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Julie121981's avatar
Julie121981
Joining in
12 months ago
Solved

Package price not honest

Hi All

Renewed my package in August and agreed a package price of £76 inclusive of sky sports and tnt sports. Since august I have been consistently charged £94, after lots of complaining I was told that I could have this for £43. But each month I was still getting charged £94! I have chat records and a voice recording confirming this. I sent the chat records to the complaints team and they emailed me saying that they would do sky sports and broadband for £43 via email. When I got back in touch to see if they had missed the tnt sports off I

 

 

 

was told this was all a mistake and I would be charged the full £94!!! This was their final resolve!! The manager from customer complaints said that his colleagues had misled me and all I can do is with take £174 to keep me quiet or go to the ombudsman. The customer service has been diabolical!!! I have been told so many prices and think it has been resolved just to go back to square one. I’m now at a loss and will have to go to the ombudsman, has anyone had any experience of this? I am being seriously affected by the whole saga and don’t know where to turn!!!

  • goslow's avatar
    goslow
    12 months ago

    If you have reached deadlock with VM and VM has said to go to the ombudsman, then you should be provided with a deadlock letter by VM. You can use that to go to the ombudsman or, if 8 weeks have passed since you first complained to VM, you can go to the ombudsman without need of the letter. Process is explained below

    https://www.commsombudsman.org/our-process

    There is some useful advice below about preparing evidence for the ombudsman

    https://community.virginmedia.com/t5/QuickStart-set-up-and/compensation-for-delay-in-broadband-installation/m-p/5540183#M248553

    The above was actually for a delayed installation claim but the principles are the same. Set out the sequence of events in a timeline that is easy for the adjudicator to understand. Support the entries on the timeline with whatever evidence you have available (such as emails, messages, screenshots etc.)

    If you need further evidence you might need to put in a DSAR to get that

    https://www.virginmedia.com/help/dsar

    People who have used the ombudsman, and reported back in topics on here, have said it was a fair and accessible process.

7 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    12 months ago

    If you have reached deadlock with VM and VM has said to go to the ombudsman, then you should be provided with a deadlock letter by VM. You can use that to go to the ombudsman or, if 8 weeks have passed since you first complained to VM, you can go to the ombudsman without need of the letter. Process is explained below

    https://www.commsombudsman.org/our-process

    There is some useful advice below about preparing evidence for the ombudsman

    https://community.virginmedia.com/t5/QuickStart-set-up-and/compensation-for-delay-in-broadband-installation/m-p/5540183#M248553

    The above was actually for a delayed installation claim but the principles are the same. Set out the sequence of events in a timeline that is easy for the adjudicator to understand. Support the entries on the timeline with whatever evidence you have available (such as emails, messages, screenshots etc.)

    If you need further evidence you might need to put in a DSAR to get that

    https://www.virginmedia.com/help/dsar

    People who have used the ombudsman, and reported back in topics on here, have said it was a fair and accessible process.

  • Tom_W1's avatar
    Tom_W1
    Icon for Forum Team rankForum Team
    12 months ago

    Hi Julie121981 thanks for your post although we're sorry to hear of the concerns you've raised here.

    We'd like to look into this for you so please expect a PM from me to arrive shortly, and respond directly when you can!
    Many thanks

    • Julie121981's avatar
      Julie121981
      Joining in
      11 months ago

      I am also concerned that my initial complaint has been closed without consent. This has happened twice now. I was informed by one of your team on the 23/11/2024 that I will be passed to the deadlock team so I can proceed to the ombudsman. Can you ensure this will happen as I keep being lied to and I am extremely distressed about this whole thing, it has been going on for around 3 months now. 

  • DW1913's avatar
    DW1913
    Joining in
    11 months ago

    Hi Julie,

    The exact same thing happened to me two weeks ago, I was moving home and was firstly advised they could match the broadband, tv (inc sky sports and tnt) for £69.99 per month. Upon calling back to confirm, they offered me the deal for £55. I repeatedly checked with the rep that this definitely included everything I had within my package and was told 5 times it included all sports. When I moved into my new home, I was astounded to learn I in fact didn’t have sky sports / tnt and would now have to pay £94 per month.

    I’m at my wits end after trying to speak to multiple people. One whom advised I was miss sold but there was nothing she could do to get it lower than £94. I stupidly assumed that they were giving me a great deal as a local customer of 10 years but how wrong I was!

    I wondered did they resolve your issue? I have logged a complaint and asked for call recordings for the ombudsman but have received a blank email back.

    thanks

    Donna 

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      11 months ago

      Dear Donna, thanks for contacting us although we're sorry to hear of your concerns raised here.

      Please allow us to send you a PM so we can investigate this further for you, expect the PM to arrive shortly and respond directly when you can!
      Many thanks 

  • Julie121981's avatar
    Julie121981
    Joining in
    11 months ago

    Hi Donna,

    Unfortunately my issue is still ongoing! I have just submitted another DSAR but probably like the last one the calls will not have been recorded(how convenient) I do have my own recordings though! I would recommend that you record any further conversations with VM as I have found that each person you speak to tells you something different. I’m now wondering if this is intentional misdirection as call records are never available!!

  • Manestream's avatar
    Manestream
    Dialled in
    11 months ago

    Sort of simular here. I signed a new contract for £57 a mth and was charged £63. Mentioned it on forums and was confirmed it was £57 (i was never charged that) then the price increased and it went upto £69 (for 500mb dowload, 50 mb upload and a telephone service that piggy backs on the internet that your already paying for btu have to pay for a line rental... what line rental they gone. i dont have TV.

    Since then have had someone called you fibre knocking on door who offer 1gb (1000mb upload and download) for £30 a month and £4 if you want a phone (£34) a month. I am really considering moving, since its 2x faster and 1 hell of a lot better with upload spd as well as being slightly more than half price of the bill than virgin is.