Forum Discussion

dantheman2025's avatar
dantheman2025
Settling in
3 days ago

Ombudsman Evidence

Hi all

I think I'm going to have to go to the Ombudsman regarding my contract.

Basically I am a broadband customer and in late march I ordered TV and while the box was on it's way to me I realised that I couldn't use the box as my TV was at the other end of the room to my router.

I didn't realise the box needed to be directly plugged into it.  Therefore I spoke to chat and said I needed to cancel TV and I would be sending back the box.  Within the 14 day cooling off period right...

I spoke to them again online chat to make sure, they never sent me the returns labels so I downloaded them myself and sent the box back, unopened, unused, via approved tracking method.

Then comes my next bill and they are charging me for TV and I'm on a new 18 month contract.

I called them and I was given £4 credit on my account and was then ASSURED my bill would go back to normal without the TV, just broadband. Then, of course, next month, they are still charging me for TV.

I raised a complaint (27 days, still nothing) .  So a few days ago I thought I'd have a stab at resolving this via online chat one last time.  I explained it and was put through to cancellations, I thought I was getting somewhere then I was told if they removed TV I would now be paying £60 a month!

(my broadband is about £33/34).  This was despite her acknowledging I contacted them in late march telling them I was sending the box back and to cancel.  They wilfully didn't cancel the TV in the 14 day period and are now basically stating I can't remove the TV without a penalty because the 14 day window has long since past.  This is crazy, I can't believe how ridiculous and full of lies VM customer services are.

My question really is, do the Ombudsman require proper 'evidence' to believe my complaint??

I don't have a record of the chats (though VM clearly do) - I couldn't record them on my work computer, long story.

All I have is an email showing they credited me £4 for one month TV refund, surely this shows they were wrong to charge me. 

Thanks

8 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    3 days ago

    You didn't have to cancel as VM's tech would have sorted it out at no cost by running the coaxial cable to the other end of the room.

    • dantheman2025's avatar
      dantheman2025
      Settling in
      3 days ago

      I thought it would cost but in any case it would have been an ugly looking solution

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        2 days ago

        Hey danetheman2025, thank you for reaching out and we are so sorry to hear about this contract issue.

        Since this post we can see you've spoken to somebody did they help at all or are you still needing some support on this?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 days ago

    You can cancel a new contract within 14 days. That's very clear.

    What you can't do is vary the contract by deleting part of it, like the TV.  That's not in the rules.

    You should have cancelled the contract, and then applied for a new contract for broadband only.

     

  • dantheman2025's avatar
    dantheman2025
    Settling in
    3 days ago

    I hear what you’re saying but from what I can see from the contract they sent me when the TV was installed I still can change my mind within 14 days. It’s misleading if otherwise, it’s still a new service/product after all l, like any new product in a different situation away from virgin

  • Richardr1's avatar
    Richardr1
    Superfast
    3 days ago

    Assuming you have made an official complaint to Virgin Media, you have to let them either have 8 weeks to sort it, or tell you that they won't. The Ombudsman won't take on cases until that has happened.