Quote:
Originally Posted by frostygills
There's a thread about this on the Billing forum, I'm in the same boat and all CS say is £92.49 is the correct price and the price on the website is for new customers only. I sent a complaint that the website says it's for existing customers as well, still awaiting a reply (4 days now).
As previous a poster has said, it's not great service looking after you long standing customers when they won't give you the same hardware as new. We are also without the 2nd room HD box / new router and have been paying the full advertised price for our services for 10 years.
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I had a similar problem at the weekend. I'm on triple XL with two V+ boxes. Whilst checking for someone else, I found that i was paying £1.50 more than the advertised price on the website.
I rang CS, who said that the web price was different to non website bought packages. I don't think you could buy via the web when I joined, years ago!
I said that was a load of rubish and Virgin promise to treat their exhisting customers the same as new ones. I asked to speak to a manager and she talked to the Manage and wouldn't put me through. The Manager said, via the Cs rep that I would have to contact head office. I asked for the managers name so I could quote it in the head office email and she refused to give it. They then said that £1.50 wasn't that much anyway! The principle of the thing got to me then and i asked to be put through to retentions.
The retentions guy asked me if I was after a discount. I told him I wasn't --- I just wanted to pay the price advertised on the website. To me that was fair. I also told him how dissatisfied i was with CS.
He then, straight away, offered me £9/month off my bill with a new 12 month contract. I've been a customer for around thirteen years and he said to always come straight through to retentions if there are any problems as they would always sort it out, particularly for long term customers.
It worked well for me!