[arcamalpha2004]

Having contacted VM through e-mail it now appears that the letter I received referring to a telephone service was in fact about my broadband service.

Because of the incompetence of VM I suppose I expected nothing less.

Firstly some background from my part.

Last year I was having nightmare service on my 4mb broadband, it was no better than dial up.

So because they could not sort the issue I got onto retentions.

The guy I spoke to said he sympathised and offered a FREE upgrade to 20 mb.

I stated that if they could not give me the 4mb they were being paid for how could they give me the 20mb?

He stated that they could give the higher speed and that it would cost me no more.

Before I put the phone down I asked how long the offer was for, he stated 12 months, I would have to call again before the 12 months was up to speak to VM.

So since then the service has been fine, no issues from me.

Since I contacted VM about the " Telephone " letter I got this reply today.


"Thank you for your e-mail dated 23 March 2008 regarding your enquiry
into the letter received about your monthly service charges. I am sorry
that you have had cause to write to us about this.

Having checked your account I can confirm that the letter is correct.
On 17 September 2007 a discount was applied to your account for £12.00.
This was applied as a one month gesture, however this has continued
until March 2008, our audit team have noticed this error and removed the
discount. The correct monthly charge is now £37.00 for 20mb broadband.

This may not be the resolution you were hoping for, but can assure you
our information is now correct.

If you have further queries regarding this matter or any other issue,
please use the link provided below: "




I am puzzled to say the least, because as I said I was given this for 12 months and not the one month as they state.

This is my reply to that:


"Further to my enquiry about the letter received from virgin media about the change in charges to my account by virgin media and the subsequent reply from virgin media.
First of all the letter I received from you stipulated telephone service, stating that I was not paying enough, as I pointed out I do not have a telephone service from you, so the letter was wrong.
However, it now appears that in fact the letter should have referred to my broadband service.
Quote: "On 17 September 2007 a discount was applied to your account for £12.00.
This was applied as a one month gesture, however this has continued
until March 2008, our audit team have noticed this error and removed the
discount. The correct monthly charge is now £37.00 for 20mb broadband"

The above was given to me following a call to virgin media retentions because I was experiencing problems with my at the time 4mb service.
I had told the retention member that I wanted to cancel because there was no way that I was going to pay the amount I was then paying for the poor speed I was experiencing.
He offered a 20mb FREE upgrade so I did not leave virgin media, ofcourse now you will say there is no record of this.
I asked how long the offer was for and he said 12 months, so this is in contrast to the one month you state.
I have no intention of paying £37 for the 20mb service because as I have said this was given to me FREE because of virgin medias inability to provide me with the correct and proper service I should have been getting with 4mb.
Any attempt by virgin media to take £37 from my account will lead to small claims court action to recover monies owed and also the cancellation of my account.
I trust the above will not be required because this mess will be sorted out.
Yours sincerely,"

How do VM get away with offering such sub standard service is beyond me.