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Cyanetta's avatar
Cyanetta
Tuning in
2 years ago

Contract renewal - confusing terms

I have just renewed my contract via live chat. This is for an 18 month period. I specifically asked whether the monthly price quoted would apply for the full 18 months and the Virgin rep said it did. When she was confirming the new contract she pasted some T&C's, one of which was that the price would increase each April, starting in April 2024 by RPI plus 3.9%. I queried this as it was opposite to what she had previously told me. She assured me that my price would not be increased during the 18 month discount period. She then sent me the contract by email and again it states that a price rise will apply from April 2024. I queried this again and she again assured me that this would not apply during the first 18 months. I said this needed to be clear in the contract and she assured me it would be confirmed in email. I agreed to the contract on this basis but the email I have received since makes no such statement and instead repeats that the price will increase in April 2024. I don't know which to believe. Has the Virgin rep been telling me porkies? I have screenshots of the conversation.

12 Replies

    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team

      Hi there Cyanetta 

      Thank you so much for your post and welcome to the community forums, it's great to have you back. 

      I am so sorry that you are facing this issue regarding your contract, can I just clarify exactly what the statement regarding the price rise states? Is it the price rise in April or is it a specific discount that ends in April? 

      • Cyanetta's avatar
        Cyanetta
        Tuning in

        Hi Ashleigh, please see screenshot of contract below, which implies a price rise applies from April 2024:

  • Hi Ashleigh, have you been able to look at the email you asked me to send?

    Many thanks 

    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team

      Thank you for sending that across Cyanetta and yes I have been able to take a look now. 

      I'm going to pop you a private message so we can take a closer look into this. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
       

  • Disappointingly the price increase has now been applied, despite me being assured it would not. Please can someone look into this as a matter of urgency. I have tried to call but just get sent around in circles by the automated system.

    • Cyanetta's avatar
      Cyanetta
      Tuning in

      I managed to speak to someone today. He spent 25 minutes telling me he was applying a recurring credit to my account to ensure the price increase did not apply to me. I asked if I would receive email confirmation and a revised bill for April and he said I would. I haven't received either and when I log in to my account the new higher price is still displayed, with no sign of the credit and the April bill has not been amended. So I am not at all confident that this has been done. Please can someone sort this out for me before my direct debit is taken so that I am not incorrectly charged.

      • Ashleigh_C's avatar
        Ashleigh_C
        Icon for Forum Team rankForum Team

        Hi there Cyanetta 

        Thank you so much for your post and welcome to the community forums, it's great to have you back. 

        I am so sorry that the price rise was added, and for any confusion regarding the recurring credit, I will be happy to look over this with you via a private message so we can check and clarify what has been added. 

        I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
         

  • Further to the above, I have had a new email saying my monthly bill will increase from April 2025. However please can you confirm this will not apply to me and the price will remain at £70 per month until the contract ends in May?

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team

      Hi Cyanetta 

      Welcome back to our community forums. Generally, depending on when you renewed, you may not be eligible for the first price rise in your 18-month duration however you would be for any following annual price rise. To best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

      Thanks,

      • Cyanetta's avatar
        Cyanetta
        Tuning in

        I have replied. Please note that I have it confirmed in writing that price rises will not apply for the full duration of the contract because this is what I was explicitly told when I agreed to the contract. Please see the conversation history above.