Forum Discussion

Julie121981's avatar
Julie121981
Joining in
3 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 ...
  • goslow's avatar
    goslow
    3 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.

DW1913's avatar
DW1913
Joining in
3 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
Forum Team
3 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