Virgin Media Horror - Please READ -

[Turkey Machine]

@Mr_SEO: Attacks on VM staff trying to help you will get you absolutely nowhere. This is an *independent* site, dedicated to news, help and speculation about cable broadband/TV products and related services, which happens to have some valuable input from Virgin Media employees using their spare time to help users with problems on here.

[BenMcr]

Originally Posted by Mr_SEO

I know, my posts are not going to make a huge impact on virgin media but i can assure you, changing someon's contract and then telling 3 times on the phone, oh it's our standard policy, is illegal.

Personally I think you are getting two different things and mixing them up

1) When the agent upgraded you without telling you it was a new 12 month that was wrong and should not have happened and is certainly NOT VM Policy

2) However it IS Virgin's policy to ask that customer stay a further 12 months in return with the new bundles (in your case the new 20Mbit price)

So depending how you actually asked the question, you may have been asking about 1) when the agent though you were asking about 2)

As has been said many many times now - you should be able to cancel ANY new contract with VM within the 7 day cooling off period, return to your original price (or as close to it as possible) on your original term

[chuzzlemonkey]

Originally Posted by BenMcr

As has been said many many times now - you should be able to cancel ANY new contract with VM within the 7 day cooling off period, return to your original price (or as close to it as possible) on your original term

Many Many Many Many Many Many Many Many Many times!

Originally Posted by Russ B

The purpose of this site is to post troubles and issues regarding cable services but generally from any Telco company. The help you get is either from other users or occasionally staff of those companies. We used to be a 'hate' site but 5 years ago we changed our direction to one of a more positive direction and the site improved as a result.

We are a self-help site. No-one has to post here and no-one has to offer help.

thanks for explanation. It's good to hear that you aren't a hate site.. If you were one, I would have never posted here. My intention was not create hate for virgin media but to make general public aware of this.
And I also did not know that your main objective was to help broadband user rather than discussions....

Regarding my issue, it's been nearly 10 days and I still have not received any help. Beside that my intention was not to seek help from this site and the only people can really help me are Virgin Media themselves.

Anyway I intend to keep posting my story over and over on here in future... And NO WAY I intend to cause any damage to virgin media. All I want to do is make other people aware of my experience with virgin media.

thanks

---------- Post added at 16:31 ---------- Previous post was at 16:27 ----------

Originally Posted by BenMcr

Personally I think you are getting two different things and mixing them up

1) When the agent upgraded you without telling you it was a new 12 month that was wrong and should not have happened and is certainly NOT VM Policy

2) However it IS Virgin's policy to ask that customer stay a further 12 months in return with the new bundles (in your case the new 20Mbit price)

So depending how you actually asked the question, you may have been asking about 1) when the agent though you were asking about 2)

As has been said many many times now - you should be able to cancel ANY new contract with VM within the 7 day cooling off period, return to your original price (or as close to it as possible) on your original term

BenMcr, thanks for your reply......I think you're right regarding option 1 and 2. But when I asked to go back to old one, they told me that £27 offer was no longer available so I'd have to pay £55 per month. But when I said I just on internet that there's £25 offer available, the girl said oh,, we can't give you that one...

[BenMcr]

Originally Posted by Mr_SEO

But when I said I just on internet that there's £25 offer available, the girl said oh,, we can't give you that one...

And she is wrong wrong wrong! Customer Relations (150 Option 2 Option 2) are the best people to speak to about this - they deal with similar situations all the time.

They should put you on the £25 price, as it is the closest available, and note that a new contract does not apply - that IS company policy (and the law)

Originally Posted by BenMcr

And she is wrong wrong wrong! Customer Relations (150 Option 2 Option 2) are the best people to speak to about this - they deal with similar situations all the time.

They should put you on the £25 price, as it is the closest available, and note that a new contract does not apply - that IS company policy (and the law)

I shall once again it try now. I'm on the phone........... waiting..............

[Russ]

Originally Posted by Mr_SEO

I shall once again it try now. I'm on the phone........... waiting..............

Of course if you were to supply one of the team with your details we could always pass it on to our high-level contact in VM who it has to be said has given us a 100% success rate in resolving issues. I'm not saying you'll get what you want but I've never heard back from someone who's details we've passed on that VM have failed them.

Originally Posted by Russ B

Of course if you were to supply one of the team with your details we could always pass it on to our high-level contact in VM who it has to be said has given us a 100% success rate in resolving issues. I'm not saying you'll get what you want but I've never heard back from someone who's details we've passed on that VM have failed them.

thanks Russ for the offer. I think I should wait and see untill Monday, this is what I've been advised.

