Virgin Media Horror - Please READ -
 

Hi Guys, I just wanted to add my experience from Virgin Media Customer Service rep and also Virgin Media policy. I've been virgin media customer for 8 months.

I was on 10 Mbps connection with basic Tv and phone package. So I paid £27 a month. Since I had a 10 Mbps broadband, I decided to contact Virgin Media and see how much they'd charge for upgrading it to 20 Mbps. I spoke to an Virgin Media advisor, she confirmed that it'd be £4 extra, that all. So I took it. She did not say anything else at all.

3 days later I got a letter through the poist thanking me for upgrading the service... guess what, at back of the letter, there was a critical part, when it said that since I changed my service, my contract restarted for another 12 months. However I had 7 working days if I changed my mind and things could go back the way they were. (please remember, amendments to contract were listed at back of the letter, this should be on the front page, in big bold writing.... this kind of scam does not work in long term with consumers)

So i called virgin Media "customer support" and spoke to S, I said, I was not advised that contract would restart for another 12 months and usually when a customer upgrades the service, the length of the contract does not increase, but customer service rep told me that "since you changed to a new package mate, your contract is changed"... that's what he said... i have the called recorded.

At this point I asked if can just cancel the upgrade and go back to the things they were. guess what he said in response... "mate if you go back to the old package, your contract would still restart for another 12 months and you would not get the old package of £27 but for £55 as no discount would be given to you".

Guys, I COULD NOT BELIEVE THIS, this violates the basic regulations and recommendations set by Ofcom. Just because I upgraded my internet, my contract changed and now I'm being forced to take Virgin Media for another 12 months, and even (within 7 days) if I wanted to go back to old package, my contract would still be extended to another 12 months...? what?? This is not fair!!!

Well I have now written a letter to Virgin Media and waiting for response... so will keep you updated... but my advise to everyone is to STAY AWAY from Virgin Media... they are not clear about their terms... making contractual amendments and then writing them on the back of the page is NOT clear! And I am having to spend a lot more than I used to on BT.

Guys, please share you response honestly...

Re: Virgin Media Horror - Please READ -
 

Sorry to hear about your problems with VM. Firstly I'd say be careful about recording calls, you're allowed to of course as long as you either let the other person know you're doing it or you will not allow any third party to hear it.

Secondly we make it very clear that Cable Forum is not owned or controlled by VM. We are completely independent.

Re: Virgin Media Horror - Please READ -
 

Sounds to me like you spoke to an incompetent adviser to me......

Re: Virgin Media Horror - Please READ -
 

Which it isn't, :welcome: by the way :)

Re: Virgin Media Horror - Please READ -
 

Hi Guys, since it was my first time on cable forum so I suspected that. Please accept my apologies. I have tried to take that bit out but can't amend it as it's been over 120 minutes. Will contact the admin.

Re: Virgin Media Horror - Please READ -
 

:waving:

On my way...

Re: Virgin Media Horror - Please READ -
 

hi admin, thanks for your help.

Re: Virgin Media Horror - Please READ -
 

hope you advised the agent that at the beginning of the call.

Ofcom regulations is you have to state you are recording a conversation at the beginning of the call.

Re: Virgin Media Horror - Please READ -
 

Indeed, some within VM consider us to be a thorn in their side.

Re: Virgin Media Horror - Please READ -
 

Can you scan up the letter? and show us the part where it states you have 7 days blah blah..?

Obviously remove all unwanted/private information..

Re: Virgin Media Horror - Please READ -
 

If that's a horror - then heaven knows what you would consider what some other people go through in real life:

http://news.bbc.co.uk/1/hi/england/7922408.stm for example

Re: Virgin Media Horror - Please READ -
 

You've got to remember that inconvenience around the provision of a service that, though expensive and useful, is ultimately a luxury is more important than anything else. One could argue that complaining about complications around something complicated is a displacement or even avoidance activity for those for whom the rigours of real life are too taxing, but one would be doing so here so a certain measure of irony would be involved, neh?

As for what the adviser said, if you went back to the old contract you'd enter a new one. If you didn't go ahead with the new one the you'd be back to where you started.

Re: Virgin Media Horror - Please READ -
 

Last time I rang VM, I was told by a female voice 'calls may be recorded', which to me says its OK for me to record them. :confused:

Re: Virgin Media Horror - Please READ -
 

Only if you tell the agent you're doing so, they do have the right to refuse, as do you.

Re: Virgin Media Horror - Please READ -
 

This is incorrect (or rather, only partially correct). From the OFTEL FAQ page:

My interpretation of that, is that I can quite legally record a conversation with a VM CSR, without telling them, and then later refer VM to that recording as proof that something was said as there is no third party involved. There is just me (the first party) and VM (the second party), however said recording could not be entered as legal evidence in a court action, as the court would be the third party.

My interpretation seems to be supported by the second item in OTEL's FAQ:

Again, theres no third party involved, its just "me" or the caller, and VM.

Heres a link to the relevant page:
http://www.ofcom.org.uk/static/archi...qs/prvfaq3.htm

Yes, Im aware that an alternative interpretation is that the CSR themselves is the second party and VM is the third party, however, since the CSR is representing VM, I interpret it that VM itself is the second party.

