[Update] ALL 20>30Mb upgrade discussion

[Griffin]

Originally Posted by Masque

I have nothing to do with the sales side, so I am not bothered by any deals that people may get by persistence.

Bet you think to yourself good job too, you would probably end up pulling your hair out with all the u turns VM do

[Peter_]

Originally Posted by Griffin

Bet you think to yourself good job too, you would probably end up pulling your hair out with all the u turns VM do

I much prefer my job and I live in the wrong city anyway.

[telegramsam]

Originally Posted by muppetman11

but what about existing customers we pay the same.

As usual existing customers aren`t looked after. I noticed on virgins web site it says `L size broadband takeing with a phone is £13.50`. I looked at my latest bill and noticed that I`m being charged £25.25 with phone. So I asked about this and was told the price £13.50 is for `new customers`. Why should I pay more for exactly the same service just because I joined early than others and have stayed loyal? Well not for much longer. I`m leaving virgin and signing up with Sky who can offer me more of what I want and cheaper!

[abductedcraig]

Originally Posted by Ignitionnet

Your first post was perfectly clear - you were told you would lose your retentions discounts so you kept phoning until you got what you wanted. The answers you received until you got what you wanted were entirely in keeping with both the letters that had been sent out and the experiences of other users.

I could quote your post if you are in any way confused or don't remember what you wrote.

If this is inaccurate I apologise but I only have your posts to go on.

Virgin are to blame for leaving any trace of doubt, they should have stuck with their guns and on the first call told you that you would be losing your discount if you wanted the upgrade and reiterated if you called again, as it is they look rather pathetic having totally changed their policy within a week.

The answers you got were correct, they were the policy at the time, VM's fault for changing it because they don't feel their 30M is good enough to justify its £18.50 price tag, though it's fine to charge it to people who don't claim disloyalty discounts.[COLOR="Silver"]

.

I made a total of three calls.

On the 1st I was told I would need to pay £30 for the super hub (even tho I have one) and the monthly cost would go up by £5. The overseas cs guy could not explain why they would charge for hub again.

Would you argree to pay for something you already have?

On the 2nd I was told yet again I would need to pay £30 for the hub (they even agreed this was nuts since I had one) And the monthly cost would be an extra £10. When I told them it was £5 on the call before, they agreed no one had a clue what the terms should be for users on 20mb. And asked me to call back in a day or two.

On the third call, I said I had called before about the 30mb upgrade and there should be notes on my file. The reply was, yes I see there was confussion over the costs, in the last hour virgin staff had been told if the user had a hub there would be no £30 fee and the monthly cost would be the same as before. I then asked, even if I have loyalty discounts. His reply was yes. The only change would be a new 12 month contract.

The order was then placed.

So where in that did i keep pestering Virgin?

It took 3 calls for staff to get updated info on the deal, not for me "to get what I wanted"

I dont blame the CS/retension staff, I blame higher management.
But I do understand it can take a little time for info to filter down the line in a company the size of Virgin.

[qasdfdsaq]

Originally Posted by telegramsam

As usual existing customers aren`t looked after. I noticed on virgins web site it says `L size broadband takeing with a phone is £13.50`. I looked at my latest bill and noticed that I`m being charged £25.25 with phone. So I asked about this and was told the price £13.50 is for `new customers`. Why should I pay more for exactly the same service just because I joined early than others and have stayed loyal? Well not for much longer. I`m leaving virgin and signing up with Sky who can offer me more of what I want and cheaper!

New customers pay £13.50 + £12.99 = £26.49 with phone.

[madzo2008]

Got the new hub today, all set up and achieving

30.34mbs
and 1mb upload.

Took a couple of attempts to get it working with the PS3 but all going now no problems.

[Griffin]

Originally Posted by qasdfdsaq

New customers pay £13.50 + £12.99 = £26.49 with phone.

I have noticed loads of people forget to factor in line rental, there again i blame the companies as they all do it & put line rental in small/smaller print.

