Forum Discussion

blupete's avatar
blupete
Tuning in
14 days ago
Solved

Not honouring contract

As my contract was nearing an end,I was asked to look at my offers on my accounts page, which I did, and accepted what they offered.The offer was to keep exactly what I have now,which is the Ultimate Volt Bundle, for a price just above what I'm paying now.I received an email confirming this within an hour.One week later I received another email which contained my pre-contract documents,and soon after that,I got another email thanking me for choosing Virgin Media and a summary of my order.Fast forward 3 weeks,and I noticed my monthly payments have jumped up significantly ,so naturally I contact CS.They said I am still on my old contract, and the ref & order numbers(of the new offer) I gave them, they couldn't access them to sort my problem out, basically they couldn't help me.Tried phoning them again 30 mins later and got through to a UK CS agent,he couldn't help me either,apart from one small bit of information.He said, it was noted that I hadn't approved the offer,how can I approve said offer when I didn't know you had to,and that there was nothing in my emails to suggest I should.Anyhow, I got the email saying "Thank you for choosing Virgin Media" if that is not proof that it had gone through, I don't know what is.All advice welcome, on how to get the offer I was offered.

ps

I am still being asked to look at my offers on my accounts page(different price now) and it clearly states

"Choose this deal and keep your current Virgin Media plan without losing anything."

  • Hi Blupete 👋 Welcome to the community forum! Thanks for posting. 
    Sorry to hear about your experience in renewing your contract / taking out a new package, and subsequently trying to get support with this issue. I'd like to take a closer look at the account to see if we can help get this sorted, and to raise a complaint so there's a formal record of your feedback. You can find the PM in your Inbox ✉ in the top right corner of the page. We can then return to this public thread with another update when possible. 

    Thanks for your patience in the meantime! 🌞

  • Hi Blupete 👋 Welcome to the community forum! Thanks for posting. 
    Sorry to hear about your experience in renewing your contract / taking out a new package, and subsequently trying to get support with this issue. I'd like to take a closer look at the account to see if we can help get this sorted, and to raise a complaint so there's a formal record of your feedback. You can find the PM in your Inbox ✉ in the top right corner of the page. We can then return to this public thread with another update when possible. 

    Thanks for your patience in the meantime! 🌞

    • Molly_T's avatar
      Molly_T
      Forum Team

      Hi All , just returning to this public thread to keep it updated.

      Thanks to blupete for PMing with me ✉. We were able to confirm the details needed to investigate what happened and help get this sorted! 

      I'm pleased to report it's now all been resolved, and they are happy with the outcome. Hopefully there are no further issues! 🤞 But you know where to find us for help if needed. 

      Wishing you all the best. 🌞

  • For future reference, I managed to get the offer I was offered, and it was sorted out without hassle via a very nice person called, Molly.