Feel Cheated by Virgin...

on_way_to_fame · 22-04-2008, 20:57

Hi,

I recently signed up to the following offer with Virgin which comes for £15.50/Month.

http://www.virginbroadband.com/html/...t/bb_deal.html

Their website says you get a £30 discount if you sign up online. The website I signed through was a different one, and the link was received through the post. I have noticed there are many of these sites out there with a different URL but the same offer, probably affiliate sites being managed by their sales people.

I called up, as I couldn’t sign online and the salesperson convinced me to sign up on the phone, but promised I will still get the same deal. I had to pay £30 up from which he said would be taken off my first bill. Then I received a contract from Virgin Media, which mentioned that I will have to pay £29/Month and I called them immediately to say that I signed up for the £15.50 offer. The customer service told me that, I will indeed be paying £15.50 only, as the balance will show up as a discount on my bill, so trusting them I signed the contract and sent it back. (I know I shouldn't have, but this happens all the time with Mobile providers like Three and the loyalty discount is indeed reflected in their bills, so I took their word for it)

Now I have received my first bill and I have been charged £29/Month. I called them up and told them the situation, and in their typical aggressive manner they said that's what I signed up for. I told them that on their website it says £15.50 and that’s what I signed up for and if I can get something for £15.50 why would I sign up for the same package at £29. I told them that I called their customer service, to inform them that the contract amount was not right and I was promised it would be £15.50. On this, they said I had never called them and I signed the contract so nothing can be done and I will have to pay £29.

This is not the first time; I have had this experience with Virgin/Telewest. I was with Telewest, before they were taken over by Virgin and they had an offer where they promised £30 every time you referred a friend, but they never credited my account on referring anyone, coming up with different excuses every time. This time I feel compelled to take action, and I would like to know if others have had similar experiences? I was hoping things would have improved after Virgin took over, but this seems like the most unethical business to me, with many of my friend’s having similar complaints with Virgin.

Virgin, has a bit of a Monopoly in this area and their customer service is extremely rude. I need the service, as I have exams coming up soon, so I have no option but to pay them...but I would really appreciate any advice on what my options are?

Thanks

Mick Fisher · 22-04-2008, 22:16

If you search the forum I am sure you will find numerous instances of this sort of thing.

Things have not improved with rebranding. Indeed things now appear to have hit an all time low.

I have no doubt that someone will appear to inform you that it is your own fault and that it is your responsibilty to interpret the diliberately (IMO) misleading small print correctly.

My opinion is if, hopefully, you are within the 30days of signing that contract then you should cancel immediately.

Good luck.

BenMcr · 22-04-2008, 22:54

Whoever you spoke to to try and resolve it should not be working for Virgin IMHO

I would have a word with Customer Relations on 150 option 4 option 2 who will be able to sort it out for you. Or fill in this form https://help2.virginmedia.com/assets...intformCZ.html which goes straight to the complaint team

I would also lodge a formal complaint against the agent who told you nothing could be done

One thing though. where you say

Quote:

Their website says you get a £30 discount if you sign up online

The offer is £10 per service, so with the £15.50 offer you would get £20 off the first bill, not £30

http://www.virginbroadband.com/html/..._discount.html

Quote:

That's because we'll now give you £10 off for every cable service you sign up to online