Virgin Media apologises for broadband offer email blunder

If you subscribe to Virgin Media, then I’m sure you were overjoyed when the broadband service provider made the announcement that they were giving free upgrades to their customers.

Users who were subscribed to Virgin’s 10Mbps plan would see their maximum speeds reach 20Mbps with no additional charges to their plans. Those on 20Mbps and 30Mbps plans will see their speeds shoot up to 60Mbps. Meanwhile, subscribers on 50Mbps speed connections will eventually have access to 100Mbps connections, while those on 100Mbps connections will be able to access speeds of up to 120Mbps after the update.

However, Virgin had accidentally sent out an email intended only for those who were subscribed to 100Mbps subscriptions to all four million of their subscribers. The email informed the recipient that they would be able to access 120Mbps after the upgrade–which is only applicable for those who were on the 100Mbps connections.

Virgin Media quickly sent out a second email to apologise for the error. A spokesman from the firm stated: “Following our announcement last week that we are doubling the broadband speeds our cable customers receive, we’ve started to write to let them know how it will work and what to expect. Our first email, intended for our 100Mb customers, was accidentally sent to some customers on other tiers which may have led to some confusion.”

He added: “We’re sorry for any misunderstanding and will be writing to customers again soon to clarify how the upgrade will affect them. In the meantime, as part of our double-speed programme, we are delighted to confirm that 50Mb customers will actually be upgraded to 120Mb, meaning even more Virgin Media customers will be able to take advantage of the fastest broadband speeds in the UK.”