Another Virgin Media Issue

[zebidee]

le sigh. I have spent over an hour this morning trying to make Virgin Media understand that I want them to give me 30meg without increasing the price of my package, seeing as I'm ALREADY paying more than the basic collection they offer and am only getting 20meg and the lowest they're giving anyone is 30. Any tips, pros out there?

 

[tek-monkey]

Yup, leave them. They then put you through to someone with a brain cell, who tries to get you to stay. You say you are fed up paying more for a lesser service and are looking at BT Infinity instead (oddly enough a BT infinity ad is now showing at the bottom of this page), they sort you out a better deal.

Is there more than one person in your house? I cancelled and said my brother would be taking out a new contract as I was leaving, they arranged to switch it over to him at the same time they turned mine off. If you get a different member of the family to join up through topcashback then you can get a kickback of about £25 per service you take out.

 

[tek-monkey]

What services do you need?

 

[Gramaisc]

What services do you need?

How often have you said that..?

 

[wmrcomputers]

How often do I now WISH I'd said that!?

 

[zebidee]

Want all of them, currently on XL phone, L TV and M broadband (I believe). This is the mixture that works for us and we pay enough for it!
After a rude woman cut me off (I heard the receiver go down and up) I rang back and asked for retentions. Even they would not give me 30meg at my current package. Even though we're paying more than their minimum package for new customers. I don't want to pay any more. It's expensive enough. New customers get a Tivo and 30meg as standard. I want what they're giving everyone who signs up now. Wondering if it's worth killing it and getting other half to take out new package instead. But I quite like the set up we have.

 

[tek-monkey]

Just cancel and order again in the wifes name, you'll get what you want at the new customers price plus a £75 kickback from topcashback plus a further £50 credited to your bill apparently (if you choose the essentials collection).

Its not worth being a current customer, always better to be a new one.

 

[age'd parent]

ah ha, just what I need to know!

 

[zebidee]

Just cancel and order again in the wifes name, you'll get what you want at the new customers price plus a £75 kickback from topcashback plus a further £50 credited to your bill apparently (if you choose the essentials collection).

Its not worth being a current customer, always better to be a new one.

That's really useful Tek, thanks. Will do some serious discussions with the other half (who pays the bill anyway, it's mine in name only!!)

 

[bpelectric]

Just got the letter of VM to say i was now on 20mb LOL i do a speed test every week it was 20mb in November

 

[Vault_girl]

When I took out the new package I'm currently under last summer the woman who sold it to me used the fact that the speed would double as a selling point. And the confirmation email I had from her also confirmed this (double from 30meg to 60).

for the past couple of months when I log onto "my virgin media" on the web interface a big green banner says my speed has now been doubled. when I type the postcode in the postcode finder it says it's been doubled.
guess what... not doubled.

So I finally got round to contacting them about it the other day. It took a VERY long time to find a suitable set of numbers to press to get through to someone (I think I went to the area to change your packages).

the indian call centre guy first said I needed to pay another £8 a month for the upgrade. I said "no - I've had a letter saying it will be doubled free, I was told it would be double free when I was sold the package I'm on and I have a big green banner telling me it should now be doubled." then he immediately started telling me to wait until september/december 2013 - I pointed out that's only for the 100Meg speeds as I'd literally just been on the postcode thing and seen the message.

then he said I had to wait 30 days as these things can sometimes get stuck and can take a little longer because of technical issues - if it didnt happen after 30 days to call back and they could make the change.

I then pointed out it was meant to happen in december and I'd already waited over 30 days to call them. he said to give it 15 days instead.
I asked if I'd have to wait another 30 days for it to double once I'd called up after waiting 15 days and was told no it would be done "immediately" - I asked why he couldnt do it there and then and he said there was a "technical issue" at the moment and would have to charge me something to put it through immediately.

I asked if the technical issue was affecting my postcode (and thus why my speed hasnt doubled automatically)
eventually he admitted there was a "technical issue" with JUST my account - I.E someone forgot to select a tickbox to say double this account when doubling speeds come in or something.

I can play along for a few days so I'll let you know what happens once I've waited the advised amount of time. so far the speed is still on 30meg. I also discovered looking back at the confirmation email I had when they sold me the package that I'm on the wrong TV package as well, so I'll have words about that once the broadband is sorted.

It pays to be armed with all the knowledge of what you were told when you ring up. I recently found a "help" guide on the virgin website saying only packages taken out before april last year will get the doubling for free but EVERY piece of selling material I've seen from virgin has said everyone without specifying anything else and since I was sold under the understanding I would eventually end up with 60meg I'll continue to chase this. It's the principle if nothing else!

 

[tek-monkey]

I'm gonna ditch them for BT infinity I think, just for the upload speeds.

 

[wmrcomputers]

I'm gonna ditch them for BT infinity I think, just for the upload speeds.

I'm seriously getting tempted for the same reasons tek. For most home users upload speeds don't matter too much - but obvs. it matters to us. My only concern is that I would like to see evidence that I will get what I pay for... my 30 meg with VM is reliably 30 meg. I'd hate to join bt and only get 50% of what i was expecting etc.

The other thing that's tempting me to BT is the fact that they have now removed traffic management. This doesn't affect me often, but it hurts to be cut back from 30 meg to 7.5 meg when it does.

 

[wmrcomputers]

If you do make the move, Tek, be sure to keep us updated on every aspect of the service you are given, from installation through to performance / reliability etc. please

 

[tek-monkey]

Will do. I just used the postcode checker and it seems we can get good speeds, but it also says we can't receive Dave on the TV?

 

[wmrcomputers]

All I'd be interested in is the broadband itself. I don't have VM TV now. Quite happy with freeview.

 

[tek-monkey]

Can you get Dave on freeview? I'm a bit confused TBH, as surely if the programs come down my internet then I should have access to all? If they come via the TV aerial then they have neglected to mention so, as I don't have one!

 

[wmrcomputers]

Just been looking into the costs, and I can't justify it. BT Infinity 2 full speeds aren't available to me and I hate the thought of paying for something I don't fully get. BT Infinity 1 would therefore be my option.
Line rental of £10.75 if I pay annually. Broadband at £23 per month. Total £33.75 per month, and I currently pay £20.50 to VM.
I would gain around 8Mb extra download and 7.5Mb upload. The upload speed would be nice to have, but I don't think it justifys me paying an extra £13.25 per month for it.
Admittedly we don't have a phone line now either, but the inclusive calls on my mobile cover me for everything anyway and with 5 kids under the roof I don't think it's wise to have a landline. Especially when it's a 13p connection charge to non-inclusive calls - that bill could soon rack up!!!!! lol

 

[wmrcomputers]

And yes we get Dave on Freeview - I'm watching Top Gear on it as we speak

 

[wmrcomputers]

As far as I know, the YouView boxes are essentially Freeview+ with catch up TV built in - so you would need an aerial. And on that basis, I can't see why they'd suggest you won't get Dave.
Hmmmm.....