Re: Virgin Media Horror - Please READ -
 

you can record your calls with out any one else permision ( though its polite to ask ) but if you feel you need to do so to back up your position later it is perfectly lawful

( will dig out the law bits from an old thread in a bit )

lol just saw post above me

Re: Virgin Media Horror - Please READ -
 

The agent works on behalf of VM but the call is with the agent, 3rd party refers to anyone other than you and the person you engage in dialogue with.

Re: Virgin Media Horror - Please READ -
 

Our account is under my husbands name but due to his deafness I make all the phone calls to VM on his behalf. If a customer, recording their conversation with a VM representative invokes the 3rd party thingy then presumably VM would be equally restricted in using any recording of my talking with their agent on behalf of my husband?


After all I have been authorized by my husband to act on his behalf in, I presume, the same way the person who speaks on VM's behalf.

LOL my head hurts after writing that. :)

Re: Virgin Media Horror - Please READ -
 

Hi, Yes I advised the agent the the call is being recorded and he said "I don't care mate"....

Re: Virgin Media Horror - Please READ -
 

Yeah im sure he talked to you like that, I would love the hear your recording but since it would be illegal :angel: Methinks you are not that innocent either.

Re: Virgin Media Horror - Please READ -
 

In which case they didn't do their job. Virgin Media company policy is that they have to inform you about the new 12 month contract on the phone.

It is not a scam - All new bundles with Virgin restart the contract - and you should not be placed onto it without you being aware that is the case - which again is Virgin Media company policy

To give you the increased broadband speed for £4 rather than the usual £12 it is a new bundle price and a new contract.

That is wrong - you do have 7 days right to cancel and not enter into the new minimum term and Virgin have to find the closest avaliable bundle to put you on - without you starting another new contract

Asking you to enter into a new contract term for services is fair - obviously as long as you know about it.

As I said they should find you the closest price to what you were paying and you not enter a new contract

Again because you should have been told before the price was changed it was a new term - which again is Virgin Media company policy to tell you on the phone. The letter is backup for that

The agent you spoke to should have told you 100% before you agreed to the new price that it was a 12 month term.

Re: Virgin Media Horror - Please READ -
 

Well thats why VM have it on the IVR and letters, adverts etc that calls may be recorded, that would mean that call info could be shared as by calling you agree to those terms.

Good to point out though that only outsource call centres record calls

Re: Virgin Media Horror - Please READ -
 

So if we record it, and then post on an internet forum things like "he said "I don't care mate"..." is that making the contents available to a third party or not?

If not, the law is pointless as everyone would just publish the whole conversation.


So is that saying its not about getting their ok to record it, we have to get their consent to publish it after we record it? Would an 'i dont care mate' cover that? Or would the interpretation be that consent to record is consent to publish it at will?


So putting the two together, by not recording it we can paraphrase what was said from memory to an internet forum as much as we like, but if we record it we cant mention parts of the conversation unless we have the persons permission to publish it?


Yes thats something else, its not really clear either way.


IANAL, just thinking out loud here. Im sure they must have thrashed this out in uk.legal.mod

Re: Virgin Media Horror - Please READ -
 

My understanding is you can record a call without telling someone as long as it is for own use only.

You can use to transcribe the conversation, but you cannot publish the conversation itself or play it to anyone if you have not sought permission

Re: Virgin Media Horror - Please READ -
 

Working on the content of the op's one would assume when a initial 12 month contract period ends and prices increase then one is automatically signed up for another 12 months minimum contract.

Is this the case?

Re: Virgin Media Horror - Please READ -
 

No - you only enter a new contract if you change bundles or add new services.

Price changes do not start a new contract

Re: Virgin Media Horror - Please READ -
 

This is, er, not the truth. All Virgin Media centres that receive incoming calls are capable of recording them, and all of them will do so for a variety of reasons.

Re: Virgin Media Horror - Please READ -
 

OH COME ON NOW......you are letting the truth get in the way of debate, please stop. :p: :p:

Re: Virgin Media Horror - Please READ -
 

But they are not archived in the in-house centres. They are recorded for training and monitoring only. Once the reason they have been recorded is completed the recordings are deleted

Re: Virgin Media Horror - Please READ -
 

the the transcription of the recording can be used anywhere but the recording itself can only be used in a legal setting for example in court with the judges permision and also with your legal advisor's

edit to that

using either just to make fun of some one could end up with you in trouble for committing a "tort" (in the sense of damage to reputation ) but if you are using it to prove your case or get your case heard you will be ok using the coterminous notes ( transcript ) of the conversation and the recording in the right legal setting

Re: Virgin Media Horror - Please READ -
 

Recording and archiving are two different activities though. It's one of the reasons why we have different words for them. Given that Virgin Media have dozens of offices which handle tens of thousands of calls, archiving them all even in digital formats is going to take a huge amount of storage. Though now the technical circumstances are such that it's maybe not that intimidating, but there's probably a spreadsheet somewhere with a field for price in pennies per gigabyte that'll sway Virgin's thinking. There's no requirement to archive it though, and I can't help but think that there's weird additional DPA complications in recording a call like that.

Re: Virgin Media Horror - Please READ -
 

Hi Guys, thanks a lot for your support. I still have not heard anything from Virgin Media though. I will update you once I hear from them.

