Forum Discussion

SCJC57's avatar
SCJC57
Tuning in
11 months ago
Solved

New Contract cancelled by Virgin Media

Hi has anyone had their new contract cancelled only to be offered a more expensive one?

In February I was offered a new contract 2 months before current one expired, so I renewed it and signed the agreement as it was a good deal.

Then recently I received emails to renew my contract, and thought it best to call VM to see why. 

i was told that the contract I signed in February was not on my account, even though I was paying the new contract amount.  I wonder if it’s a case for the ombudsman to look at.

  • goslow's avatar
    goslow
    11 months ago

    The process would be a formal complaint to VM first of all (a required first step but likely to be a waste of time) then escalation to the ombudsman.

    You may wish to make a DSAR for info relating to your account to collect any evidence if available

    https://www.virginmedia.com/help/dsar

    particularly if any phone calls were involved as these have a 180 day retention period.

  • goslow's avatar
    goslow
    Alessandro Volta
    11 months ago

    The process would be a formal complaint to VM first of all (a required first step but likely to be a waste of time) then escalation to the ombudsman.

    You may wish to make a DSAR for info relating to your account to collect any evidence if available

    https://www.virginmedia.com/help/dsar

    particularly if any phone calls were involved as these have a 180 day retention period.

  • unisoft's avatar
    unisoft
    Knows their stuff
    11 months ago
    SCJC57 wrote:

    Hi has anyone had their new contract cancelled only to be offered a more expensive one?

    In February I was offered a new contract 2 months before current one expired, so I renewed it and signed the agreement as it was a good deal.

    Then recently I received emails to renew my contract, and thought it best to call VM to see why. 

    i was told that the contract I signed in February was not on my account, even though I was paying the new contract amount.  I wonder if it’s a case for the ombudsman to look at.

    This is rife in the forums at the moment. Lots of people complaining about offers they can't take up and contracts appearing that was not the same as originally agreed and more expensive and in some cases with lesser services. I really do not know what is going on with VM. Loads of long term customers also been giving notice...

  • SCJC57's avatar
    SCJC57
    Tuning in
    10 months ago

    Thanks for your replies.  I managed to get through to customer services and speak to a very helpful person, who sorted out the problem.  He even called me back after a few weeks to make sure that I’m now back on the original contract etc. It’s difficult to get across what you’re trying to say talking to a bot and on WhatsApp.