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Shillu's avatar
Shillu
Joining in
2 years ago

Virgin Media cannot confirm what my contract says

Hi, I started my VM contract in June 2021, when I took it out I was told that the contract is not subject to rpi and would remain at the same price forever basically. The price has remained the same aside from the oomph sim being billed by O2, so coming off the VM bill. 

Today I received an email telling me my contract will be increasing with RPI plus some. I called customer services and I spent the best part of an hour on the phone just trying to get them to understand. In the end I put the phone down owing to sheer frustration.

My contract is not on virgins system apparently because it was sent to me in the post, which after almost 3 years I have no idea where it is.

How do I go about getting this resolved?

Thanks

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  • golden86's avatar
    golden86
    Dialled in
    2 years ago
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    What sort of contract package was this? For as far as I know Virgin has always done a 18 month contract not perpetual just goes on forever. 

    • Shillu's avatar
      Shillu
      Joining in
      2 years ago
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      It was probably an 18 month contract, it was taken out June 21, the price didn’t go up last year and I’m pretty sure the agent told me the price would always remain the same but I’ve got no way of proving it without Virgin Media admitting to it.

      • FlockWallpaper's avatar
        FlockWallpaper
        Up to speed
        2 years ago
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        If you think about it, does the ‘promise’ you were made by the agent sound reasonable? Would any ‘reasonable person’, as the law likes to refer to, really think that they could have a service, potentially for ever, with no increases in price, ever?

        I’m afraid this is one of those ‘too good to be true’, offers, which actually aren’t true!

        Unless you have something in writing confirming it then I’m afraid it’s your word against their’s and VM would long since have deleted any call recordings - they only keep them for the legally mandated six months.

        The good thing is that you aren’t tied into any minimum term contract and are free to leave VM, subject to you giving them at least 30 days notice. So what you could do is to investigate alternative suppliers, find another one who can give you what you want for a price you find acceptable, then contact VM and cancel. There is a good (but certainly not guaranteed) chance that if you do that, then VM will contact you to make a better offer.

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says","id":"message:5493164","revisionNum":1,"repliesCount":7,"author":{"__ref":"User:user:886606"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:ManageAccountCable"},"conversation":{"__ref":"Conversation:conversation:5493164"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:5493164"},"body":"

Hi, I started my VM contract in June 2021, when I took it out I was told that the contract is not subject to rpi and would remain at the same price forever basically. The price has remained the same aside from the oomph sim being billed by O2, so coming off the VM bill. 

Today I received an email telling me my contract will be increasing with RPI plus some. I called customer services and I spent the best part of an hour on the phone just trying to get them to understand. In the end I put the phone down owing to sheer frustration.

My contract is not on virgins system apparently because it was sent to me in the post, which after almost 3 years I have no idea where it is.

How do I go about getting this resolved?

Thanks

","body@stringLength":"773","rawBody":"

Hi, I started my VM contract in June 2021, when I took it out I was told that the contract is not subject to rpi and would remain at the same price forever basically. The price has remained the same aside from the oomph sim being billed by O2, so coming off the VM bill. 

Today I received an email telling me my contract will be increasing with RPI plus some. I called customer services and I spent the best part of an hour on the phone just trying to get them to understand. In the end I put the phone down owing to sheer frustration.

My contract is not on virgins system apparently because it was sent to me in the post, which after almost 3 years I have no idea where it is.

How do I go about getting this resolved?

Thanks

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Virgin Media cannot confirm what my contract says","moderationData":{"__ref":"ModerationData:moderation_data:5493211"},"body":"

What sort of contract package was this? For as far as I know Virgin has always done a 18 month contract not perpetual just goes on forever. 

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What sort of contract package was this? For as far as I know Virgin has always done a 18 month contract not perpetual just goes on forever. 

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It was probably an 18 month contract, it was taken out June 21, the price didn’t go up last year and I’m pretty sure the agent told me the price would always remain the same but I’ve got no way of proving it without Virgin Media admitting to it.

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It was probably an 18 month contract, it was taken out June 21, the price didn’t go up last year and I’m pretty sure the agent told me the price would always remain the same but I’ve got no way of proving it without Virgin Media admitting to it.

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If you think about it, does the ‘promise’ you were made by the agent sound reasonable? Would any ‘reasonable person’, as the law likes to refer to, really think that they could have a service, potentially for ever, with no increases in price, ever?

I’m afraid this is one of those ‘too good to be true’, offers, which actually aren’t true!

Unless you have something in writing confirming it then I’m afraid it’s your word against their’s and VM would long since have deleted any call recordings - they only keep them for the legally mandated six months.

The good thing is that you aren’t tied into any minimum term contract and are free to leave VM, subject to you giving them at least 30 days notice. So what you could do is to investigate alternative suppliers, find another one who can give you what you want for a price you find acceptable, then contact VM and cancel. There is a good (but certainly not guaranteed) chance that if you do that, then VM will contact you to make a better offer.

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If you think about it, does the ‘promise’ you were made by the agent sound reasonable? Would any ‘reasonable person’, as the law likes to refer to, really think that they could have a service, potentially for ever, with no increases in price, ever?

I’m afraid this is one of those ‘too good to be true’, offers, which actually aren’t true!

Unless you have something in writing confirming it then I’m afraid it’s your word against their’s and VM would long since have deleted any call recordings - they only keep them for the legally mandated six months.

The good thing is that you aren’t tied into any minimum term contract and are free to leave VM, subject to you giving them at least 30 days notice. So what you could do is to investigate alternative suppliers, find another one who can give you what you want for a price you find acceptable, then contact VM and cancel. There is a good (but certainly not guaranteed) chance that if you do that, then VM will contact you to make a better offer.

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