Virgin Media Discussion Thread

So 3 days ago I got a call from VM asking if I would like to upgrade my broadband from 10mb we are currently on to 30mb. This would require signing up to a 12 month contract (we were with VM but with no contract) and the charge would be just £3.50 more than I am currently paying, total for the package (with the 1tb Tivo and HD channels) would be £38.90.

I thought this was fair enough, a free superhub, free 1tb tivo box and 3 times the BB speed for £3.50 a month extra. Great.

Yesterday I get an email from them saying they have doubled our broadband speed to 20mb free of charge. After I have already signed up for the contract for 30mb (this will not be activated until 7th July, so my current 10mb has doubled to 20mb).

I feel like they have been a bit underhanded approaching me for a paid upgrade just 2 days before they were due to give a free upgrade without ever mentioning this free upgrade to me.

I still want the 30mb, but it just seems like a sneaky approach to me and i'm wondering do you guys think I should contact them about this?

I mean if I had got the 30mb package just a couple days ago, I would have been upgraded to 60mb when they doubled the speed.

I feel I have lost out quite badly here and have been left with a bitter taste in my mouth towards VM.

What do you guys think of the situation?
 
Last edited:
Greenja said:
So 3 days ago I got a call from VM asking if I would like to upgrade my broadband from 10mb we are currently on to 30mb. This would require signing up to a 12 month contract (we were with VM but with no contract) and the charge would be just £3.50 more than I am currently paying, total for the package (with the 1tb Tivo and HD channels) would be £38.90.

I thought this was fair enough, a free superhub, free 1tb tivo box and 3 times the BB speed for £3.50 a month extra. Great.

Yesterday I get an email from them saying they have doubled our broadband speed to 20mb free of charge. After I have already signed up for the contract for 30mb (this will not be activated until 7th July, so my current 10mb has doubled to 20mb).

I feel like they have been a bit underhanded approaching me for a paid upgrade just 2 days before they were due to give a free upgrade without ever mentioning this free upgrade to me.

I still want the 30mb, but it just seems like a sneaky approach to me and i'm wondering do you guys think I should contact them about this?

I mean if I had got the 30mb package just a couple days ago, I would have been upgraded to 60mb when they doubled the speed.

I feel I have lost out quite badly here and have been left with a bitter taste in my mouth towards VM.

What do you guys think of the situation?
Click to expand...

I think you have 14 days to cancel your new contract IIRC, whether that is from when it was signed or when it becomes live, I don't know. Read the Ts&Cs, I'm sure you can get out of it if you are quick.
 
Greenja said:
I feel I have lost out quite badly here and have been left with a bitter taste in my mouth towards VM.

What do you guys think of the situation?
Click to expand...

I think you've been conned too. Do a search but I believe VM were going to upgrade everyone and on the new system 20 or 30Mb was going to be the lowest speed. So you'd have got at least some of it for free and no 12m contract.
 
I'm having horrendous issues browsing Facebook while at home. It literally seems to be just that website which is having problems of taking a LONG time to load, and all the inline/Ajax elements timing out when trying to load them. Ping times are about 180ms.

I'm on VM 50MB. Anyone else having this issue? Anything I can try? Different DNS servers make no difference.
 
I don't want to cancle my contract though really, I don't mind paying £3.50 extra to go from 20mb to 30mb.

The thing im annoyed about is the timing they chose to contact me about the 30mb package, at a time when they knew I would be too late to get the double speed upgrade on the 30mb package.

Basically, if I had been contacted a week earlier, or I had been told about the free upgrade before it actually happened, I could have got the 30mb package upgraded to 60mb.

So just because of a couple weeks lack of notice, I am going to be paying the same for 30mb as I would have been for 60mb.

I don't think im explaining myself very well, hope you see what I mean. Maybe it could be seen as being greedy lol, but its 30mb difference for the same price!

Its just the timing they chose was to deliberately ensure I didn't get the best upgrade. Thats what I find annoying.
 
Greenja said:
I don't want to cancle my contract though really, I don't mind paying £3.50 extra to go from 20mb to 30mb.

