Charged Â£40 for router

Nanor · 02-06-2009, 15:09

I renewed my contract with VM at the end of April. Despite a few hitches with their online service and never getting more than 75% of the advertised speed, I'm generally happy with them. IMO they are much better than SKY and, despite the lack of HD, love the V+ Box.

A few weeks after renewing my contract I received a router through the post, I seemed to remember online that there was an offer of a free router so thought nothing of it. I've checked my bill for the month and notice that I've been charged Â£40 for the router! My main issue is that at no time was a router mentioned by myself or by the sales rep when I was renewing my contract. I'm very annoyed that they would send out something that was never discussed or asked for and then try and charge for it.

I called CS and after being transferred three times and telling each operator what had happened I was told to send it back for a credit on my bill. I initially thought fair enough but have since come to the conclusion that as I didn't request the router and it's VM's mistake they should either just credit my bill and leave the router with me or at very least arrange collection, why should I be out of pocket? It's also quite difficult for me to get to the PO at the moment (that's a whole other story!). Has this happened to anyone else?

cooperman1955 · 10-06-2009, 10:38

Yes, here goes....
I upgraded, online, from 2 to 10 Meg after querying the Â£2 rise last month and being told it was a "free" upgrade. This months bill shows additional Â£40 for wireless router + handling fee!
I already have a decent wireless router (their website says its free anyway) and was unaware one was being sent. It never came anyhow!
Today I queried it with VM and they said it was signed for by a "Mr Haws" don't know any Haws around here. The Â£40 will be refunded anyway. The 10MB is nice, though!

BenMcr · 10-06-2009, 15:23

Quote:

Originally Posted by cooperman1955

(their website says its free anyway)

To be honest, no it doesn't!

http://allyours.virginmedia.com/html.../wireless.html

Â£40 when you upgrade to Broadband L or XL
Free when you add Broadband L or XL if you don't already have broadband with us.

goblin · 10-06-2009, 17:29

Quote:

Originally Posted by BenMcr

To be honest, no it doesn't!

http://allyours.virginmedia.com/html.../wireless.html

Â£40 when you upgrade to Broadband L or XL
Free when you add Broadband L or XL if you don't already have broadband with us.

You sure? I'm worried about my eyes what does it say 'Here'?
[img]Download Failed (1)[/img]

http://allyours.virginmedia.com/html...tech_info.html (offer ended today btw).

HTH

BenMcr · 10-06-2009, 17:35

Well that's not L or XL BBI now is it? That page would be for XXL i.e. 50Mbit broadband - for which all customers get a FOC router + USB adapter, exactly as it says

broadbandking · 10-06-2009, 22:27

Quote:

Originally Posted by goblin

You sure? I'm worried about my eyes what does it say 'Here'?

http://allyours.virginmedia.com/html...tech_info.html (offer ended today btw).

HTH

I am worried about your eyes aswell

cooperman1955 · 11-06-2009, 08:42

You're right.
The devil is in the detail...
My point was:
1, nobody said anything to me about a router.
2, I never received a router but got billed for one!
Customer services lady told me that it wouldn't cost me anything.
All I thought I was doing was pre-empting the roll-out of 10MB.

All these different prices and rebates is sooo tedious!
Having to go to retentions each time to get a better deal can't be right!

nirvana_scotland · 09-07-2009, 11:39

Im the same - I downgraded my tv package over the phone and three days later I got a router through the post. I thought "gee that's nice must be a gift as I have spent a fortune with them over the past 3 years". Got my bill through and there is a Â£40 charge for the router.

Told them that they will need to come and collect it but instant that I send it through the post which not only is an inconvienance but it is putting me out of pocket as well.

Glad Im not the only one though, thought I was losing my marbles at first!

Nanor · 13-08-2009, 11:45

Just an update on this, got my refund and was told to keep the router, result! As an aside I would also add that I was having major problems with my download speed at the start of the year, repeatedly phone CS about the problem and seemed to be getting nowhere until the start of June.

Never got an answer out of them on what exactly the problem was but I now consistently get a full 20Mb download speed throughout the day

It may well have been that they were upgrading the equipment in my area (South Liverpool), but whatever the reason I'm now extremely happy with the service.

Tony. · 17-08-2009, 18:18

Quote:

Originally Posted by BenMcr

Well that's not L or XL BBI now is it? That page would be for XXL i.e. 50Mbit broadband - for which all customers get a FOC router + USB adapter, exactly as it says

No but this is

Quote:

Originally Posted by Virgin Media

Selection Package Description Cost
Size: L Up to 10Mb
More information
Â£25.00 per month

Size: XL Up to 20Mb
More information
Free Wireless N router
Â£37.00 per month
Size: XXL Up to 50Mb
More information
Free Wireless N router
Free Wireless N Adapter
Â£52.00 per month

I found it here : http://allyours.virginmedia.com/cgi-...ng_customer.pl

BenMcr · 17-08-2009, 18:21

Yes, if you upgrade from BB S/M/L to BB XL since the 4th of August you get a Free Wireless N router - in return for a new 12 month contract

My previous post was back in June.

Your point?

Tony. · 17-08-2009, 18:23

I upgraded in july and got a free wireless g router