Well, this may come as no surprise to a lot of you, but it's pants.
Been on a 12 month contract, service has been great, broadband speed fab. Saw the TV, BB, Phone deals for £19ppm with V+ HD, thought 'great', but I'll do some research first.
So I called customer services, but they claimed setup would be £99 instead of the advertised £49. So I asked where the extra £50 came from, was it a labour charge? 'Yes, it's a labour charge and £49 for your V+ box'. OK, fair enough but that wasn't on the website. Another twelve months of my current contract would be £20ppm. OK, hung up to research sky.
Called back, this guy now claims it's £49 but then says it's £99, and spends about 10 mins telling me how bad sky is and how I should sign up to the expensive virgin package.
So, unable to a straight answer about how much it will cost per month, I went to a store in Lakeside, and the chap told me it was £5 more a month but £49 setup. He then said it was actually £99 as I was an existing customer and then a new one, and did not dismiss my suggestion that this was stupid and I should cancel and sign up again! So he calls to find out whether I can get the £49 setup deal but he has to call the same darn useless call centre I do! Turns out I can, but straight away this lady tells me that I can't receive their phone services in my area! Which means I can't get the £19ppm deal, and means I'd have to pay £35ppm to get just TV and BB WITHOUT the phone, £16 more!!? This is as they won't allow customers without their phone service to take M or M+ size TV package. (Even though I couldn't get the phone if I wanted to!) So I hang up.
I discuss my options with the guy in store, who helpfully confirmed I can't get their phone services (though no mention of this from the first two call centre people, great.), and I call back to just sign on to another 12 months of broadband for the £20ppm quoted to me in the first call. 'Another 12 months on your contract will be £25ppm sir'. Then I got angry. I hung up and left the virgin media store.
I think I'll cancel the contract and sign up again (perhaps with the gfs name) so we can get the £20ppm broadband advertised to new customers on their site. That or go somewhere else, which would be a shame, as their product is actually great, just the absolutely shoddy customer service lets it down. That and not allowing us loyal existing customers get anywhere near a decent deal.
/rant.
If you wan't a stress free process, I would avoid VM for now.
Anyone else have a similar experience they wish to share?
Been on a 12 month contract, service has been great, broadband speed fab. Saw the TV, BB, Phone deals for £19ppm with V+ HD, thought 'great', but I'll do some research first.
So I called customer services, but they claimed setup would be £99 instead of the advertised £49. So I asked where the extra £50 came from, was it a labour charge? 'Yes, it's a labour charge and £49 for your V+ box'. OK, fair enough but that wasn't on the website. Another twelve months of my current contract would be £20ppm. OK, hung up to research sky.
Called back, this guy now claims it's £49 but then says it's £99, and spends about 10 mins telling me how bad sky is and how I should sign up to the expensive virgin package.
So, unable to a straight answer about how much it will cost per month, I went to a store in Lakeside, and the chap told me it was £5 more a month but £49 setup. He then said it was actually £99 as I was an existing customer and then a new one, and did not dismiss my suggestion that this was stupid and I should cancel and sign up again! So he calls to find out whether I can get the £49 setup deal but he has to call the same darn useless call centre I do! Turns out I can, but straight away this lady tells me that I can't receive their phone services in my area! Which means I can't get the £19ppm deal, and means I'd have to pay £35ppm to get just TV and BB WITHOUT the phone, £16 more!!? This is as they won't allow customers without their phone service to take M or M+ size TV package. (Even though I couldn't get the phone if I wanted to!) So I hang up.
I discuss my options with the guy in store, who helpfully confirmed I can't get their phone services (though no mention of this from the first two call centre people, great.), and I call back to just sign on to another 12 months of broadband for the £20ppm quoted to me in the first call. 'Another 12 months on your contract will be £25ppm sir'. Then I got angry. I hung up and left the virgin media store.
I think I'll cancel the contract and sign up again (perhaps with the gfs name) so we can get the £20ppm broadband advertised to new customers on their site. That or go somewhere else, which would be a shame, as their product is actually great, just the absolutely shoddy customer service lets it down. That and not allowing us loyal existing customers get anywhere near a decent deal.
/rant.
If you wan't a stress free process, I would avoid VM for now.
Anyone else have a similar experience they wish to share?
Anyway after that call I dialled the same number again and got through to an english bloke, explained my problem again and managed to help me out straight away.
Going to need to ring them once again tonight to book an engineer's vist!