2 Week Into Contract Already Robbed

[chris150488]

Hi

im 2 weeks into my 6 month half price deal, i took out Medium Tv, Medium Phone, Large Broadband 6 Months half price.

I decided id upgrade both tv and broadband tv to xl and broadband to 30mb

I have now lost my 6 months half price deal for upgrading talk about a joke.

I have also been charged for a super hub activation *JOKE* wouldnt let me keep my old exsisting router.

Customer service is very rude.

I have just phoned saying id like to cancel my contract as i think your customer service is appaling and your services are pathetic, i get a load of atttitude off a indian agent, saying i will have to pay £30 activation charge, charges for upgrading my tv and broadband

i am getting sick to the back teeth now and was wondering if anyone could offer advice

thanks

chris

[BenMcr]

Firstly this site has nothing to do with Virgin Media

Secondly, I don't see what the issue is. Everything you have been told is correct.

The Six months offers are removed if the services are changed because that is the terms of the offer:

Virgin Media reserves the right to withdraw or amend discount if you change any part of your offer package

As you were on BB L, then upgrading to BB XL 30Mbit does require new equipment and the £30 is the correct charge

If you want to cancel within the 28 Money BacK Guarantee, then that is your right.

[Pog66]

If you have phoned up to cancel I would think you would get put through to retentions - if you explain want you want (in a polite & calm manner!) I would hope they would understand you want to spend more money with them and accommodate what you want.

Also, most retention teams will be UK based.

[Perfect Choice]

The tactic would be to ask for a new 6 month half price package as if you had ordered the upgraded services in the first place so aim for this.

To be strict the terms are as they are and the 6 month discount only applies to the package you first purchased. As soon as you change the discount is lost on those services you have upgraded.

But a practical discussion with retentions may address this, just state you didn’t realise this and if known you would have purchased the upgraded suite of services on the first purchase, I sure this could be accommodated since beneficial to VM overall. If agreed, don’t change anything for 6 months, I believe you can add services though, just not change what you already have in the discount package.

[Martyn]

email complaints

[Stephen]

Whats the issue? you took out a package deal and were given it half price for 6 months but as you changed that deal you are no longer entitled to the half price deal you original agreed to.

[RobboEdin]

Originally Posted by Stephen

Whats the issue? you took out a package deal and were given it half price for 6 months but as you changed that deal you are no longer entitled to the half price deal you original agreed to.

I completely agree with Stephen. I don't understand why you couldn't have decide on your real requirements two weeks earlier.

I would also have thought that you could upgrade while keeping the half price deal on the original levels of TV and BB.