Virgin Media have changed my contract without my permission

Question

Simply put, I called the Virgin Media CS team two days ago on 12/7 to report a broadband signal issue in my area.

Later on the call, they go through some of the upgrade options for my current contract. I told them I do not want any changes to my current package and will decide later on if I want to renew or not.

However, I received an email today stating that my contract has been renewed and my package upgraded. I just simply want to go back to my old package and make decision later on this year about renewal.

Does anyone know how to file a formal complaint so it can be resolved?

Adduxi · Answer

If they have changed your Contract you have 14 days to cancel this. &nbsp;After it’s cancelled and your old contract reinstated, then complain. &nbsp;Don’t wait or go over the 14 days.

Richardr1 · Answer

Make sure you do it in Adduxi's order - you need to [if you can] cancel the new contract within 14 days of it being issued. A complaint can come later when you mange to do that and see how you end up.Ensure you have details of your old contract to hand. I had something similar so I cancelled a change in my contract, but they refused to put me back on my old contract. So make sure you know what you used to be on, including the remaining period, and that they don't try to move you onto something you don't want to be on.

J_117 · Answer

Thank you, I will call their customer service line and file a complaint.

Daniel_Et · Answer

Hi J_117, thank you for your posts.&nbsp;We're sorry to hear about the poor experience you've had 😔I can see you've spoken to the team since your latest post. Was the complaint fully dealt with?Please pop back to us at your earliest convenience.Regards,Daniel

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Virgin Media have changed my contract without my permission

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