[Ignitionnet]

Originally Posted by abductedcraig

I dont blame the CS/retension staff, I blame higher management.
But I do understand it can take a little time for info to filter down the line in a company the size of Virgin.

Thanks for clarifying.

---------- Post added at 19:38 ---------- Previous post was at 19:35 ----------

Originally Posted by Griffin

I have noticed loads of people forget to factor in line rental, there again i blame the companies as they all do it & put line rental in small/smaller print.

Most of them aren't selling line rental, that's why. Not really the job of Plusnet etc to factor in the cost of line rental from BT onto their package.

Virgin saw it and thought they'd get in on the act which confuses the issue.

Far better they stop advertising broadband and phone in the broadband section and advertise it in the bundle section of the website leaving bb/phone bundle as a bundle, rather than the current situation.

[adzzzbatch]

Originally Posted by Ignitionnet

Thanks for clarifying.

My posts a page or two back paint a similar story with the same amount of calls. But I found customer service member I spoke to yesterday and the one that rang me today very helpful and friendly, it just does seem to take a little time to get "everybody reading from the same page" if you know what I mean.

[Ignitionnet]

Originally Posted by adzzzbatch

My posts a page or two back paint a similar story with the same amount of calls. But I found customer service member I spoke to yesterday and the one that rang me today very helpful and friendly, it just does seem to take a little time to get "everybody reading from the same page" if you know what I mean.

I was a bit jaded after reading a couple of accounts of people wading in on CS calling several times within a day of the upgrade to try and get deals. My mistake.

[Griffin]

Originally Posted by Ignitionnet

Virgin saw it and thought they'd get in on the act which confuses the issue.

Far better they stop advertising broadband and phone in the broadband section and advertise it in the bundle section of the website leaving bb/phone bundle as a bundle, rather than the current situation.

This is true but i still think they all ought to put line rental in broad print to make it obvious, after all the adsl companies can't provide broadband without you paying line rental.
VM should also make it clearer too as they like you to have the phone as well

[savvychels]

Originally Posted by Milambar

I'm angry about it too. But realistically, if you buy a PC from a retailer, and a week later, its £100 cheaper. Do you go and demand £100 back? No.

The price you paid was the correct price at the time.

At the time you bought the 30MB upgrade, you deemed the price was acceptable. Its not nice of VM, but I'm a realist.

Depends on the retailer, but certainly if it's within a week or two you can. Or you can return the item under your statutory rights and then re-buy another....

Amazon actually have a policy where if the price drops within a set amount of time (I believe it's a couple of weeks) after you've bought it you can ring them and get the difference credited back to you. Has happened to me three times. I've gone and looked and 2 days later a difference of £5, £2, and once £20. They don't contact me to tell me it's gone down - it's just if i've seen it, but there's never a quibble and it's in their small print that they will honour the price within a window of time

edit to add: However regarding the current issue, if £30 is the 'activation/handling fee' for sending out the routers then everyone should pay. It's the 'upgrade' that's free. And if in a few weeks' time it gets waived then fair enough. It is a bit galling to see the overall complaining about a one-off fee when the overall service is coming at a slightly reduced monthly fee

[browney]

Originally Posted by Milambar

I'm angry about it too. But realistically, if you buy a PC from a retailer, and a week later, its £100 cheaper. Do you go and demand £100 back? No.

The price you paid was the correct price at the time.

At the time you bought the 30MB upgrade, you deemed the price was acceptable. Its not nice of VM, but I'm a realist.

Yes, DSGi do it and so to Aldi.

[Zee]

The Superhub is not too bad after all, on wireless and still pushing out full speed, hub is upstairs and im downstairs

[zekeisaszekedoes]

Originally Posted by abductedcraig

But I do understand it can take a little time for info to filter down the line in a company the size of Virgin.

That's their mistake. It's obvious they can't get things synchronised.

There's this sense of being too eager to rush new services out before the details are finalised, before the products are completed and before the staff are briefed etc. As current broadband "top dog" they're making huge mistakes and getting away with it because their closest competitors are still quite distant. Us making excuses on their behalf does them or other customers no favours.