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.
