Forum Discussion

minibrie's avatar
minibrie
Joining in
10 months ago

Contract price rise despite agent promising it wouldn't

I renewed my broadband package in November 2023, via web chat. During the chat I asked about annual price rises and the agent said if I recontracted that day they wouldn't apply to me. I thought this was a good deal, so I checked, twice, with the agent that there would be no price rises during the contract. Twice the agent promised they wouldn't apply to my deal.

Two weeks ago, guess what, a price rise is coming! That's ok, mistakes can be made, so I raise a complaint. And now I'm being given the runaround by the Resolutions team, who are refusing to honour the promise that Virgin made. Looking at the forum this seems to happen a lot - why is it so difficult to get the Resolutions team to Resolve anything correctly?

Fortunately I have all the contract price promises in writing from the web chat transcript. Is the ombudsman really the only way to get Virgin to keep their promises, or do I just need to keep escalating the complaint until eventually someone reads it properly?

  • unisoft's avatar
    unisoft
    Knows their stuff
    10 months ago
    minibrie wrote:

    I renewed my broadband package in November 2023, via web chat. During the chat I asked about annual price rises and the agent said if I recontracted that day they wouldn't apply to me. I thought this was a good deal, so I checked, twice, with the agent that there would be no price rises during the contract. Twice the agent promised they wouldn't apply to my deal.

    Two weeks ago, guess what, a price rise is coming! That's ok, mistakes can be made, so I raise a complaint. And now I'm being given the runaround by the Resolutions team, who are refusing to honour the promise that Virgin made. Looking at the forum this seems to happen a lot - why is it so difficult to get the Resolutions team to Resolve anything correctly?

    Fortunately I have all the contract price promises in writing from the web chat transcript. Is the ombudsman really the only way to get Virgin to keep their promises, or do I just need to keep escalating the complaint until eventually someone reads it properly?

    On your contract, viewable in My Virgin Media, does it say the word "discounted" in smaller print than rest of wording?

    If so, you are not immune to price increases and VM will ay you should have checked the contract back then. 

  • Zach_R's avatar
    Zach_R
    Forum Team
    10 months ago

    Hi minibrie, 

    Thank you for your post and welcome to our community forums. We're here to help.

    I'm sorry to hear that there's a dispute with the cost of your bundle. Whilst we recognise price changes are never welcome, we always balance our prices with the need to continue investing in our network, products and services for our customers.

     

    We're seeing growing demand for data, with usage up by 13% last year. We invest more than £5m every day in our networks and services to bring you faster, more reliable services. Please see more details ▶️ virginmedia.com/help/prices 

    Thanks,
     

    • minibrie's avatar
      minibrie
      Joining in
      10 months ago

      Thank you Zach, unfortunately that doesn't really respond to my question. Your agent promised, twice, that my contract price would remain the same, and I checked that twice at the time. I've got written evidence of that, in the chat transcript itself. If you're now refusing to honour that, that's clear misrepresentation of the contract by your agent. I would like my bill corrected please.

      I reached out here because other forum threads with the same issue have managed to solve it with help from the forum team. I'd prefer to do that rather than have to refer this to ombudsman services. Can you (or anyone else) help me?

      • Molly_T's avatar
        Molly_T
        Forum Team
        10 months ago

        Hi minibrie 👋 thanks for getting back to us with the additional information!

        For us to take a closer look and offer support with your complaint, we will need to confirm a few account details via PM. 

        I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

        Wishing you all the best. 🌞