Forum Discussion

Myfarog's avatar
Myfarog
Joining in
2 months ago

Contract expiring - offer received but not honoured?? please assist.

Good morning, over the past couple of days I've spent in excess of 90 minutes on live chat/phone call regarding an offer for a new contract. I am currently on 500mb with volt, I was offered 1tb with new router for £38 for a 24 month contract today via live chat, the live chat disconnected, when i reconnect it's with a different person, they acknowledged that they can see the offer and the previous messages, but they stated that they cannot do it as its "invalid" i explained that i'd like to speak to a manager but they said none available just now, I don't understand how an offer can be made and invalid within a 10 minute window. I don't know if it's a non-uk contact centre, but I was continually having to repeat myself and being copied and pasted messages at times repeatedly of no relevance. I have a mental disability and this has really affected me today.  I've been off an on with virgin media since the telewest days. I'd like to stay with virgin as ive been overall happy with the service, but I am very upset that an offer has been made and then not honoured 10 minutes later.   thanks. 

3 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    This is very common, you could almost say it is standard practice. They make an attractive offer to get your interest, and then start dragging you into paying more. 

    If you are generally happy with the service, you don't need the extra speed. Unless you are a very heavy user, you will not notice the difference. 

    Unfortunately as you are long term user, they take advantage of your loyalty by assuming you will not want to leave.  What many people do in your situation is to say you are going to leave unless you get a better deal for your existing package, but you must be prepared for a tough negotiation. 

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Myfarog 👋.

    Thanks for reaching out to us, sorry to hear of the issues that you are facing with your package. So that we can assist you we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina

  • Myfarog's avatar
    Myfarog
    Joining in
    2 months ago

    hello, I've messaged you back a couple of times but not heard back from you for a few hours? thanks