[Update] ALL 20>30Mb upgrade discussion

Originally Posted by ShadowTD

CF is very loosely moderated - if this was some of the other forums I frequent, the banhammer would have been wielded by now.

I'm going to print that out and have it framed.

[looselipsuk]

Originally Posted by Smilie

im on a bundle package that have
TV M (no +)
Phone M
and BB XL

paying £32.24 (according to last email bill)

if i do upgrade would i have to go for TV M+ (as TV M isn't available in build a bundle)
which i think would make my bundle cost £37.99

Do it by phone, like I did, and you can keep what you have and just have the upgrade in speed.
I had to do mine by phone as had a loyalty bonus but realised I was paying for some things I did not need. Dropped the extras so just have TV M and XL phone with caller display and will be paying less a month.
Am a very happy bunny.

Originally Posted by ShadowTD

Is it me, or has CF been overrun by morons in the last few months? Between this and the TiVO thread, the sheer amount of people wanting something for nothing and not even being prepared to wait for it when they may very well get summat for nowt is mind boggling! I've always appreciated the respect that CF afforded the VM staffers who chose to spend their free time on t'internet discussing work! You certainly wouldn't catch me doing it and I'm ruddy grateful that they do.

Chill out, calm down and show a bit of respect people. CF is very loosely moderated - if this was some of the other forums I frequent, the banhammer would have been wielded by now. Mad props to all the regulars for giving us as much info as they're allowed (and probably more than they should).

Rant over. Sorry mods.

I prefer to call it "The Mallet of Loving Correctionâ„¢".

[Sir John Luke]

"Customers on non-standard pricing will need to move to standard pricing to receive these offers."

I take it this means the monthly cost of my 20MB broadband (£37 - £12 discount = £25) will automatically reduce to the standard price of £18.50 for 30MB?

[jtaylor06]

Had ordered yesterday, but my mum called up today just to confirm it had gone through.
To our surprise, it had not gone through on the internet so while she was on phone she ordered it again.
SuperHub will be delivered Friday (agent originally said next Thursday)

Will let you know how everything goes!

[BenMcr]

From what the briefs say yes, everyone that goes for XL (30) pays the same price

[jtaylor06]

Originally Posted by Chris

I'm going to print that out and have it framed.

Just make sure you have 77 pages of paper first

[Sir John Luke]

Originally Posted by BenMcr

From what the briefs say yes, everyone that goes for XL (30) pays the same price

Assuming that was in reply to me, thanks Ben.

[Athanor]

Originally Posted by Masque

It should not affect you upgrading to 30Mb as you will still be paying the same price the only difference is that you will have to pay £30 for the Superhub which you can order online. http://shop.virginmedia.com/existing...broadband.html

Originally Posted by jb66

Mates rates means you get a £33.50 discount no matter how high a package you take

Well I put my order through online and got an email today with an install date of the 8th and a suspicious "agreed new monthly charge" line. Hmmm.....

In the spirit of sharing what I suspect is going to be an interesting call here comes a blow by blow account of my adventure into Virgin Media Customer Services...

Right, called Customer services and am now speaking to "Sharon" who, to my considerable surprise just told me "Because you've upgrade to 30mb and you've lots of discount you've lost your discounts and your monthly charge has increased by £44 to £70something". I say "Sharon" in quotes because I'm fairly certain that isn't her name and she isn't in Knowsley... Anyway, I digress.

I'm back on hold whilst Sharon checks something....

And we're back..

Having had a couple of minutes to let the enormity of my £44 per month "free" upgrade sink in I've asked Sharon to cancel the upgrade and charge. I'll stick with my lovely Mates Rates deal and 20mb.

Aha, apparently Sharon can't help me with that and has to put me through to her "self Install team".

Back on hold for a couple of minutes..

Now talking to a polite helpful chap called Will (clearly in Knowsley unless he's one of the roaming scousers you find all round the world) and have asked him to stop the changes, charges and cancel the install - I don't want to lose my rolling contract and Mates Rates discount. I'll stick with 20mb...

Back on hold, Will checking in with his manager, somethings not quite right...

OK, Will has checked and confirmed with his manager my monthly fees won't change after all but can't confirm in an email as he's in "activations" and not sure why "Sharon" put me through to him in the first place.

