After a much delayed installation (4 months) I am finally getting my installation on 16th of August.
The issue I have the complaints manager of my account is not willing to honour my contract which was signed on 15/04/2016.
The basics of the deal I got was 2 x Tivo boxes. The contract shows one Tivo box free and a charge of the second box for the second room being 49.90.
Despite sending him photographs of the contract he is telling me that Virgin are not willing to honour this contract and I must pay for 2 boxes. He has told me that it is in the terms and conditions that Virgin do not need to honour this.
One I cant find the full T&C's where this information may be. And secondly I cannot believe that despite this being a signed contract between myself and the company that they are able to change what my agreed deal is.
Can any one please help me, I am at my wits end with this and if it was not a need for the fast broadband I would have walked away from this months ago.
Go straight to either citizens advice (who I found very helpful when Citroen didn't honour a contract I'd signed for a car) or if you're a member Which who have a very good legal team just for this sort of thing.
Unfortunately not a member of Which I have considered the citizens advice as well. I have due to an unresolved complain have access to the independent ombudsman that Virgin have signed up to so may also contact them.
Thanks for the reply. I have infact sent photographs of the original contract along with my account number and agreement number to my complaints manager.
I have also seeked advice from the citizens advice who have assured me that what I have signed up to should be what the company honours as the rep who I signed up with was an employee of Virgin media and they have 'vicarious liability' to honour the deal the rep has made.
I have basically been told that it is in the small print that virgin do not need to honour this until my services are installed.
If it was not for the fact that the only way for me to currently get fibre optic broadband was waiting this long.I can assure you I would not have been as patient as I have been.
I was a previous customer of virgin for 7 years in my old flat and was dissapointed that I couldn't get it in my current house and when I got the information saying we were now connected I jumped at the chance and it has caused me 4 months of problems as well as the latest being my contract not being honoured.
If there is any way you can help me that would be great as all I ask is for the contract to be honoured as signed. There is also 110 of credit on my file with the promise of 130 to be added as a final resolution once I am installed. I am now receiving my phone bills for my mobile that are sky high from calling the 0345 number and to be honest the 130 will probably not even cover the calls and loss of services that I am subscribed to as well as the major inconvenience that has been placed upon me, bit again i have been told that is all I will receive.
If you have an email I can send you the same photographs as I sent to my complaints manager of my contract.