Unhappy over Virgin Service

[ruaidhri]

Hi

Virgin Media installed Broadband, TV M+ and Telephone line on the 17/12//10 at a cost of £34.74 for the first six months and £44.49 after that with a one off cost of £49.00. I realised I should have chosen the XL TV package and rang Virgin the next day (18/12/10) to upgrade my service. I was informed that no changes could be made until the 20/12/10 and to contact them in regard to this issue. Essentially I want to Increase the TV package at a total cost of £37.99 for the first six months and £56.49 after that but I have been informed that if I change the package now I will have to pay the full £56.49 increasing to £65.00 after six months.

How could this possibly be fair? I could understand some ambiguity if I had let the matter last for a while but after one day I was looking to upgrade my package at a cost no more or no less than any other new customer. The staff were unaccommodating and in truth arrogant in stating that it was my fault, I would have to pay the full amount and lose the six month offer as a new customer. I have had enough of dealings with providers and considering I am not downgrading my services, I would like to pay the existing offer purporting to new customers.

Has anybody had any issues/ advice on this matter? I would be grateful of some advice and am aware that I have 28 days to decide If I am happy with their services, which at present am not. Thanks

[joglynne]

This does seem a tad silly, VM will benefit from a customer paying a higher subscription in the long term but by taking this stance they risk loosing the cost of the work done so far it you cancel at this point. You may well be able to sort out a better solution if you talk to the retention team. I believe they have some discretionary powers to persuade customers to stay with VM.

It's 150 from your VM phone then option 2, and finally choose the Thinking of leaving us, option 2.

[ruaidhri]

Thanks joglynne.

I'm not prepared to endlessly haggle and negotiate with staff whom at best are unobliging and at worst answer questions that I haven't asked for the sole purpose of increasing my payments. It won't take 28 days to decide if this continues, I may follow your advice but I don't need additional hassle and expense over something you stated "is a tad silly". Thanks again.

[joglynne]

Originally Posted by ruaidhri

Thanks joglynne.

I'm not prepared to endlessly haggle and negotiate with staff whom at best are unobliging and at worst answer questions that I haven't asked for the sole purpose of increasing my payments. It won't take 28 days to decide if this continues, I may follow your advice but I don't need additional hassle and expense over something you stated "is a tad silly". Thanks again.

Just in case I misread you last post I would like to say that I do not consider your problem to be "a tad silly". It is VMs apparent stance that I find to be silly considering they will be the ones loosing out financially if they continue to refuse your request.

[Ben B]

Calling 150 is free from your Virgin Media landline, so do as Jo has said and choose the thinking of leaving us option as you will get through to the retention department who are able to authorise deals that customer services sometimes aren't able to.

[ruaidhri]

I understand what you meant joglynne. I did not phrase my reply properly. I'm trying to pay more to Virgin within reason, an amount that I would have paid on the 17/12/10 but increased substantially in one day because of an oversight. I agree with yourself and Ben B but I have been acutely ill for 8 months and don't need additional anguish.

Thanks for both replies.

[indie1982]

I understand your reluctance to call them when really you shouldn't have to but the people in retentions are incredibly helpful and you won't need to barter with them at all.

If you give them a call and just explain that you think you made the wrong decision on the TV package you currently have and that you would like to move to XL but also keep the original new customer offer I'm sure they'll be of help.

[Digital Fanatic]

As above, speak to Customer relations on 150 (thinking of leaving us option) and they will help you.

It's not that Customer Care don't want to help, it's just they don't have the power to over-ride your offer and re-instate.

Hope it gets sorted. and to the forum