Virgin Media Horror - Please READ -

Hi Guys, I just wanted to add my experience from Virgin Media Customer Service rep and also Virgin Media policy. I've been virgin media customer for 8 months.

I was on 10 Mbps connection with basic Tv and phone package. So I paid £27 a month. Since I had a 10 Mbps broadband, I decided to contact Virgin Media and see how much they'd charge for upgrading it to 20 Mbps. I spoke to an Virgin Media advisor, she confirmed that it'd be £4 extra, that all. So I took it. She did not say anything else at all.

3 days later I got a letter through the poist thanking me for upgrading the service... guess what, at back of the letter, there was a critical part, when it said that since I changed my service, my contract restarted for another 12 months. However I had 7 working days if I changed my mind and things could go back the way they were. (please remember, amendments to contract were listed at back of the letter, this should be on the front page, in big bold writing.... this kind of scam does not work in long term with consumers)

So i called virgin Media "customer support" and spoke to S, I said, I was not advised that contract would restart for another 12 months and usually when a customer upgrades the service, the length of the contract does not increase, but customer service rep told me that "since you changed to a new package mate, your contract is changed"... that's what he said... i have the called recorded.

At this point I asked if can just cancel the upgrade and go back to the things they were. guess what he said in response... "mate if you go back to the old package, your contract would still restart for another 12 months and you would not get the old package of £27 but for £55 as no discount would be given to you".

Guys, I COULD NOT BELIEVE THIS, this violates the basic regulations and recommendations set by Ofcom. Just because I upgraded my internet, my contract changed and now I'm being forced to take Virgin Media for another 12 months, and even (within 7 days) if I wanted to go back to old package, my contract would still be extended to another 12 months...? what?? This is not fair!!!

Well I have now written a letter to Virgin Media and waiting for response... so will keep you updated... but my advise to everyone is to STAY AWAY from Virgin Media... they are not clear about their terms... making contractual amendments and then writing them on the back of the page is NOT clear! And I am having to spend a lot more than I used to on BT.

Guys, please share you response honestly...

[Russ]

Originally Posted by Mr_SEO

I know my post may not get posted (if cable forum is somehow run by Virgin Media but don't worry I will be posting this on other sites... so you will find my posts...

Sorry to hear about your problems with VM. Firstly I'd say be careful about recording calls, you're allowed to of course as long as you either let the other person know you're doing it or you will not allow any third party to hear it.

Secondly we make it very clear that Cable Forum is not owned or controlled by VM. We are completely independent.

[STONEISLAND]

Sounds to me like you spoke to an incompetent adviser to me......

[Raistlin]

Originally Posted by Mr_SEO

I know my post may not get posted (if cable forum is somehow run by Virgin Media

Which it isn't, by the way

Hi Guys, since it was my first time on cable forum so I suspected that. Please accept my apologies. I have tried to take that bit out but can't amend it as it's been over 120 minutes. Will contact the admin.

[Russ]

Originally Posted by Mr_SEO

Hi Guys, since it was my first time on cable forum so I suspected that. Please accept my apologies. I have tried to take that bit out but can't amend it as it's been over 120 minutes. Will contact the admin.

On my way...

hi admin, thanks for your help.

[LaineY]

Originally Posted by Mr_SEO

i have the called recorded....

hope you advised the agent that at the beginning of the call.

Ofcom regulations is you have to state you are recording a conversation at the beginning of the call.

[Stuart]

Originally Posted by Russ B

Secondly we make it very clear that Cable Forum is not owned or controlled by VM. We are completely independent.

Indeed, some within VM consider us to be a thorn in their side.

[Martyn]

Can you scan up the letter? and show us the part where it states you have 7 days blah blah..?

Obviously remove all unwanted/private information..

[AndyCambs]

If that's a horror - then heaven knows what you would consider what some other people go through in real life:

http://news.bbc.co.uk/1/hi/england/7922408.stm for example

[graf_von_anonym]

You've got to remember that inconvenience around the provision of a service that, though expensive and useful, is ultimately a luxury is more important than anything else. One could argue that complaining about complications around something complicated is a displacement or even avoidance activity for those for whom the rigours of real life are too taxing, but one would be doing so here so a certain measure of irony would be involved, neh?

As for what the adviser said, if you went back to the old contract you'd enter a new one. If you didn't go ahead with the new one the you'd be back to where you started.

[Chicken]

Originally Posted by LaineY

hope you advised the agent that at the beginning of the call.

Ofcom regulations is you have to state you are recording a conversation at the beginning of the call.

Last time I rang VM, I was told by a female voice 'calls may be recorded', which to me says its OK for me to record them.

[moaningmags]

Originally Posted by Chicken

Last time I rang VM, I was told by a female voice 'calls may be recorded', which to me says its OK for me to record them.

Only if you tell the agent you're doing so, they do have the right to refuse, as do you.

[Milambar]

This is incorrect (or rather, only partially correct). From the OFTEL FAQ page:

Can I record telephone conversations on my home phone?
Yes. The relevant law, RIPA, does not prohibit individuals from recording their own communications provided that the recording is for their own use. Recording or monitoring are only prohibited where some of the contents of the communication - which can be a phone conversation or an e-mail - are made available to a third party, ie someone who was neither the caller or sender nor the intended recipient of the original communication.

My interpretation of that, is that I can quite legally record a conversation with a VM CSR, without telling them, and then later refer VM to that recording as proof that something was said as there is no third party involved. There is just me (the first party) and VM (the second party), however said recording could not be entered as legal evidence in a court action, as the court would be the third party.

My interpretation seems to be supported by the second item in OTEL's FAQ:

Do I have to let people know that I intend to record their telephone conversations with me?
No, provided you are not intending to make the contents of the communication available to a third party. If you are you will need the consent of the person you are recording.

Again, theres no third party involved, its just "me" or the caller, and VM.

Heres a link to the relevant page:
http://www.ofcom.org.uk/static/archi...qs/prvfaq3.htm

Yes, Im aware that an alternative interpretation is that the CSR themselves is the second party and VM is the third party, however, since the CSR is representing VM, I interpret it that VM itself is the second party.