[Update] ALL 20>30Mb upgrade discussion - Page 97

BenMcr · 05-02-2011, 00:35

Saturday engineer installs yes. Saturday deliveries, not at present I don't think

janipewter · 05-02-2011, 00:43

Delivery is not a problem as I can collect from depot if needed, just having someone at home during the day waiting for an engineer is a problem. If it was guaranteed that I wouldn't need an engineer then I'd order it right now.

Elijah Bailey · 05-02-2011, 00:45

Hi, I do not know if anyone can explain this price increase but I went through the Virgin Media website to request the superhub and upgrade my VIP 20mb to 30mb.

Today I received a reply saying they would provide a hub but I could also have a "special" upgrade price to my VIP20 package of Â£122.50 a month which is a substantial price increase on my current bill. The e-mail from the Virgin media web team even states that I am now "saving even more money" even though they intend to vastly increase my monthly bill.

I have no retention deals that could be removed by the upgrade and I am a little stunned at the attempt to gain a price increase for something I am led to believe will only cost a one off payment of Â£30.

BenMcr · 05-02-2011, 00:48

You would need to speak to Customer Services on that one, as I have no idea what is going on there

javakrypt · 05-02-2011, 01:03

Just adding my 2 cents in this thread.

I got a letter a few days ago saying by Virgin themselves, that we are getting a free upgrade to 30Mb, from 20Mb, and a free super-hub. It had been a few days so I decided to phone them up just now to clarify. First I phoned 150 to ask about the super-hub and to see when that would be posted to us. They said that we never even had the 30Mb added to our account. It was non-existent. So then I asked can we have it since we have the letter saying so. They told us to phone the number on the letter (0800 one) and ask them, but she said it was costing Â£30 no matter what, it wasn't free.

So I phoned up the 0800 number. Spoke to the guy and said when are we getting the hub and upgrade activated. He said there is no free upgrade, for us, it would be Â£30 one off fee, and then Â£10 a month to have that 30Mb. What? So I said well we have a letter saying it's all free. He said they sent those letters out to all Virgin customers (which I don't believe). So I asked why are they sending letters out saying it's free, when it ISN'T?

I got no answer. What games are Virgin playing? They say its free in a letter, but it's not when you phone them, or use their website. So just like Elijah, I'm getting different price quotes from different sales reps. Seems Virgin don't know what the hell they're doing with this.

Elijah Bailey · 05-02-2011, 01:26

Thanks for your comments. I certainly shall not speak to customer services as they are completely unhelpful.

I have never had any problem solved by Virgin media CS department. I have been with VM (and NTL before that and Diamond Cable before them) so long I cannot rempber not having cable services and ufortunately the only way of getting anything done by Virgin Media is by phoning the cancellations guys which I intend to do tomorrow.

I still find it incredible that the only way to get anything achieved is to threaten to leave.

Zee · 05-02-2011, 01:29

I got my install tomorrow, not sure if its 20Mb or 30Mb though. We'll see...

javakrypt · 05-02-2011, 02:00

Quote:

Originally Posted by Elijah Bailey

Thanks for your comments. I certainly shall not speak to customer services as they are completely unhelpful.

I have never had any problem solved by Virgin media CS department. I have been with VM (and NTL before that and Diamond Cable before them) so long I cannot rempber not having cable services and ufortunately the only way of getting anything done by Virgin Media is by phoning the cancellations guys which I intend to do tomorrow.

I still find it incredible that the only way to get anything achieved is to threaten to leave.

Exactly, this is the only way I managed to get what I have too. By threatening to go to Sky. I'll keep trying 151 over the next few days, if I still get nothing, I might have to try cancellation again. If that fails then I may aswell pay the Â£30. That I don't mind since I need a new wireless router anyway, so I see it I'm getting 10Mb free and a good router, I just don't like the idea I'm being told to pay Â£10 a month for it - when for that price I would try and haggle a 50Mb plan. Ridiculous.

robtuk06 · 05-02-2011, 02:30

Got an engineer install tomorrow, they taking the old modem and router away? More importantly the router as I can make use of it if they aren't taking them.

browney · 05-02-2011, 06:56

Just to add.

Those of us on VM Partner deals (Not Retentions) can keep there billing price without paying extra per month.

also, I've got to have an engineer visit instead of being sent a self install pack.

vmfriend · 05-02-2011, 08:41

Still no change this morning, hub connection page still shows me being on 20mb so whatever was supposed to happen overnight obviously hasn't. Tried a reboot and still no joy.

Will try technical this morning, at least I still have service which is a good thing.

Ignitionnet · 05-02-2011, 09:14

Quote:

Originally Posted by BenMcr

Well for a start there are zero Retention deals that include 30Mbit at present.

As I said matter of time, everything goes on the list for people to blag sooner or later.

Peter_ · 05-02-2011, 09:19

Quote:

Originally Posted by vmfriend

Still no change this morning, hub connection page still shows me being on 20mb so whatever was supposed to happen overnight obviously hasn't. Tried a reboot and still no joy.

Will try technical this morning, at least I still have service which is a good thing.

Try ringing as soon as possible.

vmfriend · 05-02-2011, 09:29

Spoken to technical, he tried to send the config file but because the 'upgrade' is showing as pending on my account it won't accept it.

He is going to speak with someone and call me back this morning, sounds like someone may have forgotten to hit the 'confirm' key when I ordered.

Peter_ · 05-02-2011, 09:34

Quote:

Originally Posted by vmfriend

Spoken to technical, he tried to send the config file but because the 'upgrade' is showing as pending on my account it won't accept it.

He is going to speak with someone and call me back this morning, sounds like someone may have forgotten to hit the 'confirm' key when I ordered.

If you do not get a callback by midday ring back.