Re: Virgin Media Horror - Please READ -
 

Hi.
Apologies if I'm covering old ground again, i haven't read back through the entire thread so I have no idea whether or not this has been touched on.

If you were to go back onto your previous deal, yes the system would enter you into a new 12 month contract HOWEVER. All it takes is authorisation from a manager to authorise the original contract end date to remain (if actioned within the cooling off period).

I have no idea why nobody could have done this for you?

One potential stumbling block now is that the offer you may have been on before may no longer exist!

Re: Virgin Media Horror - Please READ -
 

Hi thanks for msg, according to VM website, they are offering 14 bundle deal (plus £11 line rental) but to me if I go back to my old deal (even within the 7 working days cooling priod, they would charge me £55 per month for basic tv, 10Mpbs and just the line rental.

I strongly suggest you guys, never ever go for virgin media....

Re: Virgin Media Horror - Please READ -
 

Virgin Media Horror is now even getting worst. I just contacted Virgin Media Horror team and they seem to find this issue common and despite me repeating what a nasty experience I went through, their CS Rep never thought about apologising but instead he tried to defend his Virgin Media Horror team member.

Now I'm thinking about taking the matter further. Could someone advise me on how to take "Virgin Media Horror" company to independant tribunal? and maybe to local media.

Thanks in advance guys...

Re: Virgin Media Horror - Please READ -
 

Personally speaking I wouldn't bother. You'll get even more worked up and probably incur costs. Life's too short.

Re: Virgin Media Horror - Please READ -
 

You will need to follow the full Complaints procdure as set out in Virgin's Code of Practice

Virgin use CISAS as their independent resolution service - however they will not take on a case unless you can prove you have failed to get a satisfactory resolution following a companies complaint policy.

BTW I'm not sure why Virgin are not helping. They can put you on the 3 for £25 (TV M, BB L, Phone M) quite easily

Have you spoke to Customer Relations on 150 Option 2 Option 2?

Re: Virgin Media Horror - Please READ -
 

Hi, Yes I spoke to CS team as said above and to be honest they don't seem to care about it. This time the agent I spoke to, he said "it is actually Virgin Media policy that the contract term restarts everytime you upgrade anything". My main now is that they might turn arround and say that it has been over 7 days now and you can not do anything about it. To be honest I'm really getting frustrated. After all it's just punishing customers. I was thinking about getting larger phone service, but no way I'd do that anymore. I'll just wait till my contract expires now and move to B.T. At least B.T are much simpler and they don't have these sort of trick to play with customers.

I used to be BEthere broadband and during my contract I upgraded and downgraded my contract but they did not change the length of contract.. It was just so simple... I think I was stupid to change the service just for the sake of saving £2 a month.

NEVER EVER USE VIRGIN MEDIA or you will suffer and you will never ever be able to leave them.

Re: Virgin Media Horror - Please READ -
 

I don’t have any problem with VIRGIN MEDIA so why would I not use them? :2cents: :dozey:

Just because you have had a bad experience does not mean you have the right to shout 'NEVER EVER USE VIRGIN MEDIA'

There is a lot who has had very good service.

So I say,

USE VIRGIN MEDIA :D

Re: Virgin Media Horror - Please READ -
 

Yes of course I have the right to say NEVER EVER USE VIRGIN MEDIA, the same way you have the right to promote them. That's my opinion based on my experience and every one has a right to advise others of their experience with a company where it involves general public as long as it's appropriate and does offend someone who maybe innocent.

Just think, If I did not have any trouble with them I would have never had to search for this forum and trouble myself in writing about the trouble I went through.

Anyway I don't know of any other company that restarts your contract for another 12 or 18 months when you upgrade your service from 10Mbps to 20 Mbps or you change your phone package. Especially I just think it's not fair that a company changes your contract term without advising you. I'm sure a lot of people would agree with me.

Thanks for your comments anyway...

"NEVER EVER USE VIRGIN MEDIA"

Re: Virgin Media Horror - Please READ -
 

Well you say you were previously on with be broadband which requires a bt line and bt are the biggest contract restarters around with automatic contract renewall for another 12-18 months.
At least with virgin at the end of the 12 months contract your not forced to renew it you can carry on untill you inform them a month in advance then drop whatever.

Contract renewals are under review atm anyhow by offcom (even though there shysters with fingers in many pies) and it dosent look good for any company trying to auto renew or trick someone into accepting another contract midway through/ending one, and something will be announced in the next few months so watch out for it.

Re: Virgin Media Horror - Please READ -
 

I was previously with Bethere broadband. I had only 3 months contract with them and then I could just give them a month notice and leave. It did not matter if downgraded or upgraded my service the length would not go up. Also they were fantastic with the service. I had absolutely no issues with them but then I got a bit greedy and went for £2 cheaper deal with virgin media (also their fiber cable claims attracted me). Now I'm stuck in it (looks like for another year).

Regarding BT line, I think you're right, now they do that but when I joined them 2 years ago, they had 3 months minimum deal so I was O.K to cancel.

Auto renewals are diffidently not acceptable. Does anyone know if talktalk has the same thing in place? Or any other company.

Thanks

Re: Virgin Media Horror - Please READ -
 

Yes, no company should change your contract without advising you - and it is NOT Virgin's policy to do so.

