Quote:
Originally Posted by Masque
|
Quote:
Originally Posted by jb66
Mates rates means you get a £33.50 discount no matter how high a package you take
|
Well I put my order through online and got an email today with an install date of the 8th and a suspicious "agreed new monthly charge" line. Hmmm.....
In the spirit of sharing what I suspect is going to be an interesting call here comes a blow by blow account of my adventure into Virgin Media Customer Services...
Right, called Customer services and am now speaking to "Sharon" who, to my considerable surprise just told me "Because you've upgrade to 30mb and you've lots of discount you've lost your discounts and your monthly charge has increased by £44 to £70something". I say "Sharon" in quotes because I'm fairly certain that isn't her name and she isn't in Knowsley... Anyway, I digress.
I'm back on hold whilst Sharon checks something....
And we're back..
Having had a couple of minutes to let the enormity of my £44 per month "free" upgrade sink in I've asked Sharon to cancel the upgrade and charge. I'll stick with my lovely Mates Rates deal and 20mb.
Aha, apparently Sharon can't help me with that and has to put me through to her "self Install team".
Back on hold for a couple of minutes..
Now talking to a polite helpful chap called Will (clearly in Knowsley unless he's one of the roaming scousers you find all round the world) and have asked him to stop the changes, charges and cancel the install - I don't want to lose my rolling contract and Mates Rates discount. I'll stick with 20mb...
Back on hold, Will checking in with his manager, somethings not quite right...
OK, Will has checked and confirmed with his manager my monthly fees won't change after all but can't confirm in an email as he's in "activations" and not sure why "Sharon" put me through to him in the first place.
Will offers to put me back through to Customer Service - OK, in for a penny I suppose...
Now on hold on my way back to Customer Services for someone else to hopefully confirm I'm not starting a new 12month contract or losing my Mates Rates discounts... /sigh
5 minutes of agreeable hold music so far...
I have a bad feeling about this....
and I was right to be - been cut off after 10 mins on hold...
Ok, much against my better judgment I'm dialing 150 and trying CS again...
10mins of jaunty music and still waiting for someone to speak to me...
Ohh, Eliza Doolittle, I like this one... Switch to hands free and boogy around the room to ease my now numb limbs...
15 mins... considering sending out for Pizza, this could be a long evening...
Hurray, through to Matthew (Could be anywhere, he's not giving it away with any noticeable accent) in installs who confirms that there should absolutely be no extra charges, my discounts don't change, it is just one £30.
Fantastic - nice one Matthew - everyone should just have your direct line number...
Matthew doing a bit more digging and "Sharon" has canceled the order after all, Matthew (who is incredibly polite and helpfully despite my ramblings and obvious phone fatigue at this point) offers to rebook the order and install, confirms I won't lose my discount and helps me change the install date by a day which actually makes my life easier anyway.
Slump back in my chair, beg wifey to find a beer and crisps to help revive my frazled brain and body with a generous helping of salt, vinegar and alcohol.
Post the fun here and then wait to receive the inevitable letter in a couple of days thanking me for taking out a new 12 month contract and detailing the additional £44 per month charges I may, or may not have agreed to depending on what hidden horrors have been inflicted on my account by "Sharon" or not...
I'll let you know how it all goes next week