Forum Discussion

carlhoughton's avatar
carlhoughton
On our wavelength
2 years ago

Contract Renewal

On 28.9.23, knowing my contract was about to expire, I logged on to my account and saw that Virgin had made me a contract renewal offer to continue my existing package. I accepted this and received a...
  • Blair30's avatar
    Blair30
    2 years ago

    I'm in exactly the same boat. And as far as I can see there is no way to agree anything on the contract summary that's sent.

    It feels very much like they are offering good renewal deals online to get you to engage then moving the goalposts when you have to contact call centre or live chat staff. 

Blair30's avatar
Blair30
Joining in
2 years ago

I'm in exactly the same boat. And as far as I can see there is no way to agree anything on the contract summary that's sent.

It feels very much like they are offering good renewal deals online to get you to engage then moving the goalposts when you have to contact call centre or live chat staff. 

carlhoughton's avatar
carlhoughton
On our wavelength
2 years ago

Thank you for your response. I am now over two weeks into my negotiations. I hope you have done better than me!

In my experience, webchat is a complete waste of time, the telephone system is long winded and promises are made and then not honoured and the complaints department are completely pointless. I have had a a number of issues in the past and they have always been sorted via the forum....eventually.

I won't bore you with all of their mistakes, but as of Friday I had signed up to an offer with an agreed specification which was supposed to go active on Saturday. It did, but when I looked at the contract amount on the website the amount was over £30pm more than I had agreed. I would never have agreed to this!

In my case then, I have still not reached a conclusion and it all seems a bit like a game of snakes and ladders.

Good luck. 

  • Ilyas_Y's avatar
    Ilyas_Y
    Forum Team
    2 years ago

    Thanks for the post carlhoughton on the forums. 👋🏼

    May I ask what is the latest with the team?
    Have you made any progress with them?

    Let us know.

    Kind regards,
    Ilyas.

    • carlhoughton's avatar
      carlhoughton
      On our wavelength
      2 years ago

      You have just sent to me a pre contract document in the sum of £118.75. This is the document I was referring to in my previous messagel. In addition, Carley S sent me an email stating that although the second Tivo box was not included on this pre contract, it would actually be included and the amount would still be £118.75.

      I agreed to this precontract in the sum of £118.75 and was assured that it would be actioned on 14.10.23. On logging on on 14.10.23, I saw that you had added in the second Tivo box but had increased the price to £149.75.

      I have never agreed to anything in the sum of £149.75 and wrote to Carley and frankly view your actions as fraudulent. If i was in your position, I would have my contract amended to £118.75 immediately

      All that I want is for you to honour our agreement and stop this incompetence/dishonesty/vindictiveness.

      Assuming that you do this, you owe me an explanation as to what happened and appropriate compensation.

      If you do not/cannot/will not do this by Friday, I will be going to Ofcom

       

      • carlhoughton's avatar
        carlhoughton
        On our wavelength
        2 years ago

        I have just received a further precontract from you and on being invited to view it, on clicking on it to view the documents, I was informed that I had agreed it. This was before I had viewed the documents themselves and would seem to me to be at best sharp practice. Please note that I have only agreed to this if a second Tivo is included. 

        Since you have not told me that the messages I am sending are private, I assume that they are not and hope that others are reading them.

        Other than your initial message and an email with the precontracts attached, I have heard nothing else from you to either confirm or deny what I am saying. Please respond to say whether you agree that i am telling the truth.

        I assume that my contract on the website will now be amended in 24 hours as you did in relation to the non existent contract.