If an agent did so without telling you then they are NOT doing their job right

Re: Virgin Media Horror - Please READ -
 

Hi, Yes I thought so but after contacting the Virgin Media customer service team twice (spoke to three different agents {I have the names}). I was advised by each agent that I have to live with it. I told them that I was not advised at the time when they upgraded my broadband, at that had nothing to say. So i asked they can go back and listen to the call. and in response one of the agents (S***t) actually said "I (VM) don't care". And others said we do understand that and therefore you can cancel the deal within 7 days. But then if I cancel the deal and go back my old package (which previously cost me £27 a month) would in future cost me £55 a month. Even one of agents said if I did go back to my old deal, my contract would still restart for another 12 months.

I think they are doing this to everyone. And forcing people to stay with them as long as possible.

So if this was not Virgin Media's policy then their staff should have apologized for the trouble they put me through and clarified the situation. After all I have spoken to three different agents.

Thanks for comments...

Re: Virgin Media Horror - Please READ -
 

Yes they should have apologised - I'm not trying to excuse that attitude of the agents because it sinks

But there is a difference between crap agents and a company setting out to deceive it's customers

Re: Virgin Media Horror - Please READ -
 

To be honest after doing some research on internet I now strongly believe this has nothing to do with crap agents. This issue is diffidently to do with a company setting out to deceive it's customers.

Although I had a horrible adviser on the phone but this is not my main concern as it could be to do with lack of training or bad day at work. My main concern is the Virgin Media's handling of the issue. I have now dig deep into this and there seem to be quite few other people who has had similar experiences.

But we must understand that a lot of people out there won't even realize this actually happened to them until it's too late to cancel.

Thanks

Re: Virgin Media Horror - Please READ -
 

Seriously this isn't the case. The staff are more than aware of what contracts enter you into a new contract, so if they've put you in a contract without informing you, that's not the company trying to be deceptive, that's an individual not doing their job properly.

Honestly, this is fixable. I have no idea why (if you're still within your 7 day cooling off period) they can't just re-authorise your old contract end date.

Re: Virgin Media Horror - Please READ -
 

Hi, As I said they can reauthorize my old contract but they say the discount I used to get, I would not get it anymore hence I would have to pay £55 per month instead of £27 per month.

Anyway I just think this should have never happened in the first place and anyone who is thinking about switching to Virgin Media should know that this is how Virgin Media would treat their customers. They might save a few quid, but look at me, I'm having to spends hours in writing letters to them and phoning them.

And then I spoke to 3 agents, all of them confirmed this. Do you still think it's the agents' not the company???? No I don't think so....

Virgin Media has started to renew their customers' contracts without advising them. If they have done it to me and then 3 of their customers services agents admitted it without apologizing, then I think this is actually their policy.

Re: Virgin Media Horror - Please READ -
 

Your contract was renewed without you being told because one customer service rep made a balls up. Which shouldn't have happened and is very poor service!

Virgin Media are not renewing existing customer contracts without informing them.

I won't be drawn on an argument with you, as i know you've had a really poor experience. But believe me you're wrong. Sorry.

Re: Virgin Media Horror - Please READ -
 

It appears that Mr SEO has been badly advised, and that calling customer relations is not resolving the issue. In cases like this, the best approach would be to put in a formal complaint (form on website) as that is a different team (or is there someone on the forum that has the ability to escalate it)?

You would think it straightforward - if you have 7 days from upgrade to cancel and go back to your previous package, anyone would logically assume it would be at the same price as it was before you upgraded.

I can appreciate that after 12 months of a contract if you push for a better offer, then tying you in for another 12 months may be appropriate (only just though - as all installation costs etc have been recovered). However, starting a contract again whenever you upgrade a service within the term would appear overly harsh (and will likely dissuade some people from adding to their services, and thus a loss of revenue to VM).

MrB

Re: Virgin Media Horror - Please READ -
 

The reason this customer is unable to go back to the previous pricing he had is that the offer he would have had previously no longer exists and there is no way of reapplying the deal.

Customers are more than welcome to upgrade a service within a contract and won't have to renew their terms, however, if they agree to renew their terms a better price for the upgrade may be given.

In this instance a formal complaint will resolve the issue, however, any customer service rep with common sense should have seen that the original price needed to be honoured up until the original contract date if cancelling under the original 7 days cooling off period. If this had to be applied using courtesy credits then so be it.

Re: Virgin Media Horror - Please READ -
 

Thanks for that prompt answer. :)


What happens if I'm on a 2mb bb and phone contract for a year and at the end of that year I decide to drop the phone part of the contract?

Re: Virgin Media Horror - Please READ -
 

If you're on 2mb at the moment and drop the phone you're monthly rate will be £20, £21.25 if you don't pay by ebilling.

(taking into account the 1st May changes)

Re: Virgin Media Horror - Please READ -
 

when does the 7 day cooiling off period start with virgin, i ordered broadband through the phone line last friday, does the cooling off period start on the day i ordered or when i receive the modem and router? If it starts on the friday and the modem arrives say 8 days later and i have a poor connection am i stuck with a poor service for a year?
thanks in advance Jason

Re: Virgin Media Horror - Please READ -
 

Hi Jason.

Any cooling off period will start from the installation date. If you're taking a new service i'm pretty sure you'll get 28 days cooling off anyway.