But please try to understand that i'm not concerned about myself most. I'm concerned about general public. out there there're thousands of people who lost their jobs and aren't as good as us to raise their voice on internet. Those are the type of people i'm concerned about. I have no problem paying £2 extra as I have a well paid job at the moment but what about those people. I just think Virgin Media is taking advantage of people's problems and we must our bit to stop this. these kind of ridiculous strategies are being practiced by companies in order to save very little money but destroy families in these difficult times. If we as whole don't act, then no body will. Every time I ring any private or even government company, 90% chances I'll speak to someone thousands of miles away... and then that person would behave like a robot...

I know this does not have a direct link to this but if we let companies get away with these sort of tricks. Same time I have no objection to saving monies but there are standard and values we must maintain at all cost.

If today, all those jobs that serve the U.K consumers were offered to the U.K people then I can assure you we will not have any sort of recession.

Thanks..

[Russ]

Originally Posted by Mr_SEO

thanks Russ for the offer. I think I should wait and see untill Monday, this is what I've been advised.

The offer is there. All you need to do is PM with your name and a contact number for VM to use to get in touch and you normally get a call within 24 hours or so providing it's not over the weekend.

If you've heard nothing by monday then let me know.

Originally Posted by Mr_SEO

On this site I never indended to seek help from Virgin Media at all. The main purpose of this site is not seek help from virgin media employees... or is it? please clarify this for me?

The purpose of the site is for anyone to offer help, if they can, whoever they are. We do not discriminate.

And if you really want to help customers, then go and make a forum on your own virginmedia.com site.... or get on the phones or reply to email complaints effectively...

That's just insulting. The Virgin staff you see on here are posting during their work breaks, i.e. in their own free time.

On the site you can reply to posts promptly just because every general member of public can see them but why can't reply to my emails that i sent about nearly days ago.. or the letter. I know why, because you don't care about them because no one else can see them...

Who exactly is 'you'? Surely you're not suggesting that the few staff members who post here are in their spare time are entirely responsible for managing all the various official ways that Virgin talks to its customers?

I'm very sorry, i;m not having a go at you at all or any other virgin media employee.... But on these kind of tactics by virgin media.

You are, and they aren't.

I know, my posts are not going to make a huge impact on virgin media but i can assure you, changing someon's contract and then telling 3 times on the phone, oh it's our standard policy, is illegal.

That's as may be, but the thread has been over that several times now and several people have tried to help. Now it's just going nowhere.

I wonder why so sudden cableforum started to defend virgin media employees. All I said is what I believed! and my question was not cause any individual an offense at all.

Wrong again. You're being really quite offensive and ignorant. Several people, including a couple of this forum's admins, have been trying to set you right on your misconceptions but you haven't been listening.

You can only go on saying 'no offence intended' for so long. There comes a point where you know you're being offensive because you have been told so.

Just think why would come to this site and spend my time writing these posts?

I'm beginning to wonder.

But after all I respect cableforum team that they allowed my posts.... thanks guys

Well, you've had your say and it is now very clear that this particular discussion thread is no longer being used to try to fix your original problem.

As it is now wholly off-topic I will be closing it shortly.

Originally Posted by Chris

The purpose of the site is for anyone to offer help, if they can, whoever they are. We do not discriminate.



That's just insulting. The Virgin staff you see on here are posting during their work breaks, i.e. in their own free time.



Who exactly is 'you'? Surely you're not suggesting that the few staff members who post here are in their spare time are entirely responsible for managing all the various official ways that Virgin talks to its customers?



You are, and they aren't.



That's as may be, but the thread has been over that several times now and several people have tried to help. Now it's just going nowhere.



Wrong again. You're being really quite offensive and ignorant. Several people, including a couple of this forum's admins, have been trying to set you right on your misconceptions but you haven't been listening.

You can only go on saying 'no offence intended' for so long. There comes a point where you know you're being offensive because you have been told so.



I'm beginning to wonder.



Well, you've had your say and it is now very clear that this particular discussion thread is no longer being used to try to fix your original problem.

As it is now wholly off-topic I will be closing it shortly.

I don't mind. Yes you may close the forum if that helps you. thanks anyway....

Why, thank you.

Thread closed as it has lost its original purpose.

The OP may contact Russ as offered if he requires any further help.

Mr SEO has asked that the thread be updated to say he still hasn't had a resolution to his problem from Virgin Media, but he's still pursuing it.