Underhanded way to do business

Question

Just moved house with intention of staying with Virgin Media. I was out of contract and paying more than I should be (but was OK with that until I had sorted out my living arrangements). I was asked if I would like to review the available options when I was informing them of my move. I said, if it's OK that I would review it after I had moved and was told this would be OK.

With the move, I didn't get a chance to check up on everything until last week. At which point I find I've been signed up to an 18month contract for M350 at £74 per month. This is a product that they advertise as £28 per month.

I got in touch immediately (or as immediately as their customer contact process allows). Eventually I spoke to someone that said it was a mistake and they would phone me back on Saturday to go through the available offers (not sure why I had to wait 3 days). Waited all day today with no call. Waste of a day. Got on their chat service, someone agreed to give me a 24 month M350 for £39 per month. Asked why it wasn't the advertised offer, apparently it wasn't available for me.

Said i'd really rather get this sorted today, rather than have to go through the ombudsman/courts/social media campaign/cancel my mobile contracts and is there someone their that can get me the offer. Told that I should get in touch tomorrow and they are sure someone would be able to get me that offer.

Why on earth would they want to treat customers this way (I've been with them since it changed from NTL).

Yes, I will have been sent a contract in email (I found it today). But i wasn't expecting one so wasn't looking out for one. I was going through the stress of moving house, putting my mum in a care home (after years of caring for her with Dementia). In any event the opening paragraph of that email says if you were told you don't need a new contract you don't need to read on.

There are two main steps to good customer care:

Set your customers expectations, Fail

Meet those expectation. Fail

It's appalling the number of instances of this that a quick google turns up.

Sorry, rant over. Hopefully it will all be resolved happily tommorow.

goslow · Answer

Customers expecting to move home with their existing package/price but getting signed up to a new contract by VM agents gets mentioned over and over again on here.

The £28.99 you mention is new customer pricing (an 'introductory offer' for new customers). The 'standard' pricing seems to be £32.49 for M350 so plenty of room for them to improve on their £39 offer.

You are unlikely to receive a reply from the VM forum team here in ‘Community Natter’. A VIP or moderator might move your topic to a better forum, such as ‘Managing Your Account – Cable’ to get a VM reply.

fustr8tedVMuser · Answer

Thanks for the info. I was so frustrated i mis-spelled my user name

Molly_T · Answer

Hi Frustr8tedVMuser 👋 Welcome to the community forum! Thanks for posting.&nbsp;
So sorry to hear this feedback of your recent experience transferring services to a new property with us.&nbsp;
It's true to say that unless joining our services as a new customer, there are some deals you would be unable to access that are visible via the website. These are introductory offers for new customers joining us for the first time, and in your instance you have transferred existing services over to a new account.&nbsp;
 That being said, it does sound like you've not had the best experience trying to get this sorted either - our sincerest apologies about this!
Hopefully you received the call you were awaiting yesterday to discuss your complaint further 🤞 but just in case, I will also send you a PM to confirm a few details and offer further support with your complaint. Please keep an eye on your Inbox 📩 in the top right corner of the page.&nbsp;
We can then return to this public thread when possible with another update. Thanks for your patience in the meantime! 🌞

fustr8tedVMuser · Answer

Hi Molly_T, I've been on the phone with the retention team this morning and only saw your message after i'd finished. They offered me 24 month contract on M350 for £34 per month which i have agreed to.

Thanks for reaching out though 😊

Stuxxxx · Answer

If you do move now or in the future, just be aware that all the ISP's are pulling these sorts of&nbsp;manoeuvrers today.&nbsp; You only have to look at any user forum to see they are filled with complaints like yours.&nbsp; The term "buyer beware" has never been more true.

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Underhanded way to do business

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