Forum Discussion

MDG211's avatar
MDG211
Tuning in
12 months ago

Have I been lied to by Virgin Staff?

Today I negotiated a new deal on broadband by phoning the virgin cancellation line. Before I agreed to the new contract I asked THREE times if the price will increase in April due RPI etc. I was told THREE times NO it will not this is a fixed price contract, so I agreed.

I just received the pre contract information in email and on the very first page next to my price is an asterisk that says prices will increase with RPI starting in April.

So I have been lied to, I was told it would not increase and my price was fixed. I guess the offshore call centre staff just say anything to get you to take the contract?

  • unisoft's avatar
    unisoft
    Knows their stuff

    Policy starts this April, but you may find that as you are so close to the start date you are exempt from this years one (but not next years). I've been in similar situation before. Having said that, anything is possible ๐Ÿ™„

  • Zoie_P's avatar
    Zoie_P
    Forum Team (Retired)

    Hi MDG211 ๐Ÿ‘‹
    Thank you for your post and welcome to our forums, I am so sorry to hear about your experience when negotiating a new deal, we can certainly look into this for you. I will pop you over a PM, so keep an eye out for the little envelope ๐Ÿ“ฉ๐Ÿ‘€
    Thanks,

    Zoie

  • I have since been told by email I am getting a ยฃ35 activation charge even though the 'Manager' in the call centre said I would not be getting this charge as I am a long time customer. 

    I would warn anyone of dealing with the Virgin call centre as it seems the blatantly lie to get you to take out contracts. I am considering getting into contact with my MP and going to the newspapers to talk about the practices that Virgin seems to be doing 

    • David_Bn's avatar
      David_Bn
      Forum Team

      Thanks for the update MDG211.

      Do please however continue to work with my colleague, who will be happy to have this resolved for you as soon as they possibly can

      Thanks,

      David_Bn

  • I was told the same thing, so not happy about the rise. Without the offer or "promise" in writing, there is not a lot that you can do. Talk is cheap, but not for us that have to pay the bill.

    • David_Bn's avatar
      David_Bn
      Forum Team

      Thanks for your post Vessel, can you please confirm when you agreed a new package?

      The insight by unisoft may also be applicable to yourself, if this was a recent agreement.

      Thanks,

      David_Bn

      • MDG211's avatar
        MDG211
        Tuning in

        @David_Bn

        I would like to work with your colleague but since they contacted me with the initial message, I have sent 4 messages and not had a single reply

  • The same with me, my contract was supposed to be a fixed amount, but it is now going up.

    • Kath_P's avatar
      Kath_P
      Forum Team

      Hi Vessel, 

      Thanks for coming back to us in the Community. 

      I can see you've already sent a private message to my colleague who was originally helping you to resolve this. 

      We'll leave this with them to avoid multiple agents working on the same thing ๐Ÿ™‚ They will be in touch with you when back on shift.

      Thanks, 

      • MDG211's avatar
        MDG211
        Tuning in

        Is it possible for someone to help me, as the advisor that contacted me through messages has not replied to a single message (I have sent 5) yet they have been online for days, I seem to be being blanked.

        This is a pretty serious situation considering it looks like I have been lied to by the call centre team 

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team

      Thanks for speaking with us today Vessel on the Virgin Media forums. ๐Ÿ‘‹๐Ÿผ

      I'm glad we have been able to assist and resolve the query brought forward.
      All information can be found within our private chat. ๐Ÿ˜‡๐Ÿงพ

      If you do have any other queries or questions, reach out to us and we'll assist where we can.

      Kind regards,
      Ilyas.