Seems like VM are not giving me what I'm paying for

Merlin5 · 22 May 2012 at 20:05

I've been with VM for years and it's recently gone from £21.50 to £23 for up to 10MB cable, and from July onwards my area will get a free upgrade to 20MB.

But they're offering 30MB for £22.50. So I'm getting 3 times less speed for 50p more. I should complain, right?

Showboat · 22 May 2012 at 20:07

Yup, you will only get better when you phone up with a better deal fom sky or bt. I got upgraded from 10mb to 60mb and they took £3 of my bill. So XL phone and XL BB for £30 /month.

Merlin5 · 22 May 2012 at 20:12

Showboat said:
Yup, you will only get better when you phone up with a better deal fom sky or bt. I got upgraded from 10mb to 60mb and they took £3 of my bill. So XL phone and XL BB for £30 /month.

Right, but, I shouldn't need to say I've been offered something elsewhere. I should be paying much less for 10MB since they're already offering 30MB for 50p less than I'm currently paying.

james.miller · 22 May 2012 at 20:17

hmm sit and moan, or ring up and get 30mb for 50p cheaper......tough one.

Merlin5 · 22 May 2012 at 20:22

james.miller said:
hmm sit and moan, or ring up and get 30mb for 50p cheaper......tough one.

Don't be so sarcastic. Of course I'm going to complain. I want more than 50p cheaper because they can't even offer me 20mb, let alone 30mb, until sometime after july. So why should I pay 30mb prices now? For the 10mb I'm getting it should be more like £15.

tom_e · 22 May 2012 at 20:24

If you move to the 30mb teir they'll give you the 30mb straight off, you're not getting the 20mb till july because it's a free upgrade so they'll do it when they feel like it.

Swordfish · 22 May 2012 at 20:26

You will no doubt get a better deal if you phone up and ask.

I did once raise the issue of new customers getting better deals than long time existing ones and was told that quite simply "when you joined virgin you got a deal did you not?". I do understand the logic of it though, but still always enjoy the discussions every year to get a better deal.

Merlin5 · 22 May 2012 at 20:30

tom_e said:
If you move to the 30mb teir they'll give you the 30mb straight off, you're not getting the 20mb till july because it's a free upgrade so they'll do it when they feel like it.

I see. I thought it was because my area wasn't ready for more than my current speed. So you're saying if I click on 'start your order' I'll start getting the 30mb within a few days and they'll adjust my price?

dbmzk1 · 22 May 2012 at 20:33

Same thing just happened to me only with 50MB. I just phoned and ended up having to demand they charge me the same as existing customers. I think I sounded so angry they actually gave me a discount too

[RB] · 22 May 2012 at 20:37

I had exactly the same situation.

Ring up, moan and point this out over and over. I got a very reasonable deal on 60Mb

Merlin5 · 22 May 2012 at 20:38

dbmzk1 said:
Same thing just happened to me only with 50MB. I just phoned and ended up having to demand they charge me the same as existing customers. I think I sounded so angry they actually gave me a discount too

Lol, I must try it. Can you give me the number you rang and are they there now?
I just clicked on start order, it says £22.50 (£17.50 for first 3 months) and free wireless router/super hub, but it also says Installation, set up and demo
£49.95. I don't need to pay that do I if I'm already with them?

Ok, got it, 0845 454 1111 8am to midnight

Merlin5 · 22 May 2012 at 20:55

I'm glad T-Mobile give me 0845 numbers for free. After typing in my account number, area reference and first two letters/digits of my password, VM are just keeping me hanging on for ages with piped music until someone is free.

Merlin5 · 22 May 2012 at 21:33

Ok, here's the result of my phonecall. I'm being changed to 60mb for £4.50 more, so £27.50. Engineer coming friday between 8am and 1pm. They insisted an engineer has to bring the modem and set it up.

It was one of those overseas call centres. Decent enough person, but I had a bit of a go. I insisted that I should be put on 30mb for £22.50 since I've been with VM for years, and he kept saying it's for new customers only. I threatened to leave if he didn't do it right now and that I've been offered good deals by BT Infinity and Sky, but I wasn't able to sway him. He kept saying he really wanted to help but couldn't. He also said it has to be with a phone line. I told him the website is offering without a phone line, but he wouldn't have it. He said I can ring tomorrow and be put through to another customer relations department and they may be able to do it. In the end I thought I might as well go for 60mb since it's a nice speed and he said I can have it for £4.50 more. I insisted he waive the £49 installation fee which he said he would do. Amazing how he can offer me 60mb with no phone line but couldn't offer me 30mb.

Zefan · 22 May 2012 at 21:38

So you were annoyed at paying too much for 10Mb, which you are on because you can't get 30MB in your area, and now you're on 60Mb?

WHAAAAAAAAAAAT

:edit: Oh from July. That'll teach me for not reading threads!