Forum Discussion

Pete_C1's avatar
Pete_C1
Joining in
12 months ago

Complaints, Renewals and Contract price increases

Raised a complaint on 22 January 2024 and got confirmation response on website but no reference code - just xxxx.  Subsequent follow up raised today, this time received a case number by e-mail, but again when I try to track it, the website shows no active complaints.  Either the complaint was closed immediately with no response or like others on the forum has not even registered.  

Background:

  • Loyal customer of ~12 years, coming to the end of an 18 month fixed rate contract. 
  • Contract prices offered to me so far are significantly above those available to new customers (2-4 time more expensive).
  • I received 9 calls in 3 days from the sales team trying to persuade me to change contract early (losing existing discounts!) offering wildly different prices for seemingly the same package to my existing contract but at 50-100% more. 
  • Advised to contact CS who via web chat offered a price of £176 pm (almost 3 x current price!) 
  • Subsequent phone discussion with retentions team offered a different price again but with a forced BB speed downgrade.
  • All prior contracts have been fixed price for the contract term - Advised that any new deal would be subject to an almost immediate unknown price increase (RPI +3.9%) despite a likely upcoming Ofcom ruling on unclear and unfair contract practices.

How can I escalate this to (a) a human (b) a senior level as I have regularly been fobbed off by the customer service team in the past and cannot keep raising complaint about complaint about complaint....?

closed complaints
Complaints
missing complaints
Renewals
  • John_GS's avatar
    John_GS
    Forum Team
    12 months ago

    Hi Pete_C1 

    Thanks for posting and welcome to the community.

    Sorry to hear of this experience.

    I will send you a PM now to assist further

    • jimc8982's avatar
      jimc8982
      On our wavelength
      12 months ago

      Can anyone throw some light or info on this limited renewal email offer that was issued? Appreciate your inputs. Many thanks. 

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team
        12 months ago

        Hi jimc8982, thank you for your query.

        Just to clarify, are you referring to a renewal offer that was specifically issued to you? If so, what is it that you require clarification on exactly?

        Please pop back to us at your earliest convenience and we'll do our very best to help.

        Regards,
        Daniel

  • Sharpie44's avatar
    Sharpie44
    Joining in
    11 months ago

    I have exactly the same issue. Raised complaints with no resolution forthcoming. A customer of over 22years being "offered" a new like fir like contract at 100% increase!!!! Spent a day on Whats App chats only to be constantly sent the run around and no resolution offered. Agents also frequently cut me offf the chat so I had to start over.

     

    DOES VM STILL HAVE CYSTOMER SERVICE DRIVEN INDIVIDUALS WHO WORK IN THE EXECUTIVE TEAM?

    DO VM GIVE A TOSS ABOUT LOYAL CUSTOMERS WHO HAVE BEEN WITH THEM FOR 2 DECADES?

    IF ANYONE FROM VM SEES THIS PLEASE RESPOND!

     

     

    • unisoft's avatar
      unisoft
      Knows their stuff
      11 months ago

      Unlike others on here, VM failed:

      • To notify my end of contract was upcoming and my options
      • To notify me of new contract price + price increase (only the generic email of price change formula last year was sent and received)
      • Didn't bother ringing my number at all prior to end of contract
      • Offshore retentions couldn't retain anything due to attitude and making me wait endless times on phone and redirecting my call without telling me why and having to go all through security questions again on noisy line making it difficult to hear and talk about anything. Complete contrast with UK teams I have dealt with before (and even forum staff).

      Been a customer since 2007. They wanted £75.07 for 500mbps Broadband and 18 month contract for anything cheaper (with no escape clauses for yearly price increases, of which there would be 2).

      Given notice and now booked an alternative supplier. Highly unlikely I would come back after leaving now, and the rest of the family and some friends will be coming of VM too; they look to me to setup their routers etc. They also would be losing Stream revenue from Entertainment subscription. They now have to collect my equipment, refurbish it and give cashback/gifts to entice new customers.

      • Akua_A's avatar
        Akua_A
        Forum Team
        11 months ago

        Hi unisoft 

        Welcome back to our community forums and sorry to hear you had this experience with our team. I can assure you this is not the level of service we look to provide and we want to best help. Typically at the end of the contract, we would send out a notice as seen here Your contract: Everything you need to know | Virgin Media Help You should also be able to see your end-of-contract date and end-of-contract price in your agreed contract Login to My Virgin Media | Virgin Media 

        We are however sad to see you go. If you wish to raise a complaint, you can do so here table

        https://virg.in/makacomp, and our team will work with you on a resolution. Please let us know if you would like to raise it with us and we will do our best to help from here.

        Thanks,