Virgin Media trying to con customers

[Steven Charles]

We have been with Virgin Media for many years. The main reason we have a TV package is for the live football. We purchase a Sky Sports deal every August, keeping it on until the end of the football season in May, but entering into a new 12 month contract each time. No problem, same process every year.

Upon calling Virgin Media to turn Sky Sports off today, Monday 16th May, I found a completely new attitude from Virgin Media. Firstly they tried to tell me I had entered into an 18 month contract last August, something we have never done at any point, for the reasons explained above. Secondly, they also said we would have to pay for Sky Sports for the next 30 days, again, something which has never happened in the past. Usually Sky Sports is turned off, we are charged for the days we have used it that month and, if necessary, our account is credited with the difference.

The slightly arrogant customer service advisor, with our full annual account history in front of him detailing the rolling 12 month contract, also told us if we turned any other channels off, it would mean a new 12 month contract.

I called Virgin Media today with the sole purpose of turning Sky Sports off, an annual task each May, potentially turning it back on in August and entering into a new 12 month deal, which costs us about £100 a month. By the time I got off the phone I had decided to leave Virgin Media, a company I have been with for twenty years, because they are openly and arrogantly trying to con me.

I would never have agreed to an 18 month contract. I asked the customer service advisor to contact the person I spoke to when making the deal and he said he could not do that because that person was in another department. I asked him to look at our annual history of 12 month contracts, that mad no difference, by the end of the call I was asking for further services to be reduced and I was being 'threatened' with a new 12 month contract if I reduced the package.

Something has gone wrong at Virgin Media, the dweeb I spoke to was merely carrying out instructions, I understand that. I am now waiting for a call back off a manager, something which I have been told will take between 24 and 48 hours.

If you thinking of signing up to Virgin Media, whether it is broadband, TV or phone, my advice would be don't do it. If you do sign up, make sure you receive your contract in writing and make sure you return it signed, a process they do not require and now we know why.

As I say, we have been with Virgin Media a long time, even suffering the awfully slow Tivo equipment, try using BBC IPlayer on it as an example of how slow it can be. The customer service has changed, the service is no longer transparent and the company are out to con their customers into longer contracts they never agreed to and extra payments where possible.

[BenMcr]

Originally Posted by Steven Charles

Secondly, they also said we would have to pay for Sky Sports for the next 30 days, again, something which has never happened in the past. Usually Sky Sports is turned off, we are charged for the days we have used it that month and, if necessary, our account is credited with the difference.

This requirement was added to the terms and conditions in Feburary 2015, and was sent out as part of either the price change communications at that point or separately:

http://store.virginmedia.com/the-leg...html#agreement

K1. You may add to or reduce the services (including the content you receive as part of the television service) from time to time by contacting our customer services team. If you ask us to add any extra services or any extra content or bundles of content to the television service, you agree to accept such additional content or bundles of content for at least the minimum period that applies to it. If you ask us to reduce your tier of services within the minimum period for that service, we may ask you to pay a fee depending on the service being reduced and the remaining length of the minimum period. If you wish to reduce your tier of service or remove any additional service (including premium television channels) you must give us 30 days' notice and pay any charges (including usage charges and line rental) up to the end of that 30-day notice period.

[japitts]

So as I read it, premium channels now have a 30day notice period? So a request to add them can be actioned immediately but a request to remove them has a 30day delay..

If true, that's nasty. So to avoid being caught by that, you almost have to think 30days ahead and then "cancel" the cancellation if needs be. Having just taken out a 12month renewal off the back of a Sky Sports promotion (primarily to see the England Rugby June tour in my case), the 14day cancellation period may yet get used and a different offer chosen! Hmmm.

[Stephen]

Thats not true. I called to remove Sky Sports and movies last month and they were off by the next day and credited back on my bill that had already been created that month.

Sky Sports and movies is taken on a monthly basis and you are not tied to a 12 or 18 month contract.

The CS staff member must have been confused.

[Tricky Trevor]

I cancelled Sky Sports on Sunday evening and was told that I had to give 30 days notice and it would be switched off on June 14th.

I got home from work yesterday and while flicking through the channels it had already been taken off so I rang them and they said I should still have it it. After being put through to 3 different people a supervisor sanctioned a refund for me and cancelled the 30 day notice period.

[BenMcr]

Originally Posted by Stephen

Thats not true. I called to remove Sky Sports and movies last month and they were off by the next day and credited back on my bill that had already been created that month.

Sky Sports and movies is taken on a monthly basis and you are not tied to a 12 or 18 month contract.

The CS staff member must have been confused.

