Virgin Media Spotify - Page 15

Sirius · 31-01-2012, 20:40

Well my lad renewed his mobile last week, Took out a new contract was explicitly told he would have the spotify offer, However now they say he was never offered it and cannot have it, Email to complaints about to be sent with a copy to Neil berkett.

qasdfdsaq · 31-01-2012, 22:11

Welcome to Virgin Media.

Nopanic · 31-01-2012, 22:17

Quote:

Originally Posted by Sirius

Well my lad renewed his mobile last week, Took out a new contract was explicitly told he would have the spotify offer, However now they say he was never offered it and cannot have it, Email to complaints about to be sent with a copy to Neil berkett.

Dunno how the mobile side works .. Sorry

qasdfdsaq · 01-02-2012, 00:17

Same as fixed line by the sounds of things. They'll make up offers to rope you in and then claim they didn't, deny they ever existed and call you a liar until you provide hard-copy evidence they cannot refute.

Nopanic · 01-02-2012, 07:17

Quote:

Originally Posted by qasdfdsaq

Same as fixed line by the sounds of things. They'll make up offers to rope you in and then claim they didn't, deny they ever existed and call you a liar until you provide hard-copy evidence they cannot refute.

I'll make sure I add this to the next job role, it takes us ages to teach agents to beblike this.

starfish · 02-03-2012, 12:41

Quote:

Originally Posted by prusling

I'm trying to add the Spotify offer to an existing 50meg account by re-contracting for a further 12 months but India say it's only possible if I upgrade.

I see many other people have had the same problem and the advice is to keep calling until you get someone in the UK.

However, that was a month or two ago and you would have thought they would have sorted this by now.

I really don't have the patience to keep calling until I happen to get someone in the UK.

Can anyone suggest how to resolve this? Thanks

I called yesterday, got through to a nice Scottish lady, but didn't get anywhere with the offer. I also have 50 MB and was willing to re-contract but she said that doesn't count; the only way to get the offer is to upgrade to 100 MB. Which is a bit pointless, as my broadband upgrade is coming between April and July.

BenMcr · 02-03-2012, 12:54

Quote:

Originally Posted by starfish

the only way to get the offer is to upgrade to 100 MB

She is wrong

starfish · 02-03-2012, 18:16

Quote:

Originally Posted by BenMcr

She is wrong

I said to her that - as I understood the offer - I thought I would be eligible for the offer if I took out a new contract (it renewed in December but I don't see myself leaving VM anytime soon). She said that was not the case. Twice, after I'd pressed her on it.

I am planning to call back in a few days' time. I don't particularly care about it but my daughter would like to have it.

hjf288 · 02-03-2012, 19:00

I upgraded to 100Mbit and didn't get this offer?

Milambar · 02-03-2012, 19:15

Quote:

Originally Posted by hjf288

I upgraded to 100Mbit and didn't get this offer?

Judging by previous posts, its not an automatic offer, you need to actually ask for it.

I have to wonder, I mean, I see lots of people reporting that they are told they need to upgrade, and that just recontracting isn't sufficient. I wonder how they'd go about getting this resolved when the CSR's are so adamant.

Is there a valid escalation path for cases like that?

passingbat · 02-03-2012, 19:47

Quote:

Originally Posted by starfish

I said to her that - as I understood the offer - I thought I would be eligible for the offer if I took out a new contract (it renewed in December but I don't see myself leaving VM anytime soon). She said that was not the case. Twice, after I'd pressed her on it.

I am planning to call back in a few days' time. I don't particularly care about it but my daughter would like to have it.

I'd call back soon and ask to speak to a manager and get it sorted now. You shouldn't have to go on a forum to find out information that EVERY CS agent should know.

This sort of thing happens far too often with VM's CS people and has needed sorting out for a very long time.

Nopanic · 03-03-2012, 10:42

I don't understand why there are still people taking calls that don't know how this works ?

You sure you're calling Virgin media

starfish · 07-03-2012, 21:59

Quote:

Originally Posted by passingbat

I'd call back soon and ask to speak to a manager and get it sorted now. You shouldn't have to go on a forum to find out information that EVERY CS agent should know.

This sort of thing happens far too often with VM's CS people and has needed sorting out for a very long time.

Couldn't agree more. Well, I called yesterday morning, got through to Retentions and talked to Andy, who admitted he didn't know exactly how it worked, but he must have done it right because the Spotify option did appear and my daughter was able to sign up with her existing free account. I did sign my soul away for another year but, as I said, that's not a problem. So mission accomplished and it only took 2 tries!

Tricky Trevor · 25-03-2012, 08:47

I got an email offering 6 months free Spotify. The thing is,I've had this since it first launched and it is due to expire in May.

At first,I thought it was news of a pricing structure for when it runs out. I wonder when Virgin will announce what the price will be?.

cookdn · 25-03-2012, 11:09

Quote:

Originally Posted by Tricky Trevor

I got an email offering 6 months free Spotify. The thing is,I've had this since it first launched and it is due to expire in May.

At first,I thought it was news of a pricing structure for when it runs out. I wonder when Virgin will announce what the price will be?.

Looks like the standard price:

http://shop.virginmedia.com/broadban...y-premium.html

That page also implies that only the higher priced Spotify Premium is available via VM. Spotify also have a lower priced Unlimited service at £5.

http://www.spotify.com/uk/get-spotify/unlimited/

Best regards
David