Cable Forum - View Single Post - Virgin Media Horror - Please READ -

MrB · 10-03-2009, 16:01

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

10-03-2009, 16:01	#50
MrB cf.addict Join Date: May 2004 Posts: 244	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