Forum Discussion

MarshallF's avatar
MarshallF
Joining in
2 months ago

Unable to make complaint RE: Offensive Offers

The complaints page text boxes, on three different browsers on Desktop, and two on android mobile, cannot be selected or have text inputted. So my complaint shall be put here, due to the accessible non-phone channel being unusable.

My contract (our second contract with Virgin) began 29th May 2024, to last 18 months at £52 for Gig1Fibre and then to increase to £72 thereafter. I received a call today from Virgin, where the agent, after advising me that our price was to increase soon, attempted to, without my approval, upgrade me to a different package, with features/add-ons that I had stated were not relevant. And then advised that the package without the extra addons was even more! I advised the agent that I'd have to consider alternative ISP's

Two of my neighbours, one who joined the same month I did initially (October 2021) and one who joined about a year after, both have the same Virgin service as me, and were recently contacted with contract offers. Both now pay, for 18 months, £26.99 for Gig1Fibre, with no TV or Volt benefits. I was advised that this is an exclusive promotional price, and is not available for me. Why not? I surely meet any of the arbitrary requirements in place, my neighbours who had, and have, the same service do.

Naturally, after being told of the terrible deals available, and the suspicious exclusivity of the offers my neighbours received, but not me, I went shopping about.

I've since found out, that to either switch, or end my service, I'm looking at a disconnection fee of £468.73! So, I either take an increase (to an already absurd price, that I have clear evidence can be lower) or I pay a fairly large amount to then be able to go elsewhere (in this case, 4thUtility with their £27 a month Gigabit)

I find this unacceptable and frankly offensive, and as such, am complaining regarding both, the sly practices of agents attempting to run terrible "upgrades" past vulnerable customers as fast as possible (Virgin has been made aware in the past regarding my vulnerabilities/disabilities), and the insane price of early cancellation of a contract that is already very price-inflated.

I would like correspondance regarding this complaint to be carried out solely in written or typed format. For my protection from unsavoury practices, and accessibility in communication.

bad offer
complaint
disconnection fee
offensive
  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    2 months ago

    On the narrow point of complaint form field functionality I have had mixed luck testing this. 

    This form, via My Virgin Media, seems to work okay https://www.virginmedia.com/myvmo2/complaints

    However this form, reached by a Web search, doesn't work in regards to the initial demographic fields seeming to be greyed out https://my.virginmedia.com/my-cases/make-a-complaint 

    • MarshallF's avatar
      MarshallF
      Joining in
      2 months ago

      Cheers Cardiffman282 

      I've raised the complaint using this link provided. For some reason myvirgin just redirects me to the one that doesn't work. 

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        2 months ago

        Hey MarshallF, thank you for reaching out and I am sorry to hear about your package issue.

        When you join us as a new customer, you will usually be on a welcome offer. When this offer ends, you'll usually revert to the standard package price for the bundle.

        The cost of this will be listed on your contract and the end date of the discounts will be listed on each bill :)
        We also send out an End Of Contact Notification to all our customers before their contract comes to and end highlighting the new package price and also any offers that may be of interest.
        Your neighbours would of been on a different deal, there are new deals every day. The new customer offer is only a one off and we cannot adjust this. Have you looked here to see what deals you can get? 
        You can also track your complaint here