Exceptionally Angry at VM - Help Required

[Stop It]

Good evening all.

I just have been on the phone to a "supervisor" at VM, who basically refused to accept anything I said regarding my account, and frankly, I need a bit of help as to escalating a query to the CEO's office.

I rang VM, as the last time I tried using the website to place an order (For a V HD box) it went wrong, so as an XL Broadband customer, I asked for the Superhub, which currently shows as FOC, to upgrade to 30Meg broadband.

When the operative said it would cost £30, I queried this, as there is no one off charge listed on the website. When his response wasn't exactly great, I decided to also ask about the V HD box that is on my account online, but according to him, didn't exist. When his response was the typical non reply, I asked to speak to a supervisor, then things went wrong.

Basically, I was called a liar, saying that despite me, months ago, putting an order on the system for a V HD box when they were free, that such an order doesn't exist, and that although that is reflected online (It says in additional services that I have a V HD box), that I have never contacted them on this regard (Which, is incorrect).

After a 50 minute phone call, in which my patience and good faith were severely tested, I got nowhere, and worse, was disallowed from being forwarded to a Manager, or an alternative agent/retentions. Basically, I was being fobbed off on every turn and being told that after 3 1/2 years of custom, that I am a liar and that I shouldn't be given something that I ordered, even as a good will.

Of course upon request I was denied full disclosure of the details of the call (to take to the CEO's office) and was told that because I was "not willing to discuss my account further" that I would be cut off. I ended by requesting a call back from management that frankly, I know I will not receive. Is there anyone here who can help? If only to direct me as to what recourse I have for such appalling service. I know the VM guys here are diamonds, yet why is it any time I try to get a decent service level, I end up wanting to end my account?

Thanks all.

Lee

[indie1982]

Can you post a link to the page you're referring to that doesn't mention a charge?

http://shop.virginmedia.com/existing...broadband.html

The above page makes it fairly clear that there's a £30 charge.

[Stop It]

Originally Posted by indie1982

Can you post a link to the page you're referring to that doesn't mention a charge?

http://shop.virginmedia.com/existing...broadband.html

The above page makes it fairly clear that there's a £30 charge.

https://shop.virginmedia.com/change-your-package

From said site:
Virgin Media Super Hub
Future proofed for speeds of over 100Mb (thanks to DOCSIS3, if you're interested!) our sleek Super Hub is a wireless 'N' router/modem with unbeatable wireless performance.
Broadband XL
one-off
£0.00


Picture evidence too from said site (Apparently this wasn't good enough either):

[Digital Fanatic]

Originally Posted by Stop It

Good evening all.

I just have been on the phone to a "supervisor" at VM, who basically refused to accept anything I said regarding my account, and frankly, I need a bit of help as to escalating a query to the CEO's office.

I rang VM, as the last time I tried using the website to place an order (For a V HD box) it went wrong, so as an XL Broadband customer, I asked for the Superhub, which currently shows as FOC, to upgrade to 30Meg broadband.

When the operative said it would cost £30, I queried this, as there is no one off charge listed on the website. When his response wasn't exactly great, I decided to also ask about the V HD box that is on my account online, but according to him, didn't exist. When his response was the typical non reply, I asked to speak to a supervisor, then things went wrong.

Basically, I was called a liar, saying that despite me, months ago, putting an order on the system for a V HD box when they were free, that such an order doesn't exist, and that although that is reflected online (It says in additional services that I have a V HD box), that I have never contacted them on this regard (Which, is incorrect).

After a 50 minute phone call, in which my patience and good faith were severely tested, I got nowhere, and worse, was disallowed from being forwarded to a Manager, or an alternative agent/retentions. Basically, I was being fobbed off on every turn and being told that after 3 1/2 years of custom, that I am a liar and that I shouldn't be given something that I ordered, even as a good will.

Of course upon request I was denied full disclosure of the details of the call (to take to the CEO's office) and was told that because I was "not willing to discuss my account further" that I would be cut off. I ended by requesting a call back from management that frankly, I know I will not receive. Is there anyone here who can help? If only to direct me as to what recourse I have for such appalling service. I know the VM guys here are diamonds, yet why is it any time I try to get a decent service level, I end up wanting to end my account?