Re: Virgin Media Horror - Please READ -
 

its a new installation, if you can call it that, iv paid a £30 installation fee but the modem and router is delivered for self installation, il not argue that. Its just when does the cooling off period start. the chap i first spoke to said 28 days but the 2nd time i rang to order the broadband i was told i had 7 days cooling off period. im just unsure who was correct and when the 7 days starts and is it 7 days or 7 business days? thanks for the reply Jason

Re: Virgin Media Horror - Please READ -
 

You have a legal minimum of 7 days from order date - but Virgin extend this to 28 days from the day of installation/activation

http://allyours.virginmedia.com/mone...guarantee.html

Re: Virgin Media Horror - Please READ -
 

Is this the same for national ben?

Re: Virgin Media Horror - Please READ -
 

Ah - didn't see it was through the phone - No they don't! National customers only get the 7 days

http://www.virgin.net/allyours/faqs/index.shtml

Re: Virgin Media Horror - Please READ -
 

Is that 7 business days? im still waiting on the modem and router, it should be 7 days from receipt of the equipment, if i get poor speeds then i wont be able to cancel if the equipment comes after the 7 days.
How can this be fair on the customer? 7 days on receipt of the equipment is fairer as you get to try the service.

Re: Virgin Media Horror - Please READ -
 

It says it on the FAQs if you read them

Is there a minimum contract period?
Yes, a minimum contract period of 12 months applies to National Broadband services.
However, if you cancel the service during the 'cooling off period' (seven working days of entering into a contract) no charges apply

and

You also can cancel the agreement without penalty up to the date of your Talk activation, however we would request you inform us as soon as possible, preferably prior to your broadband activation date

and

Cancellations
If you want to cancel your National Broadband service before your line is activated, you must notify us by phone. You will need to call the Cancellation Line. You can find details on our contact us form.
There are no charges for cancelling prior to your Broadband activation date


Basically you can't cancel once you line is activated without paying out the contract

Re: Virgin Media Horror - Please READ -
 

Hi, Just to update you guys. I put a complaint through last Wednesday but I still haven't heard anything from them. Which I can understand that this can take up months for virgin media to reply! But if I applied for a new connection then the letter would have come to my house straight away!!!

But seriously guys, If you are thinking of upgrading your 2MB or another package higher or even lower one, then diffidently you will be tied in for another 12 months or 18 months connection. On top of that Virgin Media will scam you one way or other. Furthermore you will be put through hell by Virgin Media customer "support" team. So please, please think, is it worth saving £1 a month for the hassle.

The best option is just wait until your contract finishes and then find yourself a good broadband company. Companies like O2, bethere, sky, talktalk etc offer competitive service. Just shop around and you surely will find a better deal. The best way for you guys is to take couple of hours of your time and compare Virgin Media terms and conditions with the competing companies. Be aware, Virgin Media does have one condition where they say, they reserve the right to make amendments to their terms and conditions. At this moment there's only one company which offers less than 12 months contract. Bether offers 3 months contract and after that you could just leave them. However please update in this forum if you have any others in mind.

I'm a normal working class individual and I don't think I or any other customer deserves to be treated this way. It's just not acceptable. Although it's clear the mistake was from Virgin Media but yet they have not accepted it.

Re: Virgin Media Horror - Please READ -
 

Tell them to give you what you want or you'll stick it on Youtube :)

Re: Virgin Media Horror - Please READ -
 

VM is called Hammer House Of Horror !

Re: Virgin Media Horror - Please READ -
 

Hi, To be honest I am not even asking Virgin Media for anything special. All I want is a the truth. Changing someone's contract term (increasing it for another 12 months) WITHOUT notifying the customer is rediculous and against the law. And then the worst part is that this change was stated at the back of the letter. So if I was in rush in the morning and only looked front page of letter then I would have never realised this untill they sent me a huge bill through the post. This sort of change MUST be on thee front page....

Just imagine guys if it's happened to me then it must have happened to a lot Virgin Media customers. And Virgin Media's 3 different customer service agents varified this on the phone. When I told them about the mistake, they just sounded not surprise or apologetic at all. They were like, yes it's normal and we don't care, you just have to stay with for another 12 months... Actually one of the agents said to me "I don't care" if you were not told about the change on contract term...

Thanks for comments guys.....

---------- Post added at 21:58 ---------- Previous post was at 21:40 ----------

Hi,

Thanks for your massege. No I have not been given a complaint ref at all. To be honest I just feel it;s not fair and I am looking for anyone else on internet who went through the same nasty experience. I want to start a huge online campaigne to name and shame vergin media for treating it's loyal customer worst than slaves. How dare Virgin Media changes consumer contractual term without notifying them.

The worst part of this was that contractual amendment was stated at the back of the letter I recieved with extermly poor layout of billing. At the bottom there was no indication of how much final price I would be paying. I had to ring and find this out. I have discussed this with a barister friend and we came to conclusion that it was not acceptable with respect to public interest and information on the letter regarding amendment were no where visually clear in addition to poor explaining of payment spreads with no final cost given. If Ryan Air is asked to clarify their simple advertising then Virgin Media should be asked too.

Anyway I have devoted a lot of time on this over the past week and I don't think I'd let this go easily. So watch the space on World Wide Web if this does not get resolved soon!!

Guys, I need a good site suggestions for blog about Virgin Media Horror. does any one have any?

