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?