Forum Discussion

RichardP4's avatar
RichardP4
Joining in
11 months ago

New Contract Woes

I signed up for a new contract online a few weeks ago and it was never made active. I had an email confirmation. I asked customer services and they said it would go live 15 days after I had signed up for the contract it is now well over 15 days.

Today I contacted Virgin Media again and they agreed a new contract with me the same services as I currently have but couldn't add it to my account. I assume this is due to the pending contract I signed up for a while ago. 

I keep getting emails from Virgin telling me my contract is at an end and I can get a better deal but going to the link I just get an error message.

I have no idea how to proceed with this. I am facing a bill of over £200 in April as my current contract price has come to an end plus RPI price increases. I just can't afford this.

How do I proceed with this?

  • FlockWallpaper's avatar
    FlockWallpaper
    Up to speed
    11 months ago

    The very, very first thing you need to do, is to properly investigate alternative suppliers, what do you need, what can they offer, for how much, what sort of lead time do they require?

    Armed with that information and a willingness to actually go through with it, you call VM and cancel completely. Yes you may well have to pay the increased bill for one month but the saving by signing up with a new supplier will probably compensate for this in a couple of months.

  • crispy116's avatar
    crispy116
    Tuning in
    11 months ago

    I have this exact same problem. New agreement over 15 days ago, no action from VM - just increased the bills that I am currently paying. 

    Everybody on the phone pretends that they don't know anything about it - no departments talk to each other. 

    Complete incompetence, or by design? It is hard to tell!

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    11 months ago

    Hey RichardP4, thank you for reaching out and I am sorry your new account hasn't not started, have you been sent any documents about this at all?

    How was the update made via the app?

    You can also look for some new deals here Cheers 

    • RichardP4's avatar
      RichardP4
      Joining in
      11 months ago

      Hi Matt

      I have been sent two lots of documents with two different prices. One at £141 and one at £130.58

      Today I had confirmation my changes have been done with a price of £186 a month rising to £200 in April. That is the price I am paying now and trying to reduce it down.

      I am honestly this close to cancelling as getting a new contract should be easy. I have been with Virgin for 15 years and it has always been straight forward

      • Vikki_M's avatar
        Vikki_M
        Forum Team
        11 months ago

        Hi RichardP4

        We are very sorry.

        I will send you a direct message now so we can take a closer look at whats happened.

        Please look out for the envelope in the top right of the page and pop back to me when you can.