Thanks
Mr_SearchEngineOptimizer

Re: Virgin Media Horror - Please READ -
 

I'm sorry that Virgin have treated you badly; it does appear that an agent made a mistake, and that your situation hasn't perhaps been clearly understood by the those you've talked to subsequently. That said, grow a sense of proportion. Give Virgin Media a chance to resolve your complaint.

Take a deep breath. Rather than ranting and raving here, I would recommend writing a letter to the written complaints address. Send it recorded. In it, state that: you enquired about changing your package, and were told it would be £4 more, but not that you'd be entering a new 12 month contract; when you called again to query it you were told incorrectly that you were locked in; since then VM appear to have been unable to help you.

Don't get locked into accusing Virgin Media of purposeful deception. With hundreds, nay, thousands of employees it's not outwith the bounds of possibility that two of them could make a mistake or not be motivated enough to do their job properly. Of course they shouldn't do these things, but for the most part they get roundly abused on forums, frequently verbally abused at work, and do a task that is often thankless for wages that put the lie to those adverts that talk about "the average salary in the IT industry". Mistakes do happen, and I think you are making one in the way in which you are railing against this injustice.

I'm not saying you shouldn't be unhappy, but do not throw a tantrum. Be calm and purposeful, and give Virgin the chance to remedy this issue. Frothing will not help your cause, it will dissuade people from trying to help. Be clear in what it is that you want, and why it is that you want it, and then you should be successful. If you don't want to write them a letter, then give customer services a call, select the option for 'thinking of leaving us', and explain the situation as simply as you can: You enquired about an upgrade but were not told you would enter a new contract of 12 months; you accepted it; when you discovered the 12 month period you phoned in and were told that you were stuck, which, again, I emphasise, was not correct. That remedial action could have been taken at that time and was not was shameful, but what you're looking for is to be returned to your original contract or an equivalent, with no extension to your contract period.

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Thank you for advise and time. Please forgive me for this But I don't think you read my posts properly.

Although I do care about my issue but my issue is no longer as important as couple of other issues which have impact other every single customer of virgin media.

But I'd still go into my issue to clarify this. First of I do not blame customer service agents for this. No way this was a mistake from Customer Service agents. This actually represents company's interests. I strongly believe and this is based on facts that customer services are strictly advised by Virgin Media to manipulate customers' contracts in order to gain strength in the market. The main issue has absolutely nothing to do with an individual employee of Virgin Media.

So I under no circumstances blame or intend to cause misconception about anyone's ability to carry out their duties. I hope I have made myself clear that I don't consider this an issue that rose from a bad service from an agent.

Yes later, when my contract was already issued and when I contacted Virgin Media customer service department, I had a nasty experience. This was also a point when I felt that Virgin Media as a company under no circumstance will resolve this issue.

I have worked in call centers myself and I understand the experience agents go through. But Virgin Media as a company can not blame individuals for these mistakes. Virgin Media is one of biggest telecommunications company, therefore I do not believe their training or recruitment selection's standard are so poor.

So please, please don't try to put this on individuals and don't make predictions and suggest your thoughts when I am actually telling the facts. Since I am the one who was in situation and who is in the situation, so I know where the fault lies and who is responsible for it.

So now I come to the real issue..
Most importantly, I think and I'm sure everyone would agree with me that Virgin Media should put contract amendments on the front page rather on the other side of the page in very small and badly explained writing where the chances are that someone might not even look at other side of the page. Alternatively Virgin Media should consider attaching another page if the information is too long too fit on one page.

I'm sure many of you have seen virgin media advertisement material coming to your house. These adverts are visually very clear, anyone opens that letter will see the main offer that is being listed. Visual impression rate is 100%. But when you compare this to the letter that gets sent out regarding contractual amendment with out notifying the customer, you will see how badly it's laid.

I understand this is sort of marketing strategy but I think it's extreme and crosses the limits and it's done by those who don't actually have a long term strategy for a business. There are so many other ways to attract customers and be cost effective and if you;re good at what you do then people will stay with you.

Sorry I did not intend to write this long essay but since you sounded much like someone who works for Virgin Media, I decided to give it a ago. also sorry if there were any spelling mistake as I only had 15 minutes to write my response.

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After reading all of this I think you generalising, I ahve change my prducts with Virgin a few time V+ and BB upgrades and have been informed that it would be a new 12 month contract.

As for have T&C's as the first thing on a letter, not sure depends what else is in the letter.

JJ

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apart from AOL BB (1-2 months months them) its norm an 12 month reset when you change something (same for mobiles and so on they do norm tell you its an new contract)

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Hi, but is it normal to change your contract without telling you. Just read first post on the first page and then you will understand why i'm complaining.

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And you have already been told

1) No it isn't
2) It is not Virgin's policy to do that

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Hi.

I've read your first post time and time again, and it really is just bad customer service that you've received. VM wouldn't advise their staff to apply a new recontracting offer without informing you of it.

---------- Post added at 15:07 ---------- Previous post was at 15:06 ----------


Cimpletely right BenMcr

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Just to let you know everyone... users chuzzlemonkey and MebMcr work for Virgin Media. This is quite obvious from their posts.... On every single customer issue they have defended virgin media... just look at their posts history.

these guys are quite brilliant in copying and pasting Virgin media terms and conditions.... I guess this is the reason Virgin Media employs them and pays them just to defend them... I wonder when they going to employ someone to do some good work!!

