Do you have problem with Virgin, the T&C or what?
What exactly did they do wrong? They notified customers of a need for a
possibility new modem, by all legal requirments that were supposed to. Some customers didn't get it. How is that Virgin doing wrong?.
They put it on the customer section of their own website. If people choose not to look at it, Virgin cannot force them to (however when a price on it is 50p different that the one they are paying, apparently everyone looks at it)
How you would you have handled it?
As soon as any customer asks why they are not getting the speed they should, Virgin say 'oh look you need a new modem, here is one for free'. How is that not doing the right thing?
The T&Cs don't favour one party over the other. The Virgin T&Cs give both parties the right to cancel the services with 30 days notice. It even says, you can cancel after the 30 days, if that is when you get the bill. How is that favouring Virgin over the customer?
The
Distance Selling Regulations are Consumer Law as they come from the 'Office of Fair Trading', which are the same people who are looking at the bank charges (as you brought it up)
Even if you could convince Virgin that you hadn't been informed of the need for a new modem you are looking at a maximum of £18 in compensation.
BB XL 10Mb service = £35 per month. BB XL 20Mb Service = £37 per month. So it is a difference of £2 per month.
It's been 9 months since the upgrades started. Total £18