Forum Discussion

utterlyfrustrat's avatar
utterlyfrustrat
Tuning in
6 days ago

Another renewal, same issues as before

It's that time again - our contract is up for renewal next month. We're currently paying £74, the laughable renewal price was £177 a month. 

I spent a couple of hours on whatsapp this morning talking to the retentions team and was offered a decent deal for a better package than our current one for a couple of £ less per month. Perfect. I received all the pre-contract documents and checked they included all the items I'd been offered and agreed to proceed on that basis.

A few hours later I receive a "Thanks for making those changes!" email that shows no changes have been made to our package and "Your new monthly bundle cost is: £162.11 ... Your next bill will be £197.31".

Why does this happen at every renewal? Surely the basis of any company is to provide customers with a product/service they have agreed to. Not promise them something, deliver something completely different and make them spend ages chasing to sort it out whilst stressed.

So once again, can one of the awesome forum mods take a look into this for me and adjust our package to what was agreed please?

Thanks

6 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    6 days ago

    Good evening utterlyfrustrat 

    Sorry for the confusion over the order.

    Can I ask, does this order involve us sending you anything?

    If so, can you kindly check the price after you've activated this something we may/may not be sending?

    Best :)

    • utterlyfrustrat's avatar
      utterlyfrustrat
      Tuning in
      6 days ago

      Hi John,

      Thanks for the quick reply.

      The deal involves being sent a new router and an 02 sim.

      I won’t be using the sim (it was part of the bundle). Would plugging in a router activate something that generate the correct documents?

      The main issue is being sent documents that clearly show I’m going to be charged a vast amount of money for something I haven’t agreed to. At no point have I been told the deal we agreed is reliant on me activating equipment. I wasn’t even aware I required a different router until the closing message mentioned I’d need to return my old equipment.

      If I don’t use the sim (I made it clear I didn’t need the sim and wouldn’t be using it whilst going through everything) does that mean the deal is void?

      I really need reassurance the deal we agreed has been correctly applied to my account and I’ll only be charged the agreed amount, plus or minus a small amount, during the switchover period.

      At the moment I’m back to having zero faith in Virgin getting basic contractural details correct. 

      Thanks

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        6 days ago

        Hi utterlyfrustrat, 

        Thanks for coming back to us on this one. Where new equipment is needed, this forms part of the order so until this is activated, the order would be in a sort of waiting status. If the deal was processed without the new equipment then you'd lose access to that service. 

        The deal should match your pre-contract documents however we can't check this until the package is live. Until then, the account will show the current price and services. Once you've installed your new equipment, everything should update. If you notice any issues after you've activated the equipment, pop back and let us know so we can take a look for you. 

        Many thanks,