Forum Discussion

citizen's avatar
citizen
Tuning in
19 days ago
Solved

Another angry victim of price increase without consent when move

I have my price increased from 36.17 GBP to 60 GBP when I scheduled a move. I reached  out on webchat well before the move that I want to disconnect immediately as I was out of contract. Instead of disconnect I got a new 24 months contract with 26 GBP and the promis that this will stay on after the move. Regardless, my price still increased to 60 GBP after the move. I have called and filed a complaint. I have a complaint number but the content of the complaint is very vague - it only mentiones package change that I have never asked for. During the complaint I got verbal promised that my price will go back to 26 GBP but it never did. Today I got the first bill charged for 83.66 GBP against a direct debit that I only provided details for the old contract. I have never provided explicit consent to the new contract apart from not disconnecting because of the verbal promise to reinstante my old contract. Today webchat informed me that I do not only have a price increase to 60 GBP but also the minimum terms of 24 months on my contract so if I disconnect I will need to pay prorated amount. Today I have officially replied to the complaint with my old contract attached that I am ready to leave at any price now unless I have my old contract reinstated retrospectively.

How come Virgin Media can still follow this disgusting practice to increase the price when someone moves? Is it really possible that I have 24 months contract without explicit consent at double price?

  • Martin_N's avatar
    Martin_N
    19 days ago

    Hi citizen,

    Thank you for your post and welcome to the community. 

    We're very sorry to hear about what has happened with your contract when you have moved. 

    We can certainly take a look into this for you. 

    I will private message you now. 

    ^Martin

4 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    19 days ago

    A house move should be a “Move and Transfer” whereby you old Contract moves with you.  You take your existing kit and plug into the new house with no difference.  The only thing that changes is the account details, in that the old account is closed and a new account opened for the new address. 
    Hopefully a VM Mod will pick this up and discuss.

    • citizen's avatar
      citizen
      Tuning in
      19 days ago

      thank you so much Adduxi - I had such a frustrating day today spending over 4 hours on webchat with 3 different person that your supportive words did worth every word I typed in this community site. I can also only hope that VM becomes finally reasonable...

      BTW just a colorful addition: I indeed moved over old modem to new place and I even got an eVRi delivery of a patch cable to the new address to install but old modem never came online. I had 3 technician visits and a couple of days without the service that finally I got my service on a swapped modem as the technician could not make the old one work anymore. Guess what brought today the postman along with the 83.66 GBP direct debit charge? A remittance advice for 6.93 GBP for the couple of days outage that I need to visit my bank to get the amount on my invoice...

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    19 days ago

    Hi citizen,

    Thank you for your post and welcome to the community. 

    We're very sorry to hear about what has happened with your contract when you have moved. 

    We can certainly take a look into this for you. 

    I will private message you now. 

    ^Martin

  • citizen's avatar
    citizen
    Tuning in
    2 days ago

    Thank you very much Martin for taking up this topic with me in a 2 weeks long private message thread. I can only recommend this community site to use for these type of complaint resolutions also. Its context is never lost as messages are properly saved and while it took over 2 weeks to sort out my issue I still preferred messaging with the same person all along the journey as oppose to the webchat or phone call where I experienced multiple referral and reauthorization 3 times in 4 hours. Oddly I spent less than 4 hours overall in this community site to read and write my messages during the 2 weeks and I did not have to stay sticked to my computer.