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freebeerz · 17-10-2009, 16:05

Hi,

Here is my experience with this, having just received a £37 bill for 20MB XL broadband with no other service (I was paying £28/month until now)

I called the VM customer service and explained that new customers pay £30 for XL broadband without a phone (£25 for the first 3 months) and that I couldn't see anywhere on their website a price of £37 for that same service.
The lady told me that it's all in the small print and these new customers would end up paying £37 too. Of course she couldn't tell me where this was explained on their website and she then tried to sell me the 50MB service for £38/month + £55 installation charge which I am not interested in.

I insisted for another 10 minutes that I didn't understand where this £37 charge came from and was eventually offered £29/month if I renewed my contract for another 12 months, which I accepted.

I think they treat their existing customers like crap, especially when lying outright about "hidden charges" in the small print when you point out that new customers end up paying less in the long term than loyal customers!

17-10-2009, 16:05	#37
freebeerz Inactive Join Date: Oct 2009 Posts: 2	Re: 20MB still costing £37/month? Hi, Here is my experience with this, having just received a £37 bill for 20MB XL broadband with no other service (I was paying £28/month until now) I called the VM customer service and explained that new customers pay £30 for XL broadband without a phone (£25 for the first 3 months) and that I couldn't see anywhere on their website a price of £37 for that same service. The lady told me that it's all in the small print and these new customers would end up paying £37 too. Of course she couldn't tell me where this was explained on their website and she then tried to sell me the 50MB service for £38/month + £55 installation charge which I am not interested in. I insisted for another 10 minutes that I didn't understand where this £37 charge came from and was eventually offered £29/month if I renewed my contract for another 12 months, which I accepted. I think they treat their existing customers like crap, especially when lying outright about "hidden charges" in the small print when you point out that new customers end up paying less in the long term than loyal customers!