Dishonest and underhanded.
 

I joined Virgin Media in the middle of March as my sky broadband kept going down.

When I joined the Large broadband was 10 mb, which is a bit slow, but all I could afford.

2 weeks after I join, the large package is suddenly 30 mb. So I thought wow, give them a call and get changed over. WRONG!

I was told that if I wanted the 30 mb broadband I would lose my half price for 6 months offer as I was changing deals.

Well I'm not, the Large broadband is now 30 mb so surely I should be changed to this speed?

Why was I not told when I signed up that speeds were tripling in speed for the same price in 2 weeks time?

Dishonest, underhanded and terrible customer service.

I'm going to shout this from the rooftops!

Vermin media indeed!

Re: Dishonest and underhanded.
 

Actually the speed increases have been widely publicised since at least January.

You'll get a free upgrade eventually.

Re: Dishonest and underhanded.
 

The speed increase is from 10mb to 20mb. I am talking about their package structuring.
large was 10 mb until 31st march, from 1st april it's 30mb. For the same price!
That was not publicised. The double speed was which is only coming to me in 6 months time!

Re: Dishonest and underhanded.
 

http://store.virginmedia.com/broadba...and/index.html
http://store.virginmedia.com/broadba...band/30mb.html

Where does it say 30mb is "large"? All I say is 30mb is 30mb. Large is not mentioned anywhere.

Re: Dishonest and underhanded.
 

If you click on to order it, when you review your order there is an L next to it. Which in my language stands for large.
And the customer service agent called it Large as well.

---------- Post added at 18:34 ---------- Previous post was at 18:33 ----------

Copied from their website


Summary (18 month contract unless specified)
One off cost Monthly cost

Broadband L
£14.50 £7.25 for the first 6 months

Phone M

Extras


Virgin Media Super Hub

Virgin Phone line

Virgin Phone line
£13.90

Re: Dishonest and underhanded.
 

You cant really expect them to advertise in the middle of March that all new customers should wait 2 weeks before signing up so they get a better deal. No one would sign up for those 2 weeks then would they.

However, I do see why your not happy about this (I wouldnt be either), and I think they could/should of upped you to 30meg now (without losing your half price for 6 months) as a good will gesture when you phoned up and mentioned this.


Cheers

Re: Dishonest and underhanded.
 

I could be completely off here, but I'm thinking it may be worth trying to get though to the UK call centre and see if they're a bit more sympathetic.

That said, if not the I guess just wait until after the 6 months pass and get an update for presumably the same price then.

Re: Dishonest and underhanded.
 

completly agree with the above and UK call centre is the way to go

Re: Dishonest and underhanded.
 

Thanks. I did phone the u.k. call centre. Spoke to a very lovely sounding scottish lass.
When i asked if I could upgrade to the 60 mb for an extra fiver a month I still got told I would lose my offer as it was a different package.
Talk about customer service hey!

Re: Dishonest and underhanded.
 

You signed up to an offer, if a new offer comes out after that, why do you expect them to free you from your contract to take that offer ?

There will always been different offers on the go.

Re: Dishonest and underhanded.
 

It's not the offer I'm disputing. I signed up to large broadband.
Large broadband is now 3 times the speed and I'm stuck on 10 mb, which no longer exists on their website.
If I signed up 2 weeks later I would have had the same deal, just with 30 mb.
Has my package now been rebranded to extra small?

Re: Dishonest and underhanded.
 

But the point here is the OP didn't sign up for 10Mb broadband - He signed up for 'Broadband L'. Virgin didn't subsequently change the 'offer', they changed the product spec i.e. the speed they provision Broadband L at so he has every expectation that the product he contracted to purchase is supplied!

Re: Dishonest and underhanded.
 

This was always going to be a problem, the way Virgin Media have done this speed increase is all wrong.

What they should be doing is offering Broadband L, XL and XXL for certain prices and it should be 10 meg for Broadband L in the areas that havnt been upgraded yet and 30meg in the areas that have been upgraded. This way the new customers wont be using extra bandwidth in an area that isnt ready to support it yet increasing jitter and slowing down the network. It also wouldnt pee off existing customers paying the same price for an inferior speed. People would just have to accept that no one (neither new or existing customers) gets the increased speed in an area that isnt ready for it yet.


cheers

Re: Dishonest and underhanded.
 

Well in that case you're a lucky boy then....
My area (which is oversubscribed so won't deliver current speeds reliably for anything over 10Mbps)

Re: Dishonest and underhanded.
 

I've just had a thought
I signed up to virgin media online, but never received a contract to sign.
Does this mean I'm technically not in contract, or does the online signup qualify as a contract?
Thanks