Forum Discussion

Krzysztof73's avatar
Krzysztof73
Tuning in
2 years ago

New contract without my permission

On January this year I start being bombarding by virgin media about my current contract will go to the and it's a best time to upgrade my package and I have been offered new higher broadband speed for little bit more monthly costs. I was happy with that as I thought it's a just upgrade with new monthly payments out of contract. Unfortunately Virgin media not only upgraded package but they put me in new 18 months contract which I absolutely not agree. Now when I told them I would like to left they service they tried to charge me over 600 pound upfront pay. To clarify there wasn't any new cables or router installed. They just upgrade broadband speed, but I'm found it's still not suitable for me that's why I decided to change provider. It's a absolutely ridiculous that they put me on new contract without my permission. I was sure it's just upgrade service I will be able to finish this with 30 days notice without any additional fees as my contract was completed. How to resolve this problem as I'm as normal customer can't be charged 600 pounds for cancellation new contract which was created by them when I was only agree to upgrade broadband speed.

 

 

  • Alby41's avatar
    Alby41
    Superfast
    2 years ago

    Go to My Virgin Media ... have a close look at your actual legal contract ... see what it says or " now says " then you can be clear on your deal ... sounds dodgy to me.... and one has to absolutely sure on what shenanigans have been created... attempted or not.... here in effort for alleged financial gain ... keep us all posted ...just sayin 😊

     

  • patier's avatar
    patier
    Tuning in
    2 years ago

    welcome to the party pal lol

    i am on 3 different packages at the ;moment after doing exactly

    what you did .cancel all your direct debits because they can just take money out; at lleasts that way they have to talk to you and they can't steal your money.

    • MattL3's avatar
      MattL3
      Tuning in
      2 years ago

      I feel your pain, they just do what they like

      • Krzysztof73's avatar
        Krzysztof73
        Tuning in
        2 years ago

        Thank you for your message. Unfortunately what they doing to their customers are absolutely not acceptable. We do not have any new equipment from them, no any new connections done or something like that. It's was simple upgrade broadband speed and they treated this as new contract with restrictions from their side. On this case all Virgin media customers are treated as their owners and unfortunately we can't do anything to be free from them unless we need to pay to them for future service which we try Ty to cancel. There are no any reason from their side as there wasn't any new cost of equipment, installation or anything else done by them. They just click probably on computer option speed up and that it, but this is no reason to recontracted someone who would like get better internet. In my opinion it's should be treated as a typical fraud because they tried charging me now over 600£ for disconnection 

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    2 years ago

    Hi Krzysztof73 👋

    Welcome to our Community Forums and thanks for your post. 

    I am sorry for the poor experience. 

    When you make a change to your package, such as an upgrade, you are essentially taking out a new contract. 

    You would have also received a contract summary sheet which advised it would be an 18 month contract. 

    If you wish to cancel now whilst the contract is in effect, an early disconnection fees would be valid.

    • Krzysztof73's avatar
      Krzysztof73
      Tuning in
      2 years ago

      You would have also received a contract summary sheet which advised it would be an 18 month contract. 

      That's what you said it's a illegally action taken by Virgin media. You provided now I have been put on new contract which I do not agree. That's was done from one way. I mean by Virgin media. I agree only to upgrade my package and I haven't been told this will be new contract between me and Virgin media.

      • Ayisha_B's avatar
        Ayisha_B
        Forum Team
        2 years ago

        Yes, correct the contract CIS documents would advise this and you also had a 14 day cooling off period to cancel the upgrade at that point. 

    • MattL3's avatar
      MattL3
      Tuning in
      2 years ago

      I cancelled an upgrade within the 14-day cooling off period and VM said I had to have a new 2-year contract to revert to my previous deal.  Is that even legal?

      • Krzysztof73's avatar
        Krzysztof73
        Tuning in
        2 years ago

        No it's not legal. If you got a proof cancellation with 14 days you can open complaint case and if they refuse to cancel your contract you got legal rights to refer to Ombudsman services to resolve this case probably with compensation from them 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    The significant point is, did you actually accept the new contract, or did they just apply it without your permission.

    If there is no evidence that you accepted it, you may have a case that the contract is not valid. But without legal advice there is little you can do. It would be worth having a word with Citizens Advice, since this has happened before and they will know if you have a case.