Forum Discussion

kenorj5's avatar
kenorj5
Joining in
3 months ago

meant to be 0 for three months but trying to say it wasn't selected?

we bought the 250mb fibre option that was 0 for three months then 25.99 thereafter according to live chat this offer wasn't selected, spite it was the deal going on and is still going on? did I do something wrong, or they trying a fast one, we're new to virgin media, out contract doesn't include the offer, but it was deffo selected when we bought it.

  • Hi kenorj5 

    Welcome to our community forums/services and thank you for your first post. Sorry to hear you are having issues with your agreed deal. We can understand the confusion caused and we want to do our best to look into this for you. We have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

    Thanks,

  • Exactly the same things just happened to me. I signed my parents up in December 18 months first 3 months free. The first I knew about it was when the BB was cut off late January. I telephoned to find it was due to non payment of bills plus a £7.50 late payment charge. I paid this immediately and service was restored. After asking why I hadn’t received my 3 months free period I was told I must have ordered incorrectly, told to check my contract documents and was told it was all my fault for not reading them ( who does?). 
    there’s no way I placed my order incorrectly. 
    being new to VM I wish we’d stayed with BT. 

    • Tom_W1's avatar
      Tom_W1
      Forum Team

      Hi Jefferzz thanks for your message here although we're sorry you were affected by this issue too with the 3 months free.

      In order for us to look into this further for you, please let us send you a PM so please expect this to arrive shortly and respond directly when you can!
      Many thanks

      • Jefferzz's avatar
        Jefferzz
        Joining in

        I can’t reply. Maximum number of messages reached on the account

  • You’re private messaging me. But your email system says I’ve reached my maximum number of messages. Can’t reply

  • After about 10 minutes I can reply. But you’re asking for security answers within 5 minutes. 
    not making progress and wasting time here. Is there a better way to communicate with you like a chat session?

  • So VM are asking me to prove that they had this “first 3 months free” offer on in December. 
    I’ve sent them this

    https://www.choose.co.uk/news/2024/virgin-media-reduces-prices-for-black-friday/

    but they want a screenshot taken at the time. 
    it wasn’t possible to order BB at the “normal” contracted rate but the contract they set me up on didn’t include their offer and they refuse to honour it. So that’s £90 robbed and I’m in a 18month contract otherwise I’d cancel and go back to BT. 
    This is very poor

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team

      Hey Jefferzz, thank you for reaching out and I am sorry to hear about your package issue.

      I can see you are in a DM with my colleague please do go back there if you have any further questions .