Virgin Media Horror - Please READ -

[graf_von_anonym]

Originally Posted by BenMcr

But they are not archived in the in-house centres.

Recording and archiving are two different activities though. It's one of the reasons why we have different words for them. Given that Virgin Media have dozens of offices which handle tens of thousands of calls, archiving them all even in digital formats is going to take a huge amount of storage. Though now the technical circumstances are such that it's maybe not that intimidating, but there's probably a spreadsheet somewhere with a field for price in pennies per gigabyte that'll sway Virgin's thinking. There's no requirement to archive it though, and I can't help but think that there's weird additional DPA complications in recording a call like that.

Hi Guys, thanks a lot for your support. I still have not heard anything from Virgin Media though. I will update you once I hear from them.

[chuzzlemonkey]

Originally Posted by Mr_SEO

Hi Guys, thanks a lot for your support. I still have not heard anything from Virgin Media though. I will update you once I hear from them.

Hi.
Apologies if I'm covering old ground again, i haven't read back through the entire thread so I have no idea whether or not this has been touched on.

If you were to go back onto your previous deal, yes the system would enter you into a new 12 month contract HOWEVER. All it takes is authorisation from a manager to authorise the original contract end date to remain (if actioned within the cooling off period).

I have no idea why nobody could have done this for you?

One potential stumbling block now is that the offer you may have been on before may no longer exist!

Originally Posted by chuzzlemonkey

Hi.
Apologies if I'm covering old ground again, i haven't read back through the entire thread so I have no idea whether or not this has been touched on.

If you were to go back onto your previous deal, yes the system would enter you into a new 12 month contract HOWEVER. All it takes is authorisation from a manager to authorise the original contract end date to remain (if actioned within the cooling off period).

I have no idea why nobody could have done this for you?

One potential stumbling block now is that the offer you may have been on before may no longer exist!

Hi thanks for msg, according to VM website, they are offering 14 bundle deal (plus £11 line rental) but to me if I go back to my old deal (even within the 7 working days cooling priod, they would charge me £55 per month for basic tv, 10Mpbs and just the line rental.

I strongly suggest you guys, never ever go for virgin media....

Virgin Media Horror is now even getting worst. I just contacted Virgin Media Horror team and they seem to find this issue common and despite me repeating what a nasty experience I went through, their CS Rep never thought about apologising but instead he tried to defend his Virgin Media Horror team member.

Now I'm thinking about taking the matter further. Could someone advise me on how to take "Virgin Media Horror" company to independant tribunal? and maybe to local media.

Thanks in advance guys...

[Kursk]

Personally speaking I wouldn't bother. You'll get even more worked up and probably incur costs. Life's too short.

[BenMcr]

Originally Posted by Mr_SEO

Now I'm thinking about taking the matter further. Could someone advise me on how to take "Virgin Media Horror" company to independant tribunal? and maybe to local media.

You will need to follow the full Complaints procdure as set out in Virgin's Code of Practice

Virgin use CISAS as their independent resolution service - however they will not take on a case unless you can prove you have failed to get a satisfactory resolution following a companies complaint policy.

BTW I'm not sure why Virgin are not helping. They can put you on the 3 for £25 (TV M, BB L, Phone M) quite easily

Have you spoke to Customer Relations on 150 Option 2 Option 2?

Hi, Yes I spoke to CS team as said above and to be honest they don't seem to care about it. This time the agent I spoke to, he said "it is actually Virgin Media policy that the contract term restarts everytime you upgrade anything". My main now is that they might turn arround and say that it has been over 7 days now and you can not do anything about it. To be honest I'm really getting frustrated. After all it's just punishing customers. I was thinking about getting larger phone service, but no way I'd do that anymore. I'll just wait till my contract expires now and move to B.T. At least B.T are much simpler and they don't have these sort of trick to play with customers.

I used to be BEthere broadband and during my contract I upgraded and downgraded my contract but they did not change the length of contract.. It was just so simple... I think I was stupid to change the service just for the sake of saving £2 a month.

NEVER EVER USE VIRGIN MEDIA or you will suffer and you will never ever be able to leave them.

[STONEISLAND]

Originally Posted by Mr_SEO

NEVER EVER USE VIRGIN MEDIA or you will suffer and you will never ever be able to leave them.

I don’t have any problem with VIRGIN MEDIA so why would I not use them?

Just because you have had a bad experience does not mean you have the right to shout 'NEVER EVER USE VIRGIN MEDIA'

There is a lot who has had very good service.

So I say,

USE VIRGIN MEDIA

Yes of course I have the right to say NEVER EVER USE VIRGIN MEDIA, the same way you have the right to promote them. That's my opinion based on my experience and every one has a right to advise others of their experience with a company where it involves general public as long as it's appropriate and does offend someone who maybe innocent.

Just think, If I did not have any trouble with them I would have never had to search for this forum and trouble myself in writing about the trouble I went through.

Anyway I don't know of any other company that restarts your contract for another 12 or 18 months when you upgrade your service from 10Mbps to 20 Mbps or you change your phone package. Especially I just think it's not fair that a company changes your contract term without advising you. I'm sure a lot of people would agree with me.

Thanks for your comments anyway...

"NEVER EVER USE VIRGIN MEDIA"

[Bonglet]

Well you say you were previously on with be broadband which requires a bt line and bt are the biggest contract restarters around with automatic contract renewall for another 12-18 months.
At least with virgin at the end of the 12 months contract your not forced to renew it you can carry on untill you inform them a month in advance then drop whatever.

Contract renewals are under review atm anyhow by offcom (even though there shysters with fingers in many pies) and it dosent look good for any company trying to auto renew or trick someone into accepting another contract midway through/ending one, and something will be announced in the next few months so watch out for it.

I was previously with Bethere broadband. I had only 3 months contract with them and then I could just give them a month notice and leave. It did not matter if downgraded or upgraded my service the length would not go up. Also they were fantastic with the service. I had absolutely no issues with them but then I got a bit greedy and went for £2 cheaper deal with virgin media (also their fiber cable claims attracted me). Now I'm stuck in it (looks like for another year).

Regarding BT line, I think you're right, now they do that but when I joined them 2 years ago, they had 3 months minimum deal so I was O.K to cancel.

Auto renewals are diffidently not acceptable. Does anyone know if talktalk has the same thing in place? Or any other company.

Thanks

[BenMcr]

Originally Posted by Mr_SEO

Especially I just think it's not fair that a company changes your contract term without advising you. I'm sure a lot of people would agree with me.

Yes, no company should change your contract without advising you - and it is NOT Virgin's policy to do so.

If an agent did so without telling you then they are NOT doing their job right

Hi, Yes I thought so but after contacting the Virgin Media customer service team twice (spoke to three different agents {I have the names}). I was advised by each agent that I have to live with it. I told them that I was not advised at the time when they upgraded my broadband, at that had nothing to say. So i asked they can go back and listen to the call. and in response one of the agents (S***t) actually said "I (VM) don't care". And others said we do understand that and therefore you can cancel the deal within 7 days. But then if I cancel the deal and go back my old package (which previously cost me £27 a month) would in future cost me £55 a month. Even one of agents said if I did go back to my old deal, my contract would still restart for another 12 months.

I think they are doing this to everyone. And forcing people to stay with them as long as possible.

So if this was not Virgin Media's policy then their staff should have apologized for the trouble they put me through and clarified the situation. After all I have spoken to three different agents.

Thanks for comments...

[BenMcr]

Yes they should have apologised - I'm not trying to excuse that attitude of the agents because it sinks

But there is a difference between crap agents and a company setting out to deceive it's customers