Monday 2 July 2007

Virgin Media's Medium Mollification

In April, during the height of the, as yet unresolved, spat between Sky and Virgin Media, Virgin Media's Customer Service team offered me a discount on their M Broadband package. The Medium package offers a leased modem, internet security, and up to 2Mb with no download limits within reason.

I noticed that the subsequent invoices did not reflect the promotion price and telephoned Virgin Media on Friday! Customer Services informed me that the offer had been withdrawn as I did not qualify for the discount - this was offered to customers registering online!

Virgin Media had not advised me, in writing, of the change and, therefore, this was possibly unlawful! To which I aver. The Customer Service representative was most helpful and gave me a free phone number, to call, to discuss the matter, further, if I so wished. Cancellation was really the last resort and canceling Sky (Music and Movies Mixes), in May, had freed-up income.

After several abortive attempts, one in which I was unceremoniously 'cut-off', I finally spoke to someone in their customer complaints department and was offered a significant reduction for the next 12 months. This was backdated to April. Well done Virgin Media, lets hope things go from strength to strength following the proposed buyout from private equity group Carlyle.

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