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Trancemaster · 01-09-2009, 19:53

Sigh! Been on the phone to Virgin today, thought I'd regale you all with the info I managed to get out of them. I'm currently on 10Mb for £25/m, and phone line for the usual £11/m, but with an £8/m discount for having phone and broadband together. I can't remember exactly how or when I got the discount applied, but it was probably after Virgin/NTL screwed something up and I complained.

Anyway, I got through to a very stupid sounding woman today who advised that an upgrade to 50Mb would cost me an extra £11/m as I would lose my discount, plus the extra £3. I can cope with that, so said I would go for it. She then said she would order me the kit and have it sent out to me. I asked if there were any installation or activation fee, she said there wasn't. I also asked if an engineer needed to fit it or if I could do it myself, she said the latter. I was dubious as she didn't seem to on the ball, but I was glad it had gone so smoothly.

I then continued reading, as one does, and came across a couple of posts on here saying that self installs of 50Mb are not possible as the engineer needs to transfer you to the new DOCSIS 3.0 standard.

I then called Virgin back again, and got through to a much more intelligent sounding guy who straight away noticed that the previous agent had charged me a £20 activation fee without telling me, and had also booked an engineer for a visit next Tuesday, again without telling me. I then queried the price, and he said the 50Mb is £45 standard fee, with a discount applied whether you take a phone line or not, albeit slightly higher or lower. Now I'm totally disillusioned. On the one hand, he sorted out the previous agents mistakes, then quoted a totally arbitary price for the 50Mb BB.

Me thinks I will be calling Virgin again tomorrow to see exactly what has been put on my account.

01-09-2009, 19:53	#17
Trancemaster Inactive Join Date: Mar 2004 Posts: 10	Re: 50MB Broadband now just £18 per month Sigh! Been on the phone to Virgin today, thought I'd regale you all with the info I managed to get out of them. I'm currently on 10Mb for £25/m, and phone line for the usual £11/m, but with an £8/m discount for having phone and broadband together. I can't remember exactly how or when I got the discount applied, but it was probably after Virgin/NTL screwed something up and I complained. Anyway, I got through to a very stupid sounding woman today who advised that an upgrade to 50Mb would cost me an extra £11/m as I would lose my discount, plus the extra £3. I can cope with that, so said I would go for it. She then said she would order me the kit and have it sent out to me. I asked if there were any installation or activation fee, she said there wasn't. I also asked if an engineer needed to fit it or if I could do it myself, she said the latter. I was dubious as she didn't seem to on the ball, but I was glad it had gone so smoothly. I then continued reading, as one does, and came across a couple of posts on here saying that self installs of 50Mb are not possible as the engineer needs to transfer you to the new DOCSIS 3.0 standard. I then called Virgin back again, and got through to a much more intelligent sounding guy who straight away noticed that the previous agent had charged me a £20 activation fee without telling me, and had also booked an engineer for a visit next Tuesday, again without telling me. I then queried the price, and he said the 50Mb is £45 standard fee, with a discount applied whether you take a phone line or not, albeit slightly higher or lower. Now I'm totally disillusioned. On the one hand, he sorted out the previous agents mistakes, then quoted a totally arbitary price for the 50Mb BB. Me thinks I will be calling Virgin again tomorrow to see exactly what has been put on my account.