Forum Discussion

Jen4man1's avatar
Jen4man1
Joining in
8 months ago

New contract different to agreed price

I spent over 3 hours chatting to two different virgin media staff members via WhatsApp this afternoon as my contract for tv, broadband and landline is coming to an end and I was trying to lock in a new deal. 
Having finally agreed on a monthly price for an 18 month contract they emailed over the documents for me to check. It has the stated monthly price we agreed at the top but then has a section at the bottom with a monthly cost breakdown where the agreed price will only last until Oct 2024, then the price increases for the remainder of my contract. 

How can this be possible when I agreed a monthly cost for 18 months? 
Safe to say I immediately rejected the new contract and now I’m back to square one! 
Why do they make it so difficult to renew your existing package at a sensible price.

For context I was originally quoted £189.99 to renew but managed to work it down to £95 over the 3 hour discussion. 

  • Tom_W1's avatar
    Tom_W1
    Forum Team
    8 months ago

    Hi Jen4man1 thanks for your post here although we're sorry to hear of the concerns you've raised here.

    It does sound like the agent had accidentally tried to transfer your existing discount on your old contract across to your new and this isn't possible which does explain the discrepancy here.

    However, please let us look into this so please expect a PM from me to arrive shortly and respond directly when you can!
    Many thanks

    • Jen4man1's avatar
      Jen4man1
      Joining in
      8 months ago

      Thanks for the reply. The agent would get on a lot better if they could reply in proper English sentences as they have been very hard to understand, forcing me to ask lots of questions in order to be 100% sure before agreeing to a contract I wasn’t happy with. Which is what happened in the end anyway!! 

      I am still yet to receive any messages from your team. 

      • Tom_W1's avatar
        Tom_W1
        Forum Team
        8 months ago

        Hi Jen4man1 thanks for your reply.

        Sorry you haven't received my PM yet, let me try re-sending this for you and respond directly when you've received this.
        Many thanks