[Dinalt]

Well i was due to be upgraded today so i thougt I'd share my experience with you.

Got the letter last week. Phoned Virginmedia to arrange delivery of the hub etc. was asured that my monthly bill would remain the same and the only charge would be a one off fee of £30.

Recieved a form today stating that I would be on a new 12 month contract and that my bill would now £7.00 more a month...

Phoned billing up and was told sorry can't help you - in fact the person I spoke to was totally uninterested / unhelpful. Asked to be passed to retentions as this persons attitude had really wound me up and was connected to a very nice gentle man called Simon. He knew exactly why I was callign and agreed that information I'd been given both verbally and in writing was incorrect. He said however he couldn't help (despite me reading a post from another user of this forum who'd had his monthly bill restored) and offered to move me back to 20 Meg - I was trying to decide whether to cancel the switchover when he asked me to hold and spoke to his supervisor who confirmed that I was entitled to retain my discounts and as a measure of good will they are waivign the £30 install fee as well (TBH I'll beleive that when i see my next bill...)

The important thing is
a. Check the new contract they send out for changes to your billing - even if you've been assured that your bill won't change (as I was)
b. If you don't agree with the bill don't accept "I'm sorry but that's the way it is" - as a minimum insist on staying at the same rate as you were before, they can do it but they won't do it unless you insist (good business practice IMO)

Just for info I have £30 of loyalty discount on my account (I've been a cable customer for 20 years) and the new price they were offering me was 25 pence less than the cost for a new customer AFTER his first 6 months discount in fact he would have spent £60 less than me for 12 months of exactly the same service (£90 if you include the fact he wouldn't pay for the hub...)

DinAlt