Forum Discussion

Mshafiq2's avatar
Mshafiq2
Joining in
19 days ago

Price quoted not offered

My experience with VIrgin Media has become extremely frustrating.

I initially rang virgin and was offered a deal double the price of my original monthly package. I explained to virgin I am unable to afford this price and I will be cancelling once my contract expires.

A week later I received a call from outbound retentions and was offered a deal for my same price and was offered a free speed upgrade. I later discussed with my wife and rang virgin to accept the deal and was told the deal was never offered.

I then received another call from outbound retentions a couple days later and was given another price which was £7 more than my current price. Due to the hassle and headache I was having with the customer services I accepted the deal. I then agreed and the contract was approved without me even viewing the pre docs.  I later read the contract and in the contract I was offered weekend chatter instead of Anytime chatter. I explained to the lady me and her agreed to anytime chatter and the contract has now been approved and I would like the deal I initially agreed to. However she said she has made a mistake and cannot offer the price offered even though we agreed and approved the contract. 

I have spoke to multiple teams and have been told since the change has not been made they cannot offer the price. This is ridiculous since we agreed to a deal and I approved it. I would like the same package and deal I was initially offered. 

Thanks I hope virgin can sort this out for me 🙂

  • unisoft's avatar
    unisoft
    Knows their stuff
    19 days ago

    You have 14 days cool off to cancel that package and revert to a previous package. You can the ring in again and say you want a deal else you'll walk. This time, you will need to make a decision on the spot as ringing back won't help you. Offers change minute by minute depending on many factors like quota, how many people cancelled in a defined period of time, mood of the agent and how they perceived your interaction with them......

  • Kath_P's avatar
    Kath_P
    Forum Team
    18 days ago

    Hi Mshafiq2, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've had some issues with your package renewal. Any offers are only valid and live at the time. If you've been given an offer by the outbound team, but not accepted and decided to discuss it, you do run the risk of the offer not being available when coming back to accept it. 

    Before a change of package can take place, pre-contract documents are automatically generated and sent to you. If weekend chatter is on the contract then this would be what's given for the price quoted. Changing any aspect will mean a change in the overall price. 

    Thanks,