I have been a VM customer for nearly 2 years with XL broadband, TV and Phone. I saw the advert for TIVO yesterday and thought to myself.. "its time to for an upgrade and see what deals they will offer a good customer like myself".
After checking their website and seeing the build your own bundle option, I managed to work out a package which meant I was to upgrade my broadband from 20 to 100 MB, downgrade my TV and Phone a level and swap my V+ for a TIVO. All this for £15 a less per month to what I am paying now, at this point, it couldn't be better!
So, I then saw the link on the website for existing customers to change their bundle online.. "Excellent" I thought, "I don't have to deal with customer services, yippee!" I clicked the link and was taken to a page which states that I had to ring customer services to upgrade.. "Oh bummer"
I phoned the number and what followed was a spiral of confusion that lasted for nearly an hour as I tried to make it clear exactly what package I wanted. The problem seemed to be that because I was upgrading some parts and downgrading others, they couldn't deal with it all in one place. Each time one operator became confused by what I was requesting, I was transferred to another and had to start the whole spiel over and over again.
Eventually, I managed to speak to someone who understood what I was asking for and we finally managed to work out the monthly cost and one off costs as well.. To my surprise, my monthly costs were nearly £10 a month more than their website quote, plus I had to pay the activation fee of $49.95 where new customers did not.
Why is this so difficult VM? This is a relatively simple process, I should be able to go online and tick a few boxes and get the bundle I want without all this damned confusion. Am I asking too much? Seriously, I am not asking for anything special, I just want the deal they are offering new customers on their website. And I want the ability to do it easily without the confusion generated by dealing with people who don't understand what I am asking for!