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Added TV service now reduced to 100Mbps from 200mbps
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Old 29-04-2021, 23:06   #1
Bingham67
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Added TV service now reduced to 100Mbps from 200mbps

Had an infuriating couple of days with Virgin I had the standard broadband and phone (200mbps package)

Basically without warning after using the online portal to upgrade my TV I recieve an email the next day telling me I'm now back down to 100mbps despite the contract in the same email attached saying 200mbps. In this email contains zero information on what I go on to be told next....

30 mins waiting on the phone the customer support basically said I have been temp reduced due to installing the 360 TV service which requires coding etc. Ok im thinking but this hasnt been explained to me he also said your 200mbps would be restored that night it wasnt.

Next day I use the online support chat after I keep on pushing and not budging and being told something different again. Basically said your package has changed due to a promotional code so you have been reduced to 100mbps until 5th of May when your TV installed.

I said I fail to understand why my Internet been reduced to install a TV package it dosnt make sense to me. But anyway the lady in the chat apologised reconnected me and said I have put 200mbps back on I have done the codes there will be no charges to your account. I did a speedtest and said im still on 100mbps she said the speed would get faster as the night goes on. It still says in my account 100mbps although I wish I said that on the online chat at the time now fast forward to 11pm now I get 70mbps on a speedtest!

Well a 1.01 charge has been added since using that online chat I havnt even had my first bill so its showing in the partial month charges. I know it been added because they ask for your last bill charge total Im like what the hell has gone on in two days to be in this mess.

All I want is 200mbps and TV to be added if I knew it would be this bad and hassle I would not of bothered. I would not be to bothered if they have explained this in the first place and also Im currently going to sit on 100mbps for 8 days when contractually im paying for 200mbps with no discount offered.
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Old 30-04-2021, 03:37   #2
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Re: Added TV service now reduced to 100Mbps from 200mbps

If nothing goes wrong and you don't change your package, VM is ok. If either of these happens you have seen for yourself the delays, being told incorrect information, being lied to and general farce that it becomes.

The internet (including their own Community Forum) will show that you are not alone (not that this makes it right or will make you feel any better about it).

If, as I expect, you continue to be messed about and you complain, it's likely that you'll experience much the of the same behaviour. Then, i'd advise that you complain to CISAS where most times the result is in the customers favour.

https://www.cedr.com/consumer/cisas/complainnow/
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Old 30-04-2021, 08:12   #3
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Re: Added TV service now reduced to 100Mbps from 200mbps

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Originally Posted by RichardCoulter View Post
If nothing goes wrong and you don't change your package, VM is ok. If either of these happens you have seen for yourself the delays, being told incorrect information, being lied to and general farce that it becomes.
Yup, hence my mobile phone being cut off randomly and my number lost for weeks etc, because I dared to threaten to cancel over price rises.

People - even on this very forum - then said it was my fault for changing my package. As if I should just accept all increases from VM.

If VM didn't do this massive discount then massive price rise at end of contract (sometimes 50%+) none of this would be needed, but here we are.
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Old 30-04-2021, 11:21   #4
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Re: Added TV service now reduced to 100Mbps from 200mbps

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speed would get faster as the night goes on
that's when you should have put phone down and try some else.
VM , really need to shake up there workforce.
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Old 30-04-2021, 18:55   #5
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Re: Added TV service now reduced to 100Mbps from 200mbps

Have say that l change packages on a regular basis .As shocking as it may seem can't recall any real or lasting problems .The only one was when premier sports were listed as free. If' you' recall it was later charged. After a lot of talking back and fore remains free.
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Old 01-05-2021, 00:58   #6
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Re: Added TV service now reduced to 100Mbps from 200mbps

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Originally Posted by rtho782 View Post
Yup, hence my mobile phone being cut off randomly and my number lost for weeks etc, because I dared to threaten to cancel over price rises.
Not exactly true according to your own posts - you didnt just 'threaten' to cancel ...

Quote:
Originally Posted by rtho782 View Post
Due to the price rises I submitted a cancellation, hoping they would phone me with a better offer.
You cancelled then tried to reverse it when VM didnt offer you what you wanted - not quite the same thing.
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Old 05-05-2021, 19:59   #7
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Re: Added TV service now reduced to 100Mbps from 200mbps

Well dont think im going to have much hair left finally got broadband back on now lies the fault with getting the TV on.

Again I have not been told from the start that installing TV by engineer is not allowed currently as it fall under non essential. So my manned install got cancelled straightaway and ive had to sort this problem out now.

So another call later I get sent a self install box I said to the customer service this is useless as my install originally (broadband and phone only) was brand new end of April setup in another room. Wires need to be layed and drilled and put into the living room which requires an engineer. He was sympathetic but my patience was at breaking when he said I need to phone up the day of TV box arrives and put through that your self install failed. The system is absoloutely crazy and he agreed I said I cant do that now then he said no you have to call again on the 7th May when the TV box arrives.

The drama continues...
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Old Today, 10:56   #8
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Re: Added TV service now reduced to 100Mbps from 200mbps

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Originally Posted by Paul View Post
Not exactly true according to your own posts - you didnt just 'threaten' to cancel ...



You cancelled then tried to reverse it when VM didnt offer you what you wanted - not quite the same thing.
Not really any point in arguing with you, but I submitted notice to cancel, and then phoned them, withdrew that notice, which they agreed with, and were happy to continue my services, and still terminated my mobile.

If I was so in the wrong, seems strange that they settled it and sent me a cheque for 259.

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