Thanks all.

Lee

It is £30 to upgrade.

[Stop It]

Originally Posted by Digital Fanatic

It is £30 to upgrade.

Look up, your website disagrees! The only reason why I didn't use it is because it broken last time for me, and as it has proven to be a huge bone of contention, I didn't want to risk that.

If it is £30, it does not say so online, and as I am on XL broadband already, I fail to see where this mentioned. I even got to the step before setting up the order, and it still thought it wouldn't cost anything.

Again, the online system is either wrong, or not mentioning something, which is a problem I had with the thing in the first place! However that is a secondary concern at the moment. More importantly to me is how to forward a complaint to the CEO's office. I can accept systems failing, I cannot accept being called a dishonest customer!

[Peter_]

But it does say so here http://shop.virginmedia.com/existing...broadband.html

Also even staff have to pay the £30 to upgrade below taken from my KANA email.

Thanks for contacting the My Rates Team to arrange an upgrade to 30mb broadband

We have arranged a Quickstart order for you today, we'd like to call by to deliver your Superhub on the 11 February between 9am and 6pm. We hope this time is good for you, but if not just email me or call on one of the numbers below. We'll do our best to arrange another time.



There is a one-off activation charge of £30.00, this will appear on the bill due to be produced on the 11th of February.

[qasdfdsaq]

Right here:

http://shop.virginmedia.com/existing...spart=email_05

We’re launching our new up to 30Mb broadband and as an existing up to 20Mb customer we wanted you to know first. It’s 50% faster and could be just what your family needs to make the most of the online life they love.

Upgrade to 30Mb broadband for just £30

[Edit]
Masque beat me to it. Either way there's *multiple* pages where it's clearly stated. Quick Googling of "Virgin media 30mb upgrade" returns them all.

[Digital Fanatic]

Originally Posted by Stop It

Look up, your website disagrees! The only reason why I didn't use it is because it broken last time for me, and as it has proven to be a huge bone of contention, I didn't want to risk that.

If it is £30, it does not say so online, and as I am on XL broadband already, I fail to see where this mentioned. I even got to the step before setting up the order, and it still thought it wouldn't cost anything.

Again, the online system is either wrong, or not mentioning something, which is a problem I had with the thing in the first place! However that is a secondary concern at the moment. More importantly to me is how to forward a complaint to the CEO's office. I can accept systems failing, I cannot accept being called a dishonest customer!

If you complete the upgrade does it advise £30 packaging/delivery?

Link for complaints: http://www.virginmedia.com/myvirginm...t-feedback.php

[jb66]

Superhub is free going from L bb to xl, if your on xl it's £30

[Peter_]

Originally Posted by jb66

Superhub is free going from L bb to xl, if your on xl it's £30

Not according to some customer service agents.

We know different of course.

[Stop It]

Originally Posted by Digital Fanatic

If you complete the upgrade does it advise £30 packaging/delivery?

Link for complaints: http://www.virginmedia.com/myvirginm...t-feedback.php

Originally Posted by Digital Fanatic

If you complete the upgrade does it advise £30 packaging/delivery?

Link for complaints: http://www.virginmedia.com/myvirginm...t-feedback.php

As I said, I got to the point where I could hit "finish order" and it still didn't mention any charge, so the website is either very misleading or broken. If there is a £30 charge, it needs to be mentioned AS you order, not as some side note that you do not see if you go straight through the upgrade process.

As I said, the website upgrade mentioned NO one off charge of any sort during the upgrade package process, and still does not mention any going through the checkout process. If it does slap a £30 charge post order (I.E after I cannot go back), it would not be very clever.

Edit: I think there is some confusion over this. Should the Superhub be free but the upgrade to 30Meg be charged? If so, I'll take the hub and run, as I need a proper router! That, and there is no option to go 20>30meg on the upgrade website as yet anyway!

