Cable Forum - View Single Post - Do Virgin rip you off if you're already a customer?

alanasomething · 25-07-2009, 22:40

You can only get this offer at the point of sale (if you look online you'll almost always see "When you take a Virgin phone like for £11 a month" next to an asterix)

Existing customers can get lots of other offers, they just never seem to look at the actual bill. They look at the break down, completely ignoring any discounts, and phone up screaming. All these offers on the internet for new customers are point of sale only. Even in shops, "Buy one get one free" you can't buy one on Tuesday then go back in on Thursday to get another one free, it doesn't work that way. Point of sale of all 3 of the services = you get a deal on all 3 services (same goes with purchasing 2 services or 1).

Their first 3 bills will say something like-

Broadband - £20
BBI SAVING - £5
Special one off Discount - £10

But they don't look at that. They just look at "Broadband - £20" and phone up complaining.

On the internet the deals are layed out differently to what is on your bill but come to the same price, plus hardly anyone takes into account that you have to add £11 line rental onto that! Broadband M ALWAYS says £20 unless it is a certain deal for at least 6 months (POS only again). Customers always look at the break down, call up furious then feel stupid when they see, if they look at the total (minus call usage) is the exact price they are arguing for.

Fair enough if you don't understand the bill, that's fine, that's one of the things customer care are there to help with. But we're not there to try and help you with something we deal with everyday for you to scream and tell us it's wrong even when we're helping.

If you looked at your sisters bill if she was on that deal that is for new customers or existing customers ADDING A PHONE LINE,

her bill still wouldn't say "Broadband - £15" it would say "Broadband-£25" then discounts.

If your sister has a phone line and broadband, and her monthly cost is now all together just £25 then they have probably added Tel + BB bundle saving -£11 on and this will be a new contract. She has 7 days to cancel it. I have virgin media in my house, but it's in my dad's name so I don't get any staff discounts, but he's been with Virgin since Telewest, and he's paying £36 a month without phone calls, and new customers are paying £20, I just have to accept that that's business. Phoning and screaming at someone who can't exactly change the rules of the company wont help. It might be ripping off morally but it's what companies do to make money. I've never heard of a company that treats new and existing customers the same, except for that advert that was always on for Natwest or something.

If your sister wants a better deal, call Relations: 0845 454 1111 option 2 and quote the internet price, they can make more changes than customer care, but they probably can't get you a new customer deal.

Good luck!

25-07-2009, 22:40	#30
alanasomething Inactive Join Date: Jul 2009 Posts: 27	Re: Do Virgin rip you off if you're already a customer? You can only get this offer at the point of sale (if you look online you'll almost always see "When you take a Virgin phone like for £11 a month" next to an asterix) Existing customers can get lots of other offers, they just never seem to look at the actual bill. They look at the break down, completely ignoring any discounts, and phone up screaming. All these offers on the internet for new customers are point of sale only. Even in shops, "Buy one get one free" you can't buy one on Tuesday then go back in on Thursday to get another one free, it doesn't work that way. Point of sale of all 3 of the services = you get a deal on all 3 services (same goes with purchasing 2 services or 1). Their first 3 bills will say something like- Broadband - £20 BBI SAVING - £5 Special one off Discount - £10 But they don't look at that. They just look at "Broadband - £20" and phone up complaining. On the internet the deals are layed out differently to what is on your bill but come to the same price, plus hardly anyone takes into account that you have to add £11 line rental onto that! Broadband M ALWAYS says £20 unless it is a certain deal for at least 6 months (POS only again). Customers always look at the break down, call up furious then feel stupid when they see, if they look at the total (minus call usage) is the exact price they are arguing for. Fair enough if you don't understand the bill, that's fine, that's one of the things customer care are there to help with. But we're not there to try and help you with something we deal with everyday for you to scream and tell us it's wrong even when we're helping. If you looked at your sisters bill if she was on that deal that is for new customers or existing customers *ADDING A PHONE LINE,* her bill still wouldn't say "Broadband - £15" it would say "Broadband-£25" then discounts. If your sister has a phone line and broadband, and her monthly cost is now all together just £25 then they have probably added Tel + BB bundle saving -£11 on and this will be a new contract. She has 7 days to cancel it. I have virgin media in my house, but it's in my dad's name so I don't get any staff discounts, but he's been with Virgin since Telewest, and he's paying £36 a month without phone calls, and new customers are paying £20, I just have to accept that that's business. Phoning and screaming at someone who can't exactly change the rules of the company wont help. It might be ripping off morally but it's what companies do to make money. I've never heard of a company that treats new and existing customers the same, except for that advert that was always on for Natwest or something. If your sister wants a better deal, call Relations: 0845 454 1111 option 2 and quote the internet price, they can make more changes than customer care, but they probably can't get you a new customer deal. Good luck!