Forum Discussion
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.
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