Will offers to put me back through to Customer Service - OK, in for a penny I suppose...

Now on hold on my way back to Customer Services for someone else to hopefully confirm I'm not starting a new 12month contract or losing my Mates Rates discounts... /sigh

5 minutes of agreeable hold music so far...

I have a bad feeling about this....

and I was right to be - been cut off after 10 mins on hold...

Ok, much against my better judgment I'm dialing 150 and trying CS again...

10mins of jaunty music and still waiting for someone to speak to me...

Ohh, Eliza Doolittle, I like this one... Switch to hands free and boogy around the room to ease my now numb limbs...

15 mins... considering sending out for Pizza, this could be a long evening...

Hurray, through to Matthew (Could be anywhere, he's not giving it away with any noticeable accent) in installs who confirms that there should absolutely be no extra charges, my discounts don't change, it is just one £30.

Fantastic - nice one Matthew - everyone should just have your direct line number...

Matthew doing a bit more digging and "Sharon" has canceled the order after all, Matthew (who is incredibly polite and helpfully despite my ramblings and obvious phone fatigue at this point) offers to rebook the order and install, confirms I won't lose my discount and helps me change the install date by a day which actually makes my life easier anyway.

Slump back in my chair, beg wifey to find a beer and crisps to help revive my frazled brain and body with a generous helping of salt, vinegar and alcohol.

Post the fun here and then wait to receive the inevitable letter in a couple of days thanking me for taking out a new 12 month contract and detailing the additional £44 per month charges I may, or may not have agreed to depending on what hidden horrors have been inflicted on my account by "Sharon" or not...

I'll let you know how it all goes next week

[trublue]

For arguments sake,if you don't have the superhub can you stop on the 20mb/s indefinitely,or will it be phased out some time in the near future?

[browney]

Athanor,

I am on retail rates deal and I was also told my bill would go up by £44per month to about £70.

I then went online and done the upgrade and got a date of the 11th Feb but I'm worried that my next bill will be £70 and I don't want to call CS for it to be messed about with.

Luckily I know a VM Rep so I am dealing with him via mobile and e-mail.....I hope.

[BenMcr]

Originally Posted by trublue

For arguments sake,if you don't have the superhub can you stop on the 20mb/s indefinitely,or will it be phased out some time in the near future?

Virgin never phase out a tier of service if they don't have to, so you should be able to remain on it for as long as you want.

If they do decide to stop it you would get a letter with enough notice to sort out any changes

[Athanor]

Originally Posted by browney

Athanor,

I am on retail rates deal and I was also told my bill would go up by £44per month to about £70.

I then went online and done the upgrade and got a date of the 11th Feb but I'm worried that my next bill will be £70 and I don't want to call CS for it to be messed about with.

Luckily I know a VM Rep so I am dealing with him via mobile and e-mail.....I hope.

Let me know how you get on, if it's any help Will and MAtthew (along with their managers) have assured me there's no change other than the £30 activation and they have no idea why the CSR said it would go up by £44,

I feel a visit to the CEOs office (not his actual office you understand, rather his army of people that keep people like me from reaching him) next time i'm in Hook coming on...

[vmfriend]

Originally Posted by ShadowTD

Is it me, or has CF been overrun by morons in the last few months? Between this and the TiVO thread, the sheer amount of people wanting something for nothing and not even being prepared to wait for it when they may very well get summat for nowt is mind boggling! I've always appreciated the respect that CF afforded the VM staffers who chose to spend their free time on t'internet discussing work! You certainly wouldn't catch me doing it and I'm ruddy grateful that they do.

Chill out, calm down and show a bit of respect people. CF is very loosely moderated - if this was some of the other forums I frequent, the banhammer would have been wielded by now. Mad props to all the regulars for giving us as much info as they're allowed (and probably more than they should).

Rant over. Sorry mods.

I agree, I am actually amazed that I will be paying less for 30mb than I was for 20mb.

If people continually keep questioning the VM staffers then they will just stop posting.

As far as I can see all they are saying is if you are currently on 20mb and are price sensitive (ie you don't want to pay the £30 activation fee) AND currently have a superhub, be patient as there is a very strong possibility you will be uplifted to 30mb for free.

Inpatience, or the urgent need for 30mb comes at price and that is £30.

[trublue]

Thanks for the reply BenMcr