£5 20 to 50mb offer - Virgin Refuses

[craigmcintosh_2]

Hi all,

I got sent a letter and leaflet addressed to the house telling me that I could upgrade to 50mb from 20mb for £5/month. I called Virgin to take advantage of this offer and they said I wasnt eligable because I already get discounts.

It does not state anything about existing discount in the terms and conditions in the letter / contained leaflet. Surely there must be something illegal about them sending you an offer, then saying your not eligable when you call to claim it?

Ive put in an offical complaint after having to speak to 2 managers, but I doubt it will go anywhere. Has anyone else experienced this?

Nothing illegal, no. You could possibly raise a complaint with the ASA though. VM (and NTL before it) must have their own dedicated team there to handle all the complaints about their exuberant direct mail claims.

[James79]

Originally Posted by craigmcintosh_2

Hi all,

I got sent a letter and leaflet addressed to the house telling me that I could upgrade to 50mb from 20mb for £5/month. I called Virgin to take advantage of this offer and they said I wasnt eligable because I already get discounts.

It does not state anything about existing discount in the terms and conditions in the letter / contained leaflet. Surely there must be something illegal about them sending you an offer, then saying your not eligable when you call to claim it?

Ive put in an offical complaint after having to speak to 2 managers, but I doubt it will go anywhere. Has anyone else experienced this?

Are you subscribed to a VIP package?? I got one of these letters today and it refers to upgrading from VIP20 to VIP30 or VIP50.

Turns out VIP30 doesnt add anything to your monthly fee, but will incurr a £30 activation fee, whereas VIP50 has free installation and activation but is £5 per month extra!?!

[craigmcintosh_2]

Im not on a VIP package as far as im aware. Im on the all 3 XL's for £58. Might be called a VIP package, not sure!

[jb66]

Its called TripleXL

[linwelin]

had a similar problem, i phoned virgin up to get upgraded to the 30mb was suppose to be a free upgrade since i have the super hub and am on docis 3, going from there FAQ in there own forum i should get the upgrade free, i spent about 45 minutes talking to the guy and i just was not getting anywhere with him, in the end he offered me the 50mb for an extra £5 cant complain but it just ****es me off when virgin say one thing and there staff say another, customers should not be treated like this.

[PhlangePhace]

Originally Posted by craigmcintosh_2

Hi all,

I got sent a letter and leaflet addressed to the house telling me that I could upgrade to 50mb from 20mb for £5/month. I called Virgin to take advantage of this offer and they said I wasnt eligable because I already get discounts.

Originally Posted by craigmcintosh_2

.... Im on the all 3 XL's for £58.

Current price for Triple-XL is £58.80

Appears to be a cop-out if you ask me..... (current price for XXL/XL/XL is £65.30) .... you currently have an 80p discount on your triple-XL?

[ Prices quoted are pre-April 11; post April 11 there would be a £1.75 overall increase in either case ]

[fixerman]

Originally Posted by craigmcintosh_2

Hi all,

I got sent a letter and leaflet addressed to the house telling me that I could upgrade to 50mb from 20mb for £5/month. I called Virgin to take advantage of this offer and they said I wasnt eligable because I already get discounts.

It does not state anything about existing discount in the terms and conditions in the letter / contained leaflet. Surely there must be something illegal about them sending you an offer, then saying your not eligable when you call to claim it?

Ive put in an offical complaint after having to speak to 2 managers, but I doubt it will go anywhere. Has anyone else experienced this?

I had the same problem. I called to take up the 50MB offer but they wanted me to pay £6.50 instead of the £5 mention the offering letter. I refused and went for the 30MB offer instead.