Originally Posted by jb66

Superhub is free going from L bb to xl, if your on xl it's £30

Well, as I could easily ring up to go back down to L broadband (and then use the website to re-upgrade) that's a bit of a silly idea isn't it!

Edit Edit: Indeed, there appears to be 2 different upgrade paths here, and the version I am using is different from the one that is specifically for broadband.

If you use https://shop.virginmedia.com/change-your-package it offers the Superhub for free HOWEVER doesn't mention 30Meg. However, something tells me that anyone on a XL package with a Superhub will end up getting 30meg anyway (Correct me f I'm wrong) sooner or later, so either the charge should exist, or the option should not be there! I'm confused, and frankly, the CS op didn't explain anything very well at all!

[tweedie]

Upgrade to 30MB is £30 activation fee and you will get the Super[Mod Edit] Hub for free.

If you dont want 30MB and stick with 20MB, its like £70 for the Super[User edit as mods don't seem to read the entire post so I'll do it for you] Hub.

[img]Download Failed (1)[/img]

[zekeisaszekedoes]

Well look, some parts of the VM webite contradict other parts. The thing is, one page will say "only a one-off £30 fee for the Super Hub" yet another clearly states the Super Hub is free for all customers choosing 30Mb, 50Mb or 100Mb.

VM really need to pull it together because this sort of complaint is occuring time after time. Either change your website all at once, or don't do it at all. If you have conflicting information up for days even after a raft of complaints, including but not limited to ones like this where for no good reason some shirty adviser calls a loyal customer a liar, you have a serious problem.

I'm sure our old friend Trading Standards will pick up on this if things continue to escalate.

The standard procedure in these cases, original poster, is to try ringing up again later. Chances are you will get through to a different set of advisers and eventually get where you want to be. If all else fails, pull the "well I'm sick of this and want to cancel my account" and get what you want from retentions. I know, not the tidiest of methods to try but hey, when you've been treated this badly do you really care?

[Sephiroth]

Originally Posted by tweedie

Upgrade to 30MB is £30 activation fee and you will get the Super[Mod Edit] Hub for free.

If you dont want 30MB and stick with 20MB, its like £70 for the Supershit Hub.

Oy!

Anyway, I tried to get onto My Virgin Media to see what's there and guess what?

Oops, something's broken.
You've caught us out - this part of the site has broken at the moment, but alarms have sounded and we're working on it.

Please come back and try again later.

Right now, you might find other parts of the site are working fine, so try using our site map or use the links below to help you find what you want.


LOL double LOL.

[Stop It]

Originally Posted by zekeisaszekedoes

Well look, some parts of the VM webite contradict other parts. The thing is, one page will say "only a one-off £30 fee for the Super Hub" yet another clearly states the Super Hub is free for all customers choosing 30Mb, 50Mb or 100Mb.

VM really need to pull it together because this sort of complaint is occuring time after time. Either change your website all at once, or don't do it at all. If you have conflicting information up for days even after a raft of complaints, including but not limited to ones like this where for no good reason some shirty adviser calls a loyal customer a liar, you have a serious problem.

I'm sure our old friend Trading Standards will pick up on this if things continue to escalate.

The standard procedure in these cases, original poster, is to try ringing up again later. Chances are you will get through to a different set of advisers and eventually get where you want to be. If all else fails, pull the "well I'm sick of this and want to cancel my account" and get what you want from retentions. I know, not the tidiest of methods to try but hey, when you've been treated this badly do you really care?

Indeed, the person I spoke to refused to acknowledge any issues with the website and insisted that because the systems told him that my orders in the past didn't exist, that the systems are perfect and never make any mistakes and thus I didn't find the Superhub for free, nor did I order a V HD box, despite it showing up on my account!

Well, I asked for retentions and was told that I wasn't able to be put through! Says a lot about the person i was speaking to.

As I said, I asked for this to be escalated and a manager to phone me back. When it doesn't happen (because frankly, it wont), I will use that as further fuel when I finally DO get hold of retentions.