Solved
Miss-sold package
Completely mis sold a package by a sales agent who rang me. Lodged a complaint and same agent called me back and added on what was agreed, for the price that was agreed and apologised. Turned out he...
Request a DSAR for all of the relevant info inc call recordings (do that promptly as call recordings have a 180 day retention period)
https://www.virginmedia.com/help/dsar
A formal complaint to VM is required first of all (but is unlikely to result in a useful outcome for you)
https://www.virginmedia.com/help/complaints
After that escalate to the ombudsman using the processes and timescales below
https://www.commsombudsman.org/our-process
Topics about 'deal-not-as-described' are very common on here so you are not alone in your experience when dealing with VM.
