Forum Discussion

kayleigh98's avatar
kayleigh98
Hanging out
31 days ago

ROLLING contract agreed with Virgin - 24 month contract sent

Hello, 

On 25th July I called Virgin media to cancel my renewal deal (at £25.21 per month) within the 14 day cooling off period. I agreed on the phone to a MONTHLY ROLLING contract at £54 per month, as I needed the flexibility of a rolling contract. I was reassured on the phone that this was a rolling contract, that I would not be charged any exit fees as I was within the cooling off period for the renewal, and that my new contract would be £54 per month (with no exit fees should I cancel). 

I have now received two contract documents from Virgin, a £54 per month 24 MONTH CONTRACT and a £25.21 per month 24 month contract. 

Please could I be contacted as a matter of urgency to resolve this. I agreed to £54 per month for a rolling contract, but have now been tied in for 24 months at that price. 

Thank you.

 

 

14 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    28 days ago

    Make sure you keep and record all correspondence, webchats and screenshots of every conversation.  I suspect you will need these in due course.

    Hopefully the VM Mod's here can assist in clarifying the issue?

  • kayleigh98's avatar
    kayleigh98
    Hanging out
    28 days ago

    I have just called your VM helpline who have confirmed that I am in a rolling contract and that the 24 month contract was sent due to a 'system error'. I have now been told different things about my account by 5 different people at VM. 

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      28 days ago

      Thank you for reaching out with an update Kayleigh98 we appreciate this.

      We can see you've also spoke to the team and we are happy to hear they've confirmed this.

      If you need to reach us for anything in the future you know where we are.

       

      • kayleigh98's avatar
        kayleigh98
        Hanging out
        28 days ago

        Please could you kindly direct message me and check my account to confirm this? I am concerned (having received a message from you above that rolling contracts cannot be offered) that this is in fact not the case. 

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    31 days ago

    Hey kayleigh98, thank you for reaching out and we are sorry to hear about your package issue.

    We can see you've spoken to somebody since this post, however we do not offer rolling contracts.

    The only time we would if that is your contact runs out and you don't change anything.

    If you did a renewal this would put you into a contact sorry.

    • kayleigh98's avatar
      kayleigh98
      Hanging out
      28 days ago

      Your WhatsApp team have also confirmed that I am in a rolling contract. Please can you confirm why I have been told by both your phone rep and your whatsapp customer service team. This is becoming incredibly stressful.

      • kayleigh98's avatar
        kayleigh98
        Hanging out
        28 days ago

        I have not spoken to anyone since this post - please can someone message me about this? Thank you.

    • newuser23's avatar
      newuser23
      Dialled in
      31 days ago

      Your phone rep must have known this and should not have agreed to a rolling contract. 

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        31 days ago

        Please also remember you do have a 14 day cooling off period, this can be cancelled if you wanted this.

  • Initiale's avatar
    Initiale
    On our wavelength
    31 days ago

    Lucky you were not charged £159 like I was today.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    31 days ago

    The simplest and safest answer is to cancel both contracts within the 14 days period. Then start again.