changed services

gilburton · 08-05-2011, 09:23

Hello,I've been with Virgin for years and formerly NTL/Comtel. I was getting fed up with the large bills so I rang up last week to downgrade.
I was on XL tv, 20mb broadband and evening and weekend calls. I also have 2 V+ boxes and the Sky movies/sport (not HD)and ESPN. For this I have been getting charged £95.99 less £4 (£91.99) loyalty bonus.
I took freeview downgraded to 10mb b/b and kept the same phone. The operator said it would be £70 while I kept the sport/movies(which I have until the end of rugby)and then it would drop to around £40. I also asked if this would kick off a new contract and he said as I was downgrading no.
Yesterday I received a new contract???? but it says I'm getting the M tv and best of all they're still charging £91.99????????
I WOULD SAY I'M BEING RIPPED OFF and will phone up Monday to make sure I get the UK in the meantime what does anyone advise?? Should I threaten to cancel?
Just to add my daughter is a virginmedia employee and coincidentally she was visiting this weekend and was appalled at the lack of tv service and channels/cost. She said she could get "mates rates" and has applied yesterday. However,I have looked at the Ts & Cs and I don't think I will get it as I have all three services and downgraded recently.

Any virgin employee care to comment? Will I get retentions(uk) on a Sunday?

**Kymmy** · 08-05-2011, 09:55

If your daughter is a VM employee then why are you not on Mates Rates??

gilburton · 08-05-2011, 10:11

Until yesterday I didn't know anything about mates rates. She lives in Wakefield and only comes down to visit occasionally. I knew she got a discount. As I have said from what I can see we might not qualify for mates rates as we have all 3 services and I tried to reduce my bill(coincidentally) within the previous 60 days.
Should I wait to see if I can get mates rates or call up retentions? How long does it take for the mates rates team to contact you?

RobboEdin · 08-05-2011, 11:32

Unless things have changed, you cannot get Mates Rates if you already have all three services.

The purpose of the Mates Rates offering is to encourage new customers or customers willing to add a service.

gilburton · 08-05-2011, 11:50

That's what I thought. I was considering the VIP package if I could get mates rates.
Back to the main problem then,I'm certainly not paying £91.99 for freeview,L broadband and L phone sports/movies (no HD) !!! On average I've been paying over £110 a month for XL tv + the other items after all I've been with them for around 20+ years!
I expect it is a mistake but don't want to let it run on as I appear to have a new contract so what is my best option? I think the contract is null and void as it says M tv and the price is the same as my previous package. Also the date on the contract is wrong as I only changed it mon/tues last week not 28th April.
So what do I do go straight to "I'm thinking of leaving" or the normal operator?
I don't want to call India so is it best to leave it till office hours?

gilburton · 09-05-2011, 12:12

contacted retentions today and I have xl tv back again and the package price has been reduced £10 so it's back to the price it was a few years ago. Only snag is I'm back on a 12mth contract but as I reach retirement age next year I'll look at my options again when I'm a poor pensioner