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I called Vrigin Media to join one of their bundles this morning (01/08/07). It
was the one they advertise as 3 for Â£30 a month which inlcudes line rental for
Â£10, broadband for Â£10 and mobile contract for Â£10 with 100 minutes and 100
texts. I went through all the steps (including setting up the direct debit) and
paid by debit card for the Â£25 installation fee, after which I was transferred
to the mobile phone division where they told me that in order to get the sim
card they had to run another credit check, which turned out to be negative.
Basically, I was left with a contract agreed, a direct debit set up and a
payment already done, yet they were unable to provide me with 1 of the 3
services I had bought.
After being transferred from colleague to colleague for at least 30 minutes, I
was told twice that the mobile service had nothhng to do with the other 2,
landline and broadband; an information that is totally hidden on their website
or at the time of signing up for their contract; an information which is, in
fact, the opposite of what they advertise. In order to cancel my
not-yet-activated account I had to hold on the line for more than 10 minutes with
no answer, and had to call them back again. I spoke to someone on the sales team
who said she'd call back immediately, yet never did so. I had to call back
again, and finally after 4 more transfers from section to section I was able to
cancel my account, and hopefully, will get my money refunded, as they said I
It is amazing and outrageous the way this sytem of contracting/cancellation and customer services work, where only when one is actually making a purchase gets someone to help, while the rest of the times, there are only obstacles and people who are "not able to help". Not to mention the misleading advertisement of their products.
Just to be in the safe side ,Go into your bank and make sure that you cancel your direct debit with Virgin Media.Just in case they take any more payments of you.
I did look into this myself a few months ago. You're right that Virgin Mobile is a separate part of the overall organisation but you should still be only paying £30 a month overall for the advertised services. 2 direct debits would be collected - 1 for £20 and 1 for £10 a month.
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