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Yes we do, and everyone knows we do.

Which is why when we say it is not VM policy to tie people into new 12 months without telling them - as is required by law under the DSR - then we are telling the truth

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then why virgin media has tied me into a 12 contract without telling me? I know you going to say it was a mistake from an agent.

But to be honest general public has had enough of these nasty illegal tricks by Virgin Media....

I thought this cableforum website was mainly for general public. I don't think virgin media staff should be allowed to post in here as cableforum posts' aim to present public opinion not corporate companies opinion. And if someone is employed by Virgin Media, then of course they are going represent a company's opinion especially when they are being to reply to our posts instead of helping virgin media customers and will defend them all the way through even if it crystal clear that the virgin media company was at fault.

Well that leaves me to search for another INDEPENDENT forum. or perhaps spend a little bit of money and time create one! anyone want to join me in this good cause?

Thanks
Mr_SearchEngineOptimiser

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BT will tie you in for another 12 months contract without even upgrading you..
Source: here

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I think you will find that the majority of members already know this fact.

Neither of them have ever tried to hide who they work for and are respected members of this forum. Along with several other VM employees, they willingly donate their free time to give help and advise to fellow members on all the areas where people have issues with VM and I for one do not appreciate your attitude regarding them.

I have been following your thread but will no longer continue to do so.

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To be honest when I posted that I was expecting this anyway... but just to make you aware if you're not following my thread does not effect me at all. You go, tens will come.....

Number one thing... they are not donating their FREE time but are getting paid to reply to our posts.... You may want to investigate this further.

Furthermore go and read their threads, on every single issue, these guys tried to defend virgin media. I am not criticizing them at all. At the end of the they have to do their job. And I respect that.

But I have my own opinions and I think you should not ask me to stop writing my opinions.. my attitude is not wrong at all. all I wrote was fact... They are getting paid to reply to our posts.... ask them...

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So you would rather us (employees) not help you with issues you are having in which case I advise not to post on the forum for help if you don't like it.

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Wrong. This forum isn't simply here for people to moan and rant, although you can if you want. It is here to get things done, to get people's Virgin problems fixed where possible, and to swap ideas and generally enjoy each others' company.

Virgin staff have always played an important part of that. They post here voluntarily in their free time and offer their expertise. Of course they don't come here to slag off their employer but on the other hand most of them have a lot of very good advice and knowledge to share, if you would only bother to listen.

You're welcome to try. Others have. But we're still the original and by far the best.

:wavey:

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SEO, we're not trying to 'corporate VM opinion' by advising you that it isn't VM policy to recontract you without telling you. We're merely stating a fact.
If you choose not to believe us then that's ok.

Cable Forum is an independant forum where many members of the 'general public' come to look for help (apparently i'm not a member of the public because i work at VM?). You are being given open and honest responses to your questions and genuine advice in regards to your complaint. With all due respect, it appears that you do not like the responses that you have had, therefore are unwilling to take the advice on board? Forgive me if i'm wrong.

If you're looking to start some kind of VM hate campaign here, im afraid its a lost cause.

I will confirm one more time for you, though.

The agent who recontracted you without telling you made a mistake and due to this your original price should be honoured up until the end of the original contract period, as should your original contract end date.

Fact. Sorry.

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Utter rubbish.

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Well they need to backdate my wages to when I started posting here as I am not paid to post here, if I was meant to be paid for posting I am owed alot of money.

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:rofl:

I really don't think they are. But *if* they are, exactly what difference does it make? Neither we, nor they, make any secret of who they work for. You take their advice or else ignore it. Nobody's forcing you.

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I wish i was being paid to be on here! Im currently on my lunch break at work...UNPAID LUNCH BREAK...and i was also on here for a few hours last night before bed time. If anyone wants to pay me, though, feel free! :p:

I'm not defending VM. SEO im agreeing with you in the sense that you have had poor service. Im not disagreeing with you in regards to the 'nasty tricks' either...im telling you you really are wide of the mark with that.

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I'm sorry, but I think you did not read my posts.

On this site I never indended to seek help from Virgin Media at all. The main purpose of this site is not seek help from virgin media employees... or is it? please clarify this for me?

And if you really want to help customers, then go and make a forum on your own virginmedia.com site.... or get on the phones or reply to email complaints effectively...

On the site you can reply to posts promptly just because every general member of public can see them but why can't reply to my emails that i sent about nearly days ago.. or the letter. I know why, because you don't care about them because no one else can see them...

I'm very sorry, i;m not having a go at you at all or any other virgin media employee.... But on these kind of tactics by virgin media.

I know, my posts are not going to make a huge impact on virgin media but i can assure you, changing someon's contract and then telling 3 times on the phone, oh it's our standard policy, is illegal.

---------- Post added at 16:16 ---------- Previous post was at 16:09 ----------

I wonder why so sudden cableforum started to defend virgin media employees. All I said is what I believed! and my question was not cause any individual an offense at all.

Just think why would come to this site and spend my time writing these posts?

But after all I respect cableforum team that they allowed my posts.... thanks guys

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Whoever has told you its standard policy (if they really have) is talking rubbish.