The thing im annoyed about is the timing they chose to contact me about the 30mb package, at a time when they knew I would be too late to get the double speed upgrade on the 30mb package.

Basically, if I had been contacted a week earlier, or I had been told about the free upgrade before it actually happened, I could have got the 30mb package upgraded to 60mb.

So just because of a couple weeks lack of notice, I am going to be paying the same for 30mb as I would have been for 60mb.

I don't think im explaining myself very well, hope you see what I mean. Maybe it could be seen as being greedy lol, but its 30mb difference for the same price!

Its just the timing they chose was to deliberately ensure I didn't get the best upgrade. Thats what I find annoying.
Click to expand...

While I agree that from your point of view it is pretty damn awful, I'd give them the benefit of the doubt as to it being intentional.

In large companies like this you'll often find that departments will more often than not be completely clueless to anything outside their usual function. Its not so much as the left hand not knowing what the right hand is doing and more a case of the left hand doesnt even know that the right hand exists.

I suspect it may have been an accident, however I would probably contact their customer service team, explain your dissatisfaction and maybe see if they will bump you up to 60mb as a goodwill gesture?
 
Greenja said:
So 3 days ago I got a call from VM asking if I would like to upgrade my broadband from 10mb we are currently on to 30mb. This would require signing up to a 12 month contract (we were with VM but with no contract) and the charge would be just £3.50 more than I am currently paying, total for the package (with the 1tb Tivo and HD channels) would be £38.90.

I thought this was fair enough, a free superhub, free 1tb tivo box and 3 times the BB speed for £3.50 a month extra. Great.

Yesterday I get an email from them saying they have doubled our broadband speed to 20mb free of charge. After I have already signed up for the contract for 30mb (this will not be activated until 7th July, so my current 10mb has doubled to 20mb).

I feel like they have been a bit underhanded approaching me for a paid upgrade just 2 days before they were due to give a free upgrade without ever mentioning this free upgrade to me.

I still want the 30mb, but it just seems like a sneaky approach to me and i'm wondering do you guys think I should contact them about this?

I mean if I had got the 30mb package just a couple days ago, I would have been upgraded to 60mb when they doubled the speed.

I feel I have lost out quite badly here and have been left with a bitter taste in my mouth towards VM.

What do you guys think of the situation?
Click to expand...

The people in the call centre and on the sales team do not have access to the information as to when the upgrades are done to the speeds so they would not have known that the speeds would double 2 days after the call.

Also 30mbps is now the lowest package broadband sold by VM on regular deals so i'll explain what happens.

On the old system the speeds are as follows
L - 10mbps
XL - 20mbps
XL30 - 30mbps
XXL - 50mbps
XXL100 - 100mbps

XL60 was added more recent and is to tie in with the new speeds.

The new tiers are

L - 30mbps
XL - 60mbps
XXL - 100/120mbps

Now the confusing part is the doubling of speeds goes as follows

L - 10mbps to 20mbps
XL - 20mbps to 60mbps
XL30 - 30mbps to 60mbps
XXL - 50mbps to 100/120mbps
XXL100 - 100mbps to 120mbps plus a price drop to XXL

So if you got sold 30mbps you will find that it is either the new tier L or it will be the old XL30 and will actually be 60mbps. The new L tier is slightly higher than the old L package so it could be the difference in price or it could be that you are actually getting 60mbps. You just need to clarify what is on the contract.

As said by another user you can still cancel it and go back to your 20mbps if done within the cooling off period.

Hope that helped and that it actually makes sence
 
You haven't been able to buy the legacy 30mbit package since they announced the upgrades in April - if you have been put on 30mbit since then, it will be at the correct price and you won't get upgraded to to 60mbit.
 
Got VM installed today. 60MB

Went on CS:S earlier.

Ping stays at 20, then literally every 3-5 seconds. up to 200+ down to 20. 3 seconds up to 200 down to 20.

That's on the wireless.

My Xbox is connected via a homeplug. Playing CoD, there's constant ping spikes too. And it's enraging.

Am I stuck with this? :(

Started one of those ThinkBroadband monitors too.
 
You must log in or register to reply here.
Back
Top Bottom