Renwal of Contract issue - one of many it seems!
What is going on with Virgin Media - I have seen so many posts regarding major issues with contract renewals. Surely this must be being looked into by the regulators if not VMs Management Team.
I have been out of contract for about 18 months! Decided I should look at renewing. Called up and spent an agonising hour on the phone with them trying to tell me paying over £22 more for less services was worth me signing up to them again for 18 months...was made even better when they said they didn't really know the Virgin Media packages...turned out they were 'contracted' rather than proper employees (basically their next phone call could have been for another company). Finally got through to someone in the Teeside office who was more helpful.
Whilst on the phone waiting I was looking at my account a bit more closely and noticed the button which said about renewal offer - never seen that before so clicked to have a look and it was offering me the same package for £20 less! The contracted team tried to tell me this was for new customers only! (Had to explain the meaning of renew to them). We won't even go into the TNT debacle.
Anyway long story short Teeside guy said click the button as that was the best deal by the look of it. At the same time I ordered a wifi pod so was transferred to technical help team and carrie don conversation.
Shortly after clicking the renew button after I had put the phone down (2 hours I was on there!) I received two attachments - a contract and a contract summary. Excellent I thought £20 cheaper and same services.
Checked online account and had a change of service under Contract tab which added the pods but no updated contract. A week later still nothing.
Looking at the forum (excellent source of information) I know wonder what on earth is going to happen. Wary of contacting VM on phone by chat as seems as though it only makes things worse. People being charged figures that they haven't agreed to and that are different to contracts.
Been with VM a long time and never known it to be so bad - really seems unethical. I have all the screen shots with the wording used as evidence but seems the team that they are outsourcing to have literally no idea.
Have seen that Ofcom decided to open - on their own accord - an investigation into V and their contract/customer service issues but unable to see how its progressing.
At a loss what to do now - do I wait until my next bill and hope either the back office is behind or assume I am still out of contract and paying the same that I have been.
It really shouldn't be this difficult 😉