We can post promptly on this site because we do so in our spare time as 'general members of the public'

There are no 'tactics' involved with your issue. REALLY.

And your posts will have no effect on VM at all as this site isn't regulated by or tied in with VM at all...

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The purpose of this site is to post troubles and issues regarding cable services but generally from any Telco company. The help you get is either from other users or occasionally staff of those companies. We used to be a 'hate' site but 5 years ago we changed our direction to one of a more positive direction and the site improved as a result.

We are a self-help site. No-one has to post here and no-one has to offer help.

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Oh dear.

By telling you (as a matter of fact) that VM employees aren't paid to post on here CF aren't defending VM employees but telling you a FACT.

Im telling you now we do not get paid for this. And i am not lieing.

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We defend ANY member from unfair or untrue attacks. You stated your belief as if it was a 'fact', which is the word you used.

I am assuring you 100% they are not paid to help on this site.

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@Mr_SEO: Attacks on VM staff trying to help you will get you absolutely nowhere. This is an *independent* site, dedicated to news, help and speculation about cable broadband/TV products and related services, which happens to have some valuable input from Virgin Media employees using their spare time to help users with problems on here.

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Personally I think you are getting two different things and mixing them up

1) When the agent upgraded you without telling you it was a new 12 month that was wrong and should not have happened and is certainly NOT VM Policy

2) However it IS Virgin's policy to ask that customer stay a further 12 months in return with the new bundles (in your case the new 20Mbit price)

So depending how you actually asked the question, you may have been asking about 1) when the agent though you were asking about 2)

As has been said many many times now - you should be able to cancel ANY new contract with VM within the 7 day cooling off period, return to your original price (or as close to it as possible) on your original term

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Many Many Many Many Many Many Many Many Many times! :monkey:

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thanks for explanation. It's good to hear that you aren't a hate site.. If you were one, I would have never posted here. My intention was not create hate for virgin media but to make general public aware of this.
And I also did not know that your main objective was to help broadband user rather than discussions....

Regarding my issue, it's been nearly 10 days and I still have not received any help. Beside that my intention was not to seek help from this site and the only people can really help me are Virgin Media themselves.

Anyway I intend to keep posting my story over and over on here in future... And NO WAY I intend to cause any damage to virgin media. All I want to do is make other people aware of my experience with virgin media.

thanks

---------- Post added at 16:31 ---------- Previous post was at 16:27 ----------

BenMcr, thanks for your reply......I think you're right regarding option 1 and 2. But when I asked to go back to old one, they told me that £27 offer was no longer available so I'd have to pay £55 per month. But when I said I just on internet that there's £25 offer available, the girl said oh,, we can't give you that one...

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And she is wrong wrong wrong! Customer Relations (150 Option 2 Option 2) are the best people to speak to about this - they deal with similar situations all the time.

They should put you on the £25 price, as it is the closest available, and note that a new contract does not apply - that IS company policy (and the law)

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I shall once again it try now. I'm on the phone........... waiting..............

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Of course if you were to supply one of the team with your details we could always pass it on to our high-level contact in VM who it has to be said has given us a 100% success rate in resolving issues. I'm not saying you'll get what you want but I've never heard back from someone who's details we've passed on that VM have failed them.

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thanks Russ for the offer. I think I should wait and see untill Monday, this is what I've been advised.

But please try to understand that i'm not concerned about myself most. I'm concerned about general public. out there there're thousands of people who lost their jobs and aren't as good as us to raise their voice on internet. Those are the type of people i'm concerned about. I have no problem paying £2 extra as I have a well paid job at the moment but what about those people. I just think Virgin Media is taking advantage of people's problems and we must our bit to stop this. these kind of ridiculous strategies are being practiced by companies in order to save very little money but destroy families in these difficult times. If we as whole don't act, then no body will. Every time I ring any private or even government company, 90% chances I'll speak to someone thousands of miles away... and then that person would behave like a robot...

I know this does not have a direct link to this but if we let companies get away with these sort of tricks. Same time I have no objection to saving monies but there are standard and values we must maintain at all cost.

If today, all those jobs that serve the U.K consumers were offered to the U.K people then I can assure you we will not have any sort of recession.

Thanks..

Re: Virgin Media Horror - Please READ -
 

The offer is there. All you need to do is PM with your name and a contact number for VM to use to get in touch and you normally get a call within 24 hours or so providing it's not over the weekend.

If you've heard nothing by monday then let me know.

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The purpose of the site is for anyone to offer help, if they can, whoever they are. We do not discriminate.

That's just insulting. The Virgin staff you see on here are posting during their work breaks, i.e. in their own free time.

Who exactly is 'you'? Surely you're not suggesting that the few staff members who post here are in their spare time are entirely responsible for managing all the various official ways that Virgin talks to its customers?

You are, and they aren't.

That's as may be, but the thread has been over that several times now and several people have tried to help. Now it's just going nowhere.

Wrong again. You're being really quite offensive and ignorant. Several people, including a couple of this forum's admins, have been trying to set you right on your misconceptions but you haven't been listening.

You can only go on saying 'no offence intended' for so long. There comes a point where you know you're being offensive because you have been told so.

I'm beginning to wonder.

Well, you've had your say and it is now very clear that this particular discussion thread is no longer being used to try to fix your original problem.

As it is now wholly off-topic I will be closing it shortly.