Forum Discussion

Julie121981's avatar
Julie121981
Joining in
2 months ago

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
    2 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
Forum Team
2 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
2 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.