The terms have been in place since last year, but it's been enforced since the beginning of this May.

[Ignitionnet]

Originally Posted by japitts

So as I read it, premium channels now have a 30day notice period? So a request to add them can be actioned immediately but a request to remove them has a 30day delay..

If true, that's nasty. So to avoid being caught by that, you almost have to think 30days ahead and then "cancel" the cancellation if needs be. Having just taken out a 12month renewal off the back of a Sky Sports promotion (primarily to see the England Rugby June tour in my case), the 14day cancellation period may yet get used and a different offer chosen! Hmmm.

I believe Sky have done the same since time immemorial.

---------- Post added at 17:50 ---------- Previous post was at 17:49 ----------

Originally Posted by BenMcr

The terms have been in place since last year, but it's been enforced since the beginning of this May.

And probably had retentions supplying discounts to offset this policy since the beginning of this May

[MalteseFalcon]

SKY do do the same, my mum found out when she wanted sports and movies for Christmas only, she upgraded and then promptly gave her 30 day notice. Got a call back from SKY 48 hours later offering her both for half price until the end of May. She jumped at the offer.

[japitts]

Originally Posted by Ignitionnet

I believe Sky have done the same since time immemorial.

That may well be true, and doesn't surprise me. But I'm not sure it's a great defence for any firm to use.

Orange went through a similar phase a couple of years after France Telecom first took over, "simplifying" a lot of things and squeezing numerous prices "to bring us into line with the others".

What's wrong with being different, eh?.... (Rhetorical question)

[Stephen]

Originally Posted by BenMcr

The terms have been in place since last year, but it's been enforced since the beginning of this May.

Well mine got removed right away....

Also I did get offered half price for a few months. Didn't take them up on it though.

[jobbie8]

I've just dropped XL Phone package to Weekend Calls only as we never use the landline. I did this on May 4th, the guy was great and said the call plan would be removed that day and I would get a credit back.

I noticed on My VM bill page XL phone was still listed so called back last week. The retentions guy said that the notice is now 30 days, which has just started this month and the original guy I spoke to must of got confussed, he appolgised. But the change in my phone package wont take effect until 3rd June.

[Ignitionnet]

Originally Posted by japitts

That may well be true, and doesn't surprise me. But I'm not sure it's a great defence for any firm to use.

Orange went through a similar phase a couple of years after France Telecom first took over, "simplifying" a lot of things and squeezing numerous prices "to bring us into line with the others".

What's wrong with being different, eh?.... (Rhetorical question)

Wasn't aware VM needed a defence to change their business practices. If customers are unhappy there are usually other options. If those options are less attractive VM definitely don't need a defence.

Businesses rarely charge less than they can, especially in the UK's overpriced Pay TV market.

It's actually possible that Sky changed the terms they supply the channels to put VM on 30 day notice of subscribers leaving and VM have been taking the hit for a while.

---------- Post added at 15:23 ---------- Previous post was at 15:20 ----------

Originally Posted by Stephen

Well mine got removed right away....

Also I did get offered half price for a few months. Didn't take them up on it though.

Sounds about right. Ben, why do VM ever bother with price increases, policy changes or anything else when everyone knows they've a long history of doing pretty much anything to retain customers?

A better TV product might be conducive to more customer loyalty and be more profitable than overcharging those who don't phone up demanding the discounts so that you can undercharge those that do.

[japitts]

Originally Posted by Ignitionnet

Wasn't aware VM needed a defence to change their business practices. If customers are unhappy there are usually other options. If those options are less attractive VM definitely don't need a defence.

Fair point well made. But it certainly doesn't go hand-in-hand with "excellent customer service" from where I'm standing. Mind, there's only a couple of British firms that (in personal experience) consistently do that.

Originally Posted by Ignitionnet

Businesses rarely charge less than they can, especially in the UK's overpriced Pay TV market.

Indeed so, and from a business perspective they should be competitive but profitable..

Originally Posted by Ignitionnet

It's actually possible that Sky changed the terms they supply the channels to put VM on 30 day notice of subscribers leaving and VM have been taking the hit for a while.

Fair point, and it really wouldn't surprise me. But then I'd expect that to only apply to Sky-branded channels if so. It sounds from some other posts that VM are applying this even to phone-changes. That's got nothing to do with Sky.

[1andrew1]

Originally Posted by japitts

Fair point, and it really wouldn't surprise me. But then I'd expect that to only apply to Sky-branded channels if so. It sounds from some other posts that VM are applying this even to phone-changes. That's got nothing to do with Sky.

Good point, maybe BenMcr can clarify.

[BenMcr]

The 30 day notice applies to all changes.