Forum Discussion

Shazz70's avatar
Shazz70
Joining in
2 years ago

New contract : Complaint

Our contract was ending and disconnected on 26th July, we were offered a n package via web sales and agreed on the 25th July.

We still got disconnected and have explained to chat via WhatsApp. They got us reconnected on 31 July , but said new package could take 72hrs to show up and be active. Next day we get an email saying all done 250mb @ £57 but a bill in sept of £117. No details of our new offer £20 for 125mb. Even though I have received email with confirmation and contract. pdf.  They said it could be another 72hrs before they an do anything. Like offers. But nothing about the deal I agreed to. I can't afford to wait any longer and for a bill to be charged. Really poor going around in circles having to explain again and again vthe issue.

  • Ryan_N's avatar
    Ryan_N
    Forum Team (Retired)

    Hi Shazz70, 

     

    Thank you for your post and welcome to the forums. 

     

    I am really sorry to hear about the experience you've had here! This isn't the level of service we aim to provide at all. I have been able to look at things from our side and can see you've been able to speak to one of the team who has put this right for you. 

     

    Please let us know if we can do anything further. 

     

    Cheers, 

    Ryan. 

    • Shazz70's avatar
      Shazz70
      Joining in

      Well after checking and receiving an update on our acct today on an  agreed new contract, the agent or manager had not applied the one goodwill gesture or the rolling discount so the billing chargers for sept were obviously going to be incorrect, spent yet another 8 hrs on what's app chat, with another agent who said the discounts would get applied but at this point I had enough, and gave my notice again

      Fortunately during all this actual complaints called me and persuaded me to stay and guaranteed this new contract would get the discounts added . I was told the one off goodwill gesture will show up in a few days and the discount credit around the time the bill gets created.

      I hope this is true and at present resolved I just hope I don't have to go through this again in 10 days; when I get my bill.

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team

        I am sorry to hear this, please can you keep us updated on how this goes.

        You can also manage the account here.

        I hope you have a lovely weekend. Cheers

  • As of today the credit and goodwill has been added, the actual bill gets generated on the 15th Aug so will see 

  • Just when you think it couldn't get any worse, today we got disconnected, A complete and utter shambles.

    Thinking this was all resolved new 18 month  contract and the correct bill. Someone forgot to cancel the disconnection request notice from 3rd Aug.

    You just can't believe it, then to spend 5hrs on chat to be told apparently they can't see the details of any new contract, only the disconnection,  will now take 72hrs to get service back, and then been told I have to show proof of the new contract.   Utter poor service.   Clearly a massive error . 

    • Martin_N's avatar
      Martin_N
      Forum Team

      I can certainly appreciate your frustration with this Shazz70. Were you sent any correspondence in relation to the 18 month deal?

      ^Martin

      • Shazz70's avatar
        Shazz70
        Joining in

        Yes , we have sent proof of the offer at the time and this was all confirmed and sorted out by the complaints dept who rang us Aug 3rd .

        The problem at the time of getting this new contract done the customer relations team kept saying the goodwill gesture and rolling credit will be processed eventually, I was prepared to have to keep contacting them everyday only to be told something different , so we gave notice in this deal , however like I said complaints rang us on the same day and we agreed to stay. But they forgot to cancel the disconnection request , so fast forward to 2nd Sept and they disconnected us.  

         

        Then back on chat they say they can't see the contract , I have.it in black n white.

  • Only the goodwill gesture applied due to cutting me off, the rolling discount to reduce the contract to match the offer in Aug is yet to be applied, so annoying.   New bill will be generated soon and if it's not correct.   Then I'll only be left with one choice as I'm not going through this any longer 

    • Adri_G's avatar
      Adri_G
      Forum Team (Retired)

      Hi, Zhazz70.
      Thanks for this update although we're sorry to hear the billing issue is not fully resolved for you.

      Please, do let us know in case you get a new bill that's not correct and we'll do our best to help you.

  • Had yet another contract sent £34 , upcoming charges now shows -£4 credit, not sure If this is a mistake and as it should be £-14, but not yet had a bill generated.   

    • Carley_S's avatar
      Carley_S
      Forum Team

      Hi Shazz70 

      Really sorry this is still causing concern and worry for you. Let's bring you into a private message so we can confirm and go through the account in better detail for you so you have peace of mind this is now resolved. 

       

      Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

  • I was offered a cheaper contract in july, the pre contract document was received but thr new price was NEVER applied. They deny having received the order - why then the pre contract order sent? Last week they finally said they would apply it, never happened. No reply to many e mails to the resolution team. The ombudsman now investigating.

    • Martin_N's avatar
      Martin_N
      Forum Team

      Hi Macdrive100,

      Thank you for your post and welcome to the community. 

      I'm very sorry to hear about that. If this is now being investigated by the Ombudsman then we recommend leaving with them to complete that. 

      ^Martin

  • Current update, the new price rise has been applied and new bill generated for April, but the discount and rolling credit has disappeared, not paying £36.99 when credit is supposed to be rolling until 12th March 2025.

    Also besides this the 8.8% increase was meant to be calculated on the discounted price £20 not the full price.  

    • John_GS's avatar
      John_GS
      Forum Team

      Hi Shazz70 

      Thanks for posting and welcome back to the community.

      Apologies for the billing issue, it's not the price rise though. 

      I'll send you a PM now to sort.

  • Account got updated  and now showing £36.99 as main , was  £20.00.

    Now says your promotion or  discount has ended. Seriously I need this sorting out. £14.00 re-occurring credit needs to be reapplied.   Was told this would be done in 24hrs .