Free upgrade but whats this?!
 

Hey all,

Got my utilisation issue fixes so i was a very happy chap. However my free speed upgrade is occuring mega shenanigans.

I was told it would be december....then i was told it would be august 2015 (yes really) now i'm being told i need to "order". Previously i got free speed upgrades without having to do anything. Now im being told:

"We'll email you in the next 48 hours to let you know the exact cost of your order (even if it's free or there’s no change to your monthly bill). Don't worry, if there is a change to your bill, you'll get the very best price we can give you based on the mix of services in your package. And remember, if you change your mind about upgrading, you can cancel your new services within 7 days."

Why would i have a change of price for something free? is this a normal message to get? I live with my elderly mother and if someone calls her and says the bill will go up (for something which is meant to be free!!) she'll get upset. Does anyone know why they're doing this? do i need to complain? is this a normal message and nothing changes etc?

Re: Free upgrade but whats this?!
 

This is what I got when I got the free upgrade from 152Mbs to 200Mbs, I had to to pay £5.99 delivery because I required a different SuperHub

Thank you for choosing Virgin Media

Order date: Saturday, August 6, 2016
Order ref: ***********
Hello David,

Thanks for upgrading your Virgin Media package. To help you keep track of your order, there's a summary of what you chose further down the page.

What happens next?

We'll confirm your delivery date

You've asked to install your new equipment yourself, so you'll need to be at home to sign for the delivery. Here's the delivery date you've asked for:

Sat Aug 13 2016 between 8am - 9pm

We will send you your equipment on your requested date, however if something unforeseeable stops us, we'll let you know as soon as possible and arrange another date that's good for you.

We'll email you again to confirm the delivery date and the price of your new services, so don't forget to keep an eye on your inbox.

Your order
One off
VIVID
200
Optical
Fibre
VIVID 200 Optical Fibre
Up to 200Mbps
Your extras
Virgin Media Super Hub

Postage and Packing
£5.99
Set up costs
QuickStart delivery
£0.00
We'll email you in the next 48 hours to let you know the exact cost of your order, even if there?s no change to your monthly bill. Don't worry, if there is a change to your bill, we?ll make sure you get the very best price we can give you based on the mix of services in your package. If you?ve opted in for a free speed upgrade, then don?t worry it?s free of charge and won?t change your monthly bill.
Got any questions?

The one off £5.99 was just that a one off.

Dave

Re: Free upgrade but whats this?!
 

ahh thanks for this.

I managed to scam the new super hub in advance for free to prepare myself for vivid 200. So i imagine nothing should change for my price and i was just being paranoid...weird message though to send to customers tho!