Forum Discussion

Capeclearisland's avatar
Capeclearisland
Settling in
31 days ago

Poor experience and unfair treatment of a long term Virgin and Telewest cable customer end of contract

 My Contract ended Jan 14th 25 and I  have spent  15  hours  since Jan 7th 25 to try to  obtain a  new deal  . This has involved  both the dreaded 150 and webchat .The WhatsApp  option  has not worked for me .   My Jan 13 th webchat was over 100 minutes  .Now i  and wife are retired   and have had  VM and Telewest for over 20  days,  No success   . I was offered a deal  on the Jan 8th 25 and said i could not proceed until i spoke to wife and of course read thru the paperwork . No success  in getting back to anyone at VM

I tried every day on 150 to get thru ;no luck  . When i got thru  on the 13th Jan   there was no record of previous offer .

Which magazine  advised me today to be careful of both the Waiving of cooling off rights and 30 day cancellation notice periods , I did get thru to 150 today and they did not match the previous offer . They did offer to get a senior person to ring me within 48 hours ; am i supposed to wait around for them to call or can they not give a 2 hour window like most firms in the UK.

I did repeatedly request a number for the Reading Head Office and the VM  guy said they  dont have one ,

Has anyone got any ideas on how to sort this amicably or do ihave to go to Ofcom  now and place my BB etc elsewhere?

  • You could also consider switching the account to your wife. She would get new customer pricing. However you would need to submit 30 days notice first. You would also have to return the current kit and lose any VM box TV recordings and email addresses so not hassle free. 

  • Have you tried signing into your My Virgin media account to see if you have a renewal offer there, I found this the best offer I was being offered but in the end it didn't happen I had to get it activated with help from the forum team. Just get screenshots of any offers.

  • Hey Capreclearisland, thank you for reaching out and a warm welcome to the community, I am sorry to hear you are having some issues renewing.

    I can see you've spoke to the team since this post, however have you tried looking here to see if there is any deals at all?

    We do try our best to offer you the best possible price we can do, we have no manually control over the pricing on deals sorry.