Forum Discussion

shamrack's avatar
shamrack
Joining in
7 months ago

Absolute Farce, you are about to lose a customer!

Saw my contract was up, saw a decent deal accepted it, got my confirmation emails etc pre contract info, new bill stuff etc.
gave it an hour or two and checked my account nothing, thought id contact webchat to see what's going on.

they did not have any idea about any contract i had accepted despite all my confirmation emails, gave them the reference etc, the first advisor suggested it may take 15 days. okay, but then i got differing info some post on here said it was instant some said 5 days some said 14 etc. 

so i contacted them again, different advisor, also had no idea, but agreed to try and match it if i gave him the info

my original contract offer i accepted was

Monthly total£102.90*
 
Current monthly price from April 2026£129.32*

he said he could match it and it would be activated straight away no wait time, happy days. hes matching the deal and i get it activated straight away. he asked if i accept and i said yes, thinking he matched my offer.

and it was the same offer, except it was now £164 a month after the 18 month instead of £129.32. now this is where it is my fault, when he said can you confirm this i thought i was confirming him sending me the contract info. so i did.

when he said okay all done i checked and noticed the issue. so ive stated no actually thats not what i wanted, in fact ive changed my mind now i dont want that, and  im not going to renew my contract.

he said its already done, and live. but i can call em up april next year and see what they can do for me

So being on hour 4 here ive lost the will to deal with virgin media anymore, gonna resolve this through  ofcom if i have to.

Bamboozled then upsold!

2 Replies

  • Hi shamrack 

    Thanks for posting and welcome to the community.

    Sorry to hear of the issue with the end of contract pricing. Online orders can take 14 days to go through. The team over the phone may not have access to those deals, or maybe a different end of contract price potentially. This would be explained to you when moving through the deal in the CIS documentation received.  

    If you do wish to cancel any new deal done within the CSG period, please do call the team on 150 / 0345 454 1111 option 4. They can do this for you and you'll be reverted to the previous bundle/tariff you were on and the new contract annulled. 

    Or, message via Whatsapp on +44780 308 9684 (automated at the start).

    Best wishes.