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idlejune's avatar
idlejune
Joining in
4 months ago

Deceit

Two days ago I rang 150 to say I wanted a cheaper package as my bill was rising extortionately. I also wanted to cancel my home phone as it is not needed. I was told I had to keep my phone to get a cheaper contract and my bill would be under £50 per month. I have looked at the emails attached docs and find that the bill rises every few months. This is despicable, underhand behavior and I'm now looking for a new provider. I am in my late 70's and feel my non techie knowledge was taken advantage of. I am reporting this to the communications Ombudsman.

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  • unisoft's avatar
    unisoft
    Knows their stuff
    4 months ago

    Unfortunately, if you don't haggle with retentions at end of 18 month minimum term, you will get milked over time.

    If you have broadband, when you sign up with another internet service provider online, they can do the switching from VM to them without you even having to talk to VM. Just make sure you are out of contract and that you fill in the info about VM being your current provider when you sign up elsewhere.

    If you go down retentions route, it's 0345 454 1111 and then option 4 and then leaving Virgin option. Be firm that you are ringing to cancel and hopefully you will get a better deal offered. If you don't, go ahead with the 30 day notice and you are most likely, not guaranteed, to get a random call where the best deal is given or an SMS message if your mobile phone is registered with VM with offer details. You can cancel the cancel in the 30 days too, or after, say, 2 weeks of waiting, sign up with a new ISP.

    • unisoft's avatar
      unisoft
      Knows their stuff
      4 months ago

      And if it's just you doing internet browsing, you only need M125 broadband, don't let them speak you into more expensive higher speed packages as it won't make any difference to internet browsing. If you had security cameras and other people then a higher tier speed has higher upload speed too.

      Don't use standard customer services on 150 / 0345 454 1111 but the leaving virgin option.

      I personally wouldn't recommend WhatsApp contact as seen too many people not get what was agreed after on these forums.....

  • japitts's avatar
    japitts
    Very Insightful Person
    4 months ago
    idlejune wrote:

    Two days ago I rang 150 ...I also wanted to cancel my home phone as it is not needed. I was told I had to keep my phone to get a cheaper contract and my bill would be under £50 per month....I am reporting this to the communications Ombudsman.

    Virgin have long operated a multi-bundle discounting system whereby the per-unit price reduces when you take more services, and thus removing services increases the per-unit price.

    This is especially true of landline telephony, whereby the "with" price is often less than a "without" price. Ask yourself whether having a landline is causing you any inconvenience and if not - then gracefully accept the freebie and enjoy the lower price. If you genuinely want the service removed, then you will need to accept the possibility of a higher price as a consequence.

    Ombudsman only accept complaint referrals when you have exhausted VM's formal process or a complaint is deadlocked before 8weeks. And they almost certainly won't be interested in VM's commercial decisions or pricing.