Virgin Media Not Playing Fair With Existing Customers!
Virgin Media have recently renamed and increased the speeds of all their Broadband packages. They are now called, Up To 30mb, 60mb & 100mb instead of 'L', 'XL' & 'XXL'.
I am on the 'L' package with a speed of up to 10mb at a cost of £22.50 a month, the new low end package on offer is 30mb and also costs £22.50. I recently received a letter informing me that VM were going to double my speed to 20mb, that's very nice but new customers paying the same £22.50 are getting 30mb. I have e-mailed VM three times asking why I am only receiving 20mb and received three answers all different and nothing to do with the questions I have asked. I foolishly called C/S and the advisor had no idea what I was asking about, don't you just love these overseas call centres? I have checked and there is no technical reasons as to why I should not receive a speed of 30mb as I have the new SuperHub . As a new customer I have been offered the faster speed so why not as an ex NTL, now VM customer of 12 years? What's going on? |
Re: Virgin Media Not Playing Fair With Existing Customers!
ring retentions they will give you 30mbit.
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Re: Virgin Media Not Playing Fair With Existing Customers!
Thanks for the advice.
:) |
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Re: Virgin Media Not Playing Fair With Existing Customers!
Are they charging you extra for 60? Given what you've said, I'd be mightily peeved if they are, unless you did want the extra upgrade.
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Re: Virgin Media Not Playing Fair With Existing Customers!
I rang retentions last week and got offered 30 no problem with a superhub being installed next week
I think it really depends on the person you speak to |
Re: Virgin Media Not Playing Fair With Existing Customers!
Most customers on L don't have a SuperHub, therefore mass uplift can only do a change to 20Mbit. If they put everyone on L onto 30Mbit, then those who didn't have a SuperHub would lose internet access
However, if you move onto the Essential Collection you get 30Mbit, and I'm sure as the upgrades happen there will be ways for those on L 20 to go up to L 30 |
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That's not what I was given to believe, I understood that older modems would just max out at whatever the speed modem could give. They would not lose internet access. When they increased the speed from 2mb to 10mb the modems at that time were far lower spec than is in use now and there was no problem. Off the subject a bit but there is word that VM have under estimated the volume of new customers which has resulted in the many problems experienced after the increase in speed to SuperHub users. You only have to read the VM web site forum, as well as other forums to see all is not well. Sky shot itself in the foot when it first ventured into BB, as I experienced. Too many customers, maybe because to many it was free, the system just could not take the strain. It was not even possible to open the Sky page to register. (I lasted 4 days and it took 13 months to get the marker removed from my line.) Consumers have long memories. Re your suggestion, why should I have to move to the more expensive and unwanted package ''Essential Collection'' to get what others are getting for the same price as I am paying? If VM cannot supply 30mb to all customers on the base product then I fail to see how they can charge the full price of £22.50. If we both went into a shop and both bought a packet of the same biscuits for £1 and your packet had 1/3 less than mine would you not complain and ask why? ;) |
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In regards to your case, again L 30 is a different tier to the one you are on. It may cost the same, but it's not the same product. So as I also said, I'm sure there will be other options for people to move up to L 30 as the upgrades progress. |
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---------- Post added at 14:05 ---------- Previous post was at 14:03 ---------- However if the mass uplift sent the configs immediately - it would knock off existing kit |
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Don't forget the thousands of 10/20mb users on old modems running off a single channel on the new network. |
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Thank you for confirming what I had been told. :dozey: |
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