Site Supporter MickyD Posted January 25, 2019 Site Supporter Share Posted January 25, 2019 I have a Virgin phone and broadband deal (formerly NTL) and the only folk who ring me are my mum and folk wanting to claim PPI for me or enquire about the accident I haven't had in the last three years. Anyway, I rung the contact number and asked them to cancel the phone; although I do want to keep the broadband as I really don't have any connectivity issues with it. They asked for the 1st, 3rd and 5th figures of my pass code. This took me back a bit because I always thought my pass code was a four-figure number which was my employee number at work. I thought maybe that was all part of the security so I told them the 1st and 3rd and told them there wasn't a 5th. WRONG! So, having failed the first security question, they went on to the second level; Tell us your package including broadband speed. Now, I know I have a phone and broadband (and I also know I changed the TV package in favour of Sky TV when we got into the Premier League because with Virgin TV, you had to wait for Bolton's turn to be played whereas with Sky, you got Match Choice.) I had no clue about the broadband speed. To me it either works or doesn't work. FAILURE #2 Question 3 - What is your account number? They even gave me a clue; you'll find it on your bill. I pointed out that they stopped sending bills about 15 years ago, or I could find it on www.myvirgin.com or whatever, as I'd already failed question 1 which asked for my pass code, I pointed out that I had no way of seeing my account number and besides, the only www.myvirgin.com address I'd ever visited was... then remembered Mrs D was sat across the room so we left that well alone. FAILURE #3. The guy told me he couldn't help me any further. "Any further?" I asked. "That gives an impression that you've done anything to help so far, but you haven't!" He then said he was terminating the call because I was in danger of becoming irate. Cheeky fucker! Anyway, I opened up a complaint, pointing out that none of the questions were reasonably remembered from 22 years ago when I moved into my current house. They phoned me yesterday and apologised for the way my call had been handled and said that that customer service rep had been given further training. He then went through my options. I could cancel the phone and keep the broadband but if I did that then the monthly cost would need to be altered. That wasn't an issue until they pointed out that phone + broadband @ £38/month would, without a two-part package deal, would go up £2 to £40/month if I only had the broadband. REALLY??? What kind of package makes each component part dearer without the other one? I couldn't get him to understand that losing the phone line shouldn't make the remaining broadband dearer than broadband plus phone. What the actual fuck? Anyway, I've now got a phone line that has no phone attached to it in order to save myself £24.00/year. Apparently, despite being with then 22 years (plus 3 or 4 in previous house) I'm under contract with them until April because (they say) I changed my broadband speed last April. As I said, I've never had any issues with broadband so don't recall ever needing to up the speed. Quote Link to comment Share on other sites More sharing options...
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