This is insane.Third time in 2 weeks I have negotiated and agreed to a contract for my elderly mum. (I have POA).Each time nothing changes and she still remains on the same old expensive contract.Its looking like there is a deliberate block on downgrades. Really don't know what to do. Their reasons change each time and none are logical or true.Tried filing complaints. Send total gobbledegook in response forms.Really need a landline and basic broadband. What do I do? She doesnt have a lot of money and this is bleeding her dry, shes 80!!!

Have you made a formal complaint to VM (with a number)? If not, get one raised and if they fail to resolve it within 8 weeks, then you can take it to the Communications Ombudsman who will look into it for you.I know that’s a long time frame, but it’s probably the best you can hope for given that it takes days to get a reply from VM and the unhelpful response to their blatant bait and switch tactics. Not to mention the gaslighting that it’s somehow your (or your mum’s) fault for not accepting the contract the day it was offered.VM’s dinosaur sales tactics are like a dodgy doorstep double glazing salesman, rather than a modern media tech company.

80yr old Mum offered a deal, accepted then told that she did not accept because she was 'cut off'New offer 9 days later is more expensive for the same.I was with her through the process, the offer was accepted and requested that info was sent in the post.This is gaslighting.2 1/2 hrs on the phone today, total stonewalling, gaslighting and obfuscation. Pretty shocking and dark behaviour, refusing to answer questions.Feels like institutional elder abuse.We want the deal that was offered. Why the f-ing about with an 80yr old?

Are there not other operators you can transfer to?e.g. a lower priced ALTNET and Sky Stream device? Or just an ALTNET for internet, and Freeview to save money - assuming she has a Smart Tv that has apps like iPlayer/ITVX/C4/C5/Now TV/Prime etc?

If VM can’t or won’t help, are you able to switch providers? There are some good options here (including VM):https://www.moneysupermarket.com/broadband/broadband-for-the-elderly/

80yr old Mum offered a deal, accepted then told that she did not accept because she was 'cut off'New offer 9 days later is more expensive for the same.I was with her through the process, the offer was accepted and requested that info was sent in the post.This is gaslighting.2 1/2 hrs on the phone today, total stonewalling, gaslighting and obfuscation. Pretty shocking and dark behaviour, refusing to answer questions.Feels like institutional elder abuse.We want the deal that was offered. Why the f-ing about with an 80yr old?

Agreed new contract for elderly Mum, nothing changed, 3rd time in 2 weeks???

14 Replies

Replies have been turned off for this discussion

AuntieJojo
On our wavelength
4 months ago
Every time I managed to negotiate a fair deal for my elderly mother, (anytime chatter and basic broadband), I am cut off or the deal is not actioned.
This is happening across platforms, from phone calls, web chat to noticeboard and email.
I have screenshots and transcriptions confirming agreements and all converstations.
I am then told deal has timed out and offered more expensive deal.
At one point Virgin decide to enact disconnect of services without my permission.
Its just happened right now on this platform again.
Am I the only person this is happening to?
- AuntieJojo
  On our wavelength
  4 months ago
  80yr old Mum offered a deal, accepted then told that she did not accept because she was 'cut off'
  New offer 9 days later is more expensive for the same.
  I was with her through the process, the offer was accepted and requested that info was sent in the post.
  This is gaslighting.
  2 1/2 hrs on the phone today, total stonewalling, gaslighting and obfuscation.
  Pretty shocking and dark behaviour, refusing to answer questions.
  Feels like institutional elder abuse.
  We want the deal that was offered. Why the f-ing about with an 80yr old?
  - AuntieJojo
    On our wavelength
    4 months ago
    80yr old Mum offered a deal, accepted then told that she did not accept because she was 'cut off'
    New offer 9 days later is more expensive for the same.
    I was with her through the process, the offer was accepted and requested that info was sent in the post.
    This is gaslighting.
    2 1/2 hrs on the phone today, total stonewalling, gaslighting and obfuscation.
    Pretty shocking and dark behaviour, refusing to answer questions.
    Feels like institutional elder abuse.
    We want the deal that was offered. Why the f-ing about with an 80yr old?
- Kath_P
  Forum Team
  4 months ago
  Hi AuntieJojo,
  
  Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
  
  We're sorry to hear you've been having issues with speaking to the team regarding your mum's account. I can see you've already spoken to my colleague and they've been able to help via private message. If you have any further issues, then pop back to them via PM.
  
  Many thanks,
JPL8
Rising star
4 months ago
If VM can’t or won’t help, are you able to switch providers? There are some good options here (including VM):
https://www.moneysupermarket.com/broadband/broadband-for-the-elderly/
Sabrina_B
Forum Team (Retired)
4 months ago
Hi AuntieJojo.

Thanks for reaching back out to us, we have passed this information onto the agent that you are in a private conversation with and they will reach back out to you ASAP.

Sabrina

Forum Discussion

Agreed new contract for elderly Mum, nothing changed, 3rd time in 2 weeks???

14 Replies

Related Content

Contract changes

Contracted service change hasn't happened

Email re Contract Change

Unauthorised package change

Changing to Essential contract