Forum Discussion

Enigma80's avatar
Enigma80
On our wavelength
4 days ago

Renewing contract - not honouring offer/agreement

Hi all,

My contract was due up for renewal some weeks ago,  I've been a customer since 2010, and renewed upgraded many times.  Until now I was signed up the largest bundle which I got at a discounted price.  However, over the past 6 months, I realised no-one was watching any 'live' TV, and only using streaming services which I pay for outside of Virgin Media contract.  If I keep current services my monthly would be over £200. 

After a number of calls/chats I've managed to strip my account down 1Gig broadband only.  This way, my family can continue watching what they want on streaming services, use broadband for gaming too, and I can continue using it for work etc.  I've managed to get a deal after some back and fourth with the retention team for £37.  I was asked whether I wanted this to start after 30 days or within 24hrs, I chose 24hrs, more savings for me this way.  I was sent emails of this contract and I also have the chat history saved too.   

Later that day, I'd been sent a different contract saying I will still have my current contract for another 30 days and will owe £200'ish, and then going forward my bill will be £70+ a month.  I called to query this, and spent a while on the call.  They didn't understand their notes and what was going on, or what the retention team had done. Eventually, they agreed to the £37 a month, but were unwilling to honour the 24hr change of service I was offered.  Essentially, only having to pay for a day or few days of the £200 contract until services swapped over, rather a whole month of that more expensive contract.

Where do I stand with this?  How can they refuse to honour something I have in writing?

contract
Honouring agreement
offer
renewal

3 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    4 days ago

    Hi Enigma80,

    A member of the forum team should pick this in a day or two

    Normally when downgrading  services such as removing the TV or phone part of a bundle you are essentially cancelling those services so they require 30 days notice. 

    • Enigma80's avatar
      Enigma80
      On our wavelength
      4 days ago

      That's what he explained, but said I could do 24hrs if I preferred.  I don't know if this was part of the retention deal, but it was definitely offered in writing and I accepted.

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        4 days ago

        Hi Enigma80 

        Welcome back to the Community Forums. 

        Sorry to hear of your concerns with your renewal. 

        Let's look into this further on our side. Please join me in a private message so I can locate your account and pass the account security. You can see your private messages at the top of the page, in the envelope icon, or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down.