I've just had the most unusual statement from one of the guys in the customer retention team,
having phoned to discuss the end of my current discounts he advised that I am somehow back in contract until May 2017, now I haven't agreed a new contract since 2015 with anyone nor have I had a change to package since 2015.
In his words, fortunately I'm on a recorded line - any repair/in home maintenance/equipment swap or similar - basically anytime the VM equipment screws up and gets repaired or replaced VM apparently renew your contract for a further 12 months and no consent is required.
Replacement of broken kit cant trigger a new contract, unless you OPTED to change your package at the same time. The expression "self installed" seems to be a red flag from the POV that a switch out of HUB would be a replacement with an "activation" not a "self install" - it may have been logged on the system wrong. Either way if all you've had is replacement for broken kit, a new contract should not have been triggered.
Wait for staff to pick it up, they should be able to work it out their end.
As the use of Virgin Media supplied equipment is required for service provision, providing you did not instigate any changes to your services. VM have no grounds to renew your contract only because their faulty equipment has been replaced.
Thanks for your post and apologies to hear there has been some confusion around your contract.
I can categorically state that if we are replacing equipment due to a fault then NO new contract will be entered in to.
The only time this would happen is if you choose to upgrade the equipment or want to change your package.
You've mentioned above about changing the hub. Did you ask to be upgraded to the SuperHub 2.0 or did we just send the newer hub? If you requested it, this would be classed as an upgrade which would trigger a new contract as all equipment swaps are like for like unless we no longer offer it.
Come back and let us know.
Kath_F Forum Team
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