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Panz's avatar
Panz
Joining in
16 days ago

Duped

This is really just a complaint for Virgin.  Hopefully they will answer as there doesn’t appear to be any way of making complaint via their website… always says “Oops looks like something went wrong”… try again.  
In October 2024 I needed to make contact with Virgin because of a damaged cable.  Whilst on this call the handler says “for an extra £1 pm I can increase the speed”  I check with him whether this would mean a change to my contract (it being till October 2025 at that point) and was assured twice it would not affect the end date of my contract, it would remain October 2025.   Well obviously he lied because I had necessity to check yesterday and guess what, my contract was extended and now doesn’t end till April 2026!  I’m fuming, there’s no way I’d have said yes to the £1 “carrot” if I’d known this.  I feel duped.  So please Virgin get back to you me and do the “right” thing.  

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    16 days ago

    Hi Panz, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear there was a mix up with the contract. When you enter a new contract, you receive pre-contract documents which advise if there is any minimum term, before the deal is processed. You need to agree to this before any actions can be taken. 

    Once this deal is processed on the account, you then receive an order confirmation as well as a new contract. You only have 14 days to decide if you wish to continue or whether you wish to revert back. As this was processed in October, we wouldn't be able to change things now I'm afraid. 

    We send the pre-contract documents, and contract documents so you can ensure everything is correct and are happy with what's been applied. Moving forward, please ensure you're checking these to avoid any issues.

    Many thanks, 

    • Panz's avatar
      Panz
      Joining in
      16 days ago

      Thanks for your reply Kath.  However I disagree with you saying there was a mixup with the new contract.  I was assured by call handler it was NOT going to be a new contract but would remain as was.   Virgin should train their call handlers more thoroughly, or perhaps they are told to withhold vital pieces of information/or blatantly mislead customers,…..  I wonder which.  I for one will never recommend Virgin to anyone!  

      • Daniel_Et's avatar
        Daniel_Et
        Icon for Forum Team rankForum Team
        16 days ago

        Hi Panz, thank you for your response. 

        We're sorry to hear you feel this way 😔
         

        In order to discuss this matter with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        Regards,
        Daniel