Forum Discussion

jollyuser's avatar
jollyuser
Joining in
6 months ago

Virgin Media did not notify me of broadband contract end

Ofcom's rules mean that phone, broadband and pay-TV companies must contact you between 10 and 40 days before your contract comes to an end. These alerts – sent by text, email or letter – must include:

  • when your contract ends;
  • the price you’ve been paying until now, and what you’ll pay when your contract is up;
  • any notice period for leaving your provider;
  • your provider’s best deals, including any prices only available to new customers; and
  • details of other contracts that are taken as part of a bundle, including the end dates of any commitment periods for those contracts.

Virgin Media did not notify me of the approach of the end of my contract. Consequently, I only noticed a huge price increase after the end of my contract. Being very unhappy, I called customer services to cancel my contract altogether and spoke to a very patient and helpful operator, who said that, because my customer record showed that I had been sent an email, there was nothing he could offer in the way of compensation. I did not receive an email. I registered a complaint, as I think this is disgraceful and unlawful.

I was expecting to be warned of a price increase close to the end of my contract, but wasn't, and, because I didn't notice the increase immediately, Virgin Media have made a whopping £132 more than they should have out of me!

I've seen similar instances of Virgin Media not notifying customers regarding the end of their contract here, on this Forum. I want people to be aware that they may not be contacted by Virgin Media about this, and they should closely watch the number of months left on their contract, as huge price rises may be automatically be applied if they're not proactive.

 

 

  • bhaskarsamani's avatar
    bhaskarsamani
    Superfast
    6 months ago

    it's wrong that they don't do that 

    it's the reason why i manually check it 

    i am leaving virgin media on 9 September as they couldn't price match to where i am switching to 

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    6 months ago

    Do please register your complaint with Ofcom too. VM often appears to view legal and regulatory compliance as something that can be safely ignored as it goes about its main business of wringing as much cash as possible ("optimising average revenue per unit" ) from its long suffering and hard pressed customers.  

     

  • newapollo's avatar
    newapollo
    Very Insightful Person
    6 months ago

     Is your VM contact email address up to date?

    It's possible that VM sent an email to your contact email address, advising you of the upcoming end of your current  promotional discounts along with deals etc,and that it ended up in your spam/junk folder.  Have you checked there? Do you have VM marked as a safe sender to avoid their emails being directed to the spam/junk folder?  Some people even have their email set up to automatically delete 'spam' messages.

    Every VM bill and emails advising that your bill is ready and waiting for you online states the date any discounts are due to end which normally ties in with the end of your current minimum term.  Your latest contract also advises of the dates any promotional discounts will end along with end date of your minimal term.