Forum Discussion

maxwellb71's avatar
maxwellb71
On our wavelength
5 months ago
Solved

Virgin Media refusing to honour new contract

Original contract was due to expire, cost would be £100.09/month but there was an offer of £80.09/month which I accepted. On 6th Sept VM sent me an email with Pre-Contract Documents stating "Attached are your Contract Information & Contract Summary documents. Please make sure that you are happy with the agreement you are entering into."
There were two docs attached to that email, a Contract Summary Sheet and a Contract Information Sheet. Both of those docs clearly show that myself/VM have entered into a legally binding agreement for £80.09/month.
I have now noticed that VM have taken £100.09 out of my account in Sept and Oct.
I've been on whatsapp to a representative who would "see what package they could offer", but they took no notice of the contract. I then got passed to Retentions who said I never accepted the offer as apparently there was a link I needed to click but they couldn't tell me where this link would have been. There's no mention in their email of having to accept the offer, and nothing mentioned in the contracts either.
The Retentions person refused to honour our legally binding contract of £80.09/month. Surely they can't do that?

 

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billing
contract
honour
legal
price
  • Paul_DN's avatar
    Paul_DN
    5 months ago

    Hi maxwellb71,

    Thank you for taking the time to contact us Via our community and welcome back, we are sorry to see an offer received wasn't added due to the offer not being accepted, if this happens it shows at timed out.

    So we can have a look for you I will send you an invite into a private chat, please look out for the white envelope to accept.

    Regards

    Paul.

     

  • obanite89's avatar
    obanite89
    Dialled in
    2 months ago

    That's what I think they are trying to do to me, I got the email saying all as was getting at a certain price, same wording as yours.Now thet are trying charge me something completely different. I I isn't going to happen I will see them in court first.

  • blupete's avatar
    blupete
    Tuning in
    2 months ago

    This has just happened to me,I have just posted a nearly identical post to you.Glad to see you got it sorted,hope I can also.

  • HavencroftKev's avatar
    HavencroftKev
    Rising star
    5 months ago

    Great news, I'm pleased you got it sorted.

    Just out of curiosity, were VM suggesting you'd accepted a contact on the higher price? 

    • maxwellb71's avatar
      maxwellb71
      On our wavelength
      5 months ago

      Not exactly, they were saying I hadn't accepted the lower offer, which I meant I would automatically go on to the higher rate.

      • HavencroftKev's avatar
        HavencroftKev
        Rising star
        5 months ago

        Interesting, so I wonder what they'd have said if you gave your 30 days notice to leave. 

        Because if you hadn't entered into in new contract with an 18 month minimum term you would have been perfectly within your rights to do so. 

  • maxwellb71's avatar
    maxwellb71
    On our wavelength
    5 months ago

    Paul_DN from the Forum Team called me (yes, I spoke to a human on the telephone!!), and we got a good deal sorted.

  • Paul_DN's avatar
    Paul_DN
    Forum Team
    5 months ago

    Hi Max,

    Thank you for joining me in a private chat ands for clearing security, glad I was able to help get you a deal close to what was offered and help get this resolved for you, if you need any further help at all, please do not hesitate to reach back out.

    Regards

    Paul.

    • maxwellb71's avatar
      maxwellb71
      On our wavelength
      5 months ago

      Thanks Paul, much appreciated, and really nice to speak to a human, saved what would have been a very long drawn-out conversation over messaging each other.

      • Carley_S's avatar
        Carley_S
        Forum Team
        5 months ago

        Hi maxwellb71 

        Great to hear that Paul was able to get this fully resolved for you. 

        I've made sure to pass this back to management to ensure they're aware of this for you. 

         

  • russp66's avatar
    russp66
    Tuning in
    5 months ago

    I've had exactly the same issue. No link for accepting the new offer but 2 emails with the contract and new price. I did notice that they were sent to an email account I previously used. I logged onto my current account that uses my current email address and I can see that it is telling me my contract is up for renewal and to click for new price. I've clicked the link and there is an option to accept the renewal offer which is about £20 more but there is also an option to change my services which if I click onto, offers me the same services i get now for £5 more and Includes wifi max and a free WiFi pod. Just spent 30 mins trying to get through to customer service before it hung up on me, and at the same time, I have been in a whatsapp queue for the last hour with no reply. Forum team, please help!

  • Paul_DN's avatar
    Paul_DN
    Forum Team
    5 months ago

    Hi maxwellb71,

    Thank you for taking the time to contact us Via our community and welcome back, we are sorry to see an offer received wasn't added due to the offer not being accepted, if this happens it shows at timed out.

    So we can have a look for you I will send you an invite into a private chat, please look out for the white envelope to accept.

    Regