made to a credit agency stating your account has defaulted or received late payment will have to be removed at their expense and if they are unable prove you owe the outstanding amount in the form of a contract you have signed or copy of a phone call were you expressly permitted the additional charge then you expect a letter of apology, a payment to cover the cost of the phone call to there department, the postage cost of your letter and a gesture of good will for the time you have had to spend sorting this out.

    Hopefully that will be it done and you will have a nice deal or a bit of cash in your pocket for there mistake.

    Chances are the company won't be used to playing ball with people who know there rights and they will refer you to a debt collection agency.

    At this point simply send the agency a copy of your letter to the company with a cover letter stating any contact made other than post will be treated as harassment and they will be prosecuted to the full extent of the law.

    Hopefully the debt collection agency will have the common sense to advice the company you are having trouble with to pay up for your costs and issue an apology for implying you have a debt which you clearly don't.

    The worse case scenario is you have to go to court. If you know your right you have already won and this is just racking up their costs.

    After this case has been settled or prior going to court have a credit check done and see if they have marked anything against you, look at your options to have the incorrect record removed, normally costs a small fee, and request this from the company in question, or demand it in court.

    Be sure to log all the time you spend on this, any loses due to dealing with this matter. For example parking costs to go to the post office, petrol, phone costs. and make a reasonable allowance for you time at an hourly rate and send them the bill.

    Any reasonable amount of compensation would be upheld in court.

    PS Once you have got them to admit the error, if they have been withholding services you now have a get out clause on any contract as they have breached it. So get what you deserve and move elsewhere.

    I hope this will be of use to some people

    Thanks

    Fin
  • lisa_247
    Yet another unsatisfied customer! - e-mail watchdog!
    I have been with Virgin Media since it first became virgin media. In the terms of the contract it says that you are bound to the contract for 1 year and then after that you can cancel at any time. A few weeks ago I rang VM regarding removing sky sports, and was offered a better TV package for a lower monthly charge. Obviously I agreed and was put on the new tariff. Recently, myself and my partner have bought a nice, rather expensive, LCD HD ready TV, with the intention of subscribing to HD channels. I rang VM to enquire about upgrading to HD channels and (after being given the wrong information in the first instance), was told that in order to subscribe to HD channel (yes - VM only has ONE HD channel!) I would need to buy a HD box. I didnt think this would be worth it just for 1 channel so I asked if I could cancel VM as Sky are doing an excellent HD package at the moment. I was then told that I had antered a new 12 month contract on agreeing to the cheaper deal a few weeks ago! So basically im stuck with VM for another 11 months and will only have 1 HD channel if i buy a HD box AND pay another 7 pounds per month! It was not made clear that I was entering a new contract and I was not sent out any paperwork, even though VM claimed that they had sent me a letter informing me of my new 12 month contract. I have had countless problems with VM and am devastated that im stuck with them for another 11 months. Im sure there must be lots more people out there who are in the same position as me.

    I have e-mailed the above story to watchdog@bbc.co.uk - can i recommend that everyone who is unhappy about virgin medias cr*p services do the same - if they get enough complaints they might have the power to do something about it.

    Cheers, Lisa
    • gcn504
    • By gcn504 2nd Dec 08, 3:09 PM
    • 195 Posts
    • 878 Thanks
    gcn504
    I see a lot of these types of complaints and normally the T&Cs back up the vendor. However, in this case, although a very brief look, its debatable.

    So these are extracts from VM's T&C

    'minimum period' the minimum period that you must keep a service, starting from the service start date. For example, unless you are told otherwise by us, you must keep the phone service, the television service and the broadband service for 12 months from the service start date in each case and, in the case of other services, for at least 30 days. We may change the minimum period for any service but this will not affect you if you have already subscribed to that service.

    'service start date' the first date on which each service is available for you to use or, where no installation is required, the earlier of the date your service is activated or seven days from the order date.

    So when you first took VM you were tied for 12 months: that is obvious.

    However, it may be considered that when you 'upgraded' (took package at better price) you had a new service start date. You could interpret that as a new Service Start Date for TV 'where no installation is required' and you have once again entered into a new 12 month contract.

    That being said I think these companies should definitely point out you are entering into a new contract (or service start date).
    Waddle you do eh?
  • Salma
    Virgin Media have treated me bad so much so that I can't wait for the useless contract to finish. I am sick and tired of the company. The staff are bad at customer service, they have an art of passing you around one another like a wembley ball. And they sure know how to cut the line when they know you are getting their trick. Virgin staff owed me a cheque from my old address and I have taken almost 3 months now chasing the cheque. The staff say different things anytime you call them and you wonder what records they leave on your account when you are discussing with them. One tells me the cheque had been sent in January. Another told me the cheque is going to be sent and the amount varies with each speaker. The last funny (though not really funny) bit was that the second cheque was sent to my old address in another town. And the staff I was speaking to at that time asked me whether I left my forwarding address. I asked him if I didn't leave my forwarding address, how did virgin staff got my new address and came to fix their gadgets? So they have claimed twice now to send cheques to my old address which they knew I had left. And what about the troubles I had before. I called Virgin staff on the 17th of December that I was leaving. I was told by one staff that the account wasn't closed until January 12. So that my deposit would run out!. I asked her who bears the brunt, she responded you can just continue to talk, it won't change anything. I AM !!!!ED OFF WITH VIRGIN MEDIA!!!
    • MartinH74
    • By MartinH74 30th Jul 09, 8:56 PM
    • 2 Posts
    • 1 Thanks
    MartinH74
    Virgin Media
    Yes Virgin Media really are unbelievably bad. I have started a facebook group. Please join up and share my disatisfaction with these idiots. Search for 'Virgin Media are !!!!S' on facebook

    thanks
    M
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