I thought double speeds were free!
26-05-2012, 08:37
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#1
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The Thinker
Join Date: Sep 2005
Location: Wales
Posts: 275
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I thought double speeds were free!
Hello 
Okay so I get a letter of VM the other day asking me to visit my virgin media online to get my free double speed upgrade. The lady on the phone said there would be charges for installation etc....I was surprised, thought it was free and said so. She then apparently had a word with the manager and said it would be all free.
Okay so I have an engineer coming out on Tuesday with a Super Hub.
This morning I get two letters from VM. One is to say I'm on a new contract....  and the other to say my new charges for upgrading to 60mb's from 20mb's would show on my next bill.
I thought the upgrade was free or am I wrong?
Please any explanation to this or I am going to cancel before the engineer comes out next week.
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26-05-2012, 09:25
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#2
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Simples
Join Date: Nov 2011
Location: Blackpool
Services: Phone M, 10Mb, TV XL (V+)
Posts: 83
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Re: I thought double speeds were free!
The upgrade is "supposed" to be free (including SuperHub).
It seems to be the case that installing the SuperHub does activate a new contract, however.
Basically it is unclear (even to CS staff).
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26-05-2012, 10:05
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#3
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cf.member
Join Date: Mar 2011
Location: West Sussex
Posts: 8
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Re: I thought double speeds were free!
I too got the letter regarding a new contract when upgrading from 20 to 60.
This was followed by an e-mail as follows:
Great news - we've upgraded your Virgin Broadband speed to 60Mb for free and it's all set up and ready to go!
We've also thrown in 6 months' free Spotify Premium for you, so you can enjoy unlimited music on your computer, mobile phone and (if you’ve got one) TiVo® box. You can find out more at virginmedia.com/spotify.
Just so you know, while we were upgrading your speed we sent you a new contract in the post by mistake. Don't worry, though - just ignore it.
We're really sorry about our mistake and hope it doesn't cause any confusion. We also hope you'll love your new superfast broadband and free Spotify.
Kind Regards,
The Virgin Media Team
Looks like they are still sending the letters by mistake?
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26-05-2012, 10:48
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#4
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cf.geek
Join Date: Nov 2006
Location: West Herts
Services: XL TV, Sports & Movies (2x V+), L Telco, XL60 BB. Freeview HD, Virgin Mobile, Tesco Mobile.
Posts: 952
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Re: I thought double speeds were free!
Probably sent the automated mailing system into overdrive. Not the first time it's happened.
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26-05-2012, 17:45
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#5
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cf.addict
Join Date: Mar 2007
Posts: 187
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Re: I thought double speeds were free!
Quote:
Originally Posted by TbGbe
It seems to be the case that installing the SuperHub does activate a new contract, however.
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Is it, I never saw anything relating to this when placing my order
Equally, the latest email I have clearly states I am out of contract, but the can renew me if I want (which will be cheaper, doh)
__________________
m8internet.com
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26-05-2012, 20:49
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#6
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Simples
Join Date: Nov 2011
Location: Blackpool
Services: Phone M, 10Mb, TV XL (V+)
Posts: 83
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Re: I thought double speeds were free!
Might have been mislead.
Now some are posting that they received a letter stating "new contract", then an email saying "letter sent in error".
Even Virgin are confused!
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26-05-2012, 22:02
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#7
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cf.geek
Join Date: Nov 2006
Location: West Herts
Services: XL TV, Sports & Movies (2x V+), L Telco, XL60 BB. Freeview HD, Virgin Mobile, Tesco Mobile.
Posts: 952
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Re: I thought double speeds were free!
Just ordered my s'hub for the 20 - 60 upgrade today. Be interesting to see what happens.
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27-05-2012, 13:21
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#8
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cf.addict
Join Date: Sep 2007
Posts: 279
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Re: I thought double speeds were free!
Why do you need to *order* the S'Hub? I thought these were being sent out automatically.
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27-05-2012, 16:25
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#9
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Phoenix Legions
Join Date: Nov 2008
Location: Lincoln
Services: phone + L TV + 120mbit BB + Sky+HD
Posts: 3,230
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Re: I thought double speeds were free!
they are which is why you shouldnt be charged for it.
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27-05-2012, 16:56
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#10
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cf.geek
Join Date: Jan 2008
Posts: 877
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Re: I thought double speeds were free!
I think it might be the fact that people are "ordering" them early rather than waiting for them to be sent out automatically, which is triggering the new contract confusion.
__________________
Algebra is great.
For a food-dish, of radius Z, and thickness A, you can say it is PI*Z*Z*A
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27-05-2012, 16:58
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#11
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cf.geek
Join Date: Nov 2006
Location: West Herts
Services: XL TV, Sports & Movies (2x V+), L Telco, XL60 BB. Freeview HD, Virgin Mobile, Tesco Mobile.
Posts: 952
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Re: I thought double speeds were free!
Quote:
Originally Posted by Wild Oscar
Why do you need to *order* the S'Hub? I thought these were being sent out automatically.
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You could wait, but how long will you be waiting. When the upload in your area is upgraded it appears on your account information in "My Virgin Media" and they invite you to upgrade. I am in one of the areas requiring a tech install for the hub, which you then arrange a date through the same process. The tech install is also free (but only if it's offered to you).
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27-05-2012, 23:59
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#12
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VM Customer
Join Date: Dec 2010
Location: Liverpool
Services: Virgin Media 60mb Broadband , VM Tivo, XL tv, Xl Phone
V+HD, VHD Box, Superhub
Posts: 329
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Re: I thought double speeds were free!
i getting charged extra 2 quid a months for 100mb from what i was getting charged for 50mb and started new contract aswell i cannot wait till july then i be happy paying it with full 10mb upload
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28-05-2012, 09:54
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#13
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The Thinker
Join Date: Sep 2005
Location: Wales
Posts: 275
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Re: I thought double speeds were free!
The new contract I'm not as bothered about as I don't intend on leaving VM any time soon.
So I phoned up VM about the letter and they guy said it was sent in error as previous posters have said and that the upgrade and installation was free. Only got their word on that and no real proof so will have to wait for my next bill at the end of June. (holds breath)
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28-05-2012, 13:08
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#14
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Phoenix Legions
Join Date: Nov 2008
Location: Lincoln
Services: phone + L TV + 120mbit BB + Sky+HD
Posts: 3,230
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Re: I thought double speeds were free!
They record all the phone calls dude so if you get screwed on your next bill you have got something to fall back on. Make a note of the time you rang them and the name of the person you spoke to if you can remember
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29-05-2012, 09:28
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#15
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The Thinker
Join Date: Sep 2005
Location: Wales
Posts: 275
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Re: I thought double speeds were free!
Quote:
Originally Posted by General Maximus
They record all the phone calls dude so if you get screwed on your next bill you have got something to fall back on. Make a note of the time you rang them and the name of the person you spoke to if you can remember
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I didn't know that....and don't have the details now. I will remember that if I have to phone again for any other reason.
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