Lied to by renewals awful customer services

Hi,

You can escalate the matter by filing a formal complaint with Virgin Media and if unresolved, contact CISAS, the independent dispute resolution service. Additionally, Ofcom, the communications regulator, may investigate if Virgin Media has breached contract termination rules. Keep records of all communications and ensure you follow the official complaints process outlined by Virgin Media.

Hey pau1200, thank you for reaching out and I am so sorry to hear about this.

When you made the deal, how did you go it online was it through the app or that email?

Also these deals can take around 10 - 14 working days to become activate, I take it to confirm 100% it has passed this deadline? 

Also on the paperwork you got does it state it would be £55  for the same deal? 

Very similar experience I think this is widespread in Virgin. It's got a technical name "lowballing" it's an unscrupulous sales strategy in which a customer agrees to purchase an item at a competitive price, after which it is claimed that the price was an error (or a deal they cannot trace or is no longer available) and then raises the price, betting that the customer will agree to make the purchase at the inflated price, which he or she often does.

Yip, going through the same. Was looking at a new contract @ £51pm, when sent through jumped to £89pm after month 7. When I knocked it back, was told I couldn't go back to the previous one (which still had a month to run) as it had been cancelled and the new one set up !! I didn't authorise that. 2 weeks later the guy reviewing the complaint did exactly the same thing, told me £51pm for 18 months and contract stated the jump from month 7. This is no mistake !!

Absolutely @pau1200 When I renewed recently, I was told my package would remain exactly the same.  However, I lost TNT Sports.  So I wasn't at all happy.

Happened before where I lost free access to 0845 numbers. 

Also, since the upgrade happens mid-month and payment is in advance, it is impossible to work out if VM's calculation. With gas/electric, they bill you at X-days at Y-pounds and Z-days at A-pounds; so it is transparent and foolproof.  VM make it so convoluted, it is impossible to argue the case with some kid in Outer Mongolia.

Why the regulator allows such shenanigans is beyond me!

Hi Paul

i had not such a similar experience, mine was I signed for the gigabyte broadband with international calls which is guaranteed to have 🛜 in all rooms, this was not the case so I went through the trouble shooter, downloaded the virgin connect app to test the 🛜 in each room. Signal was good in all rooms but 2 and the app stated I qualify for a booster pod free of charge. I contacted customer service which was in either Mumbai or Delhi not sure and they said it was due to outside interference and refused to order a pod for me, when I disagreed with what they were saying they hung up on me, one of the guys was telling me that it was a problem with my house and shouted me down before hanging up. I had only signed up a month earlier but was on holiday and hadn’t been home to use the 🛜. I decided I had had enough and contacted the cancellations department which is in the UK. This gentleman and I mean he was a gentleman asked what he could do to persuade me to stay with virgin. I asked for the booster pod. This guy went above and beyond reduced my monthly cost as form as compensation for the way I was treated and put me in direct contact with the department for ordering the booster pod. So I would advise you to go through the cancellations department explain your concerns and see what they can do. If they can’t do anything then your in the right place to cancel your account, they will charge a cancellation fee but the small claims court can sort that out because they have breach the contract which has force you to cancel.

Had a similar issue, rang up to ask about better offers on my package ahead of the price rises and they ended up signing me up for something I didn't agree too which now has a cancellation charge of £700 because I "signed a contract agreeing to it" (false)! They are lying scum and fed up of dealing with them

If anyone from VM is reading this, please note the above disgruntled posts are only the tip of the iceberg. People I know with Virgin products have nothing good to say about your customer services.

Personally. I think the products are excellent.  HOWEVER the call centre(s) are the worst ever. On my last two renewals, I was told my services would remain the exactly the same. On one occasion, I lost BT Sport; another time, you removed free calls to 0845 numbers.  Deliberate deception!!!!!!!!

If you adopted Richard Branson's standards, you would easily double customer base 

I'm having a similar issue renered in May for 33 a month they have tried taking 53 I've rang up been told three diffrent amounts by three diffrent people and now I've been told that they increased my bill by 10% a month after I renewed none of the figures I'm being given match the one on my contractual agreement  I can't fine anyone able to actually deal with my issue 

I have also had terrible issues being told different things by each person I have spoken to. Hours talking and messaging. Bills saying paid only to be added on to following month. Not listening when I say exactly what I need and trying to sell me something I don't need. It has been a nightmare. I have a complaint in and ordered notes on chat and WhatsApp along with recordings of conversations. I am expecting to go to the Ombudsman. Now I can't even pay for my package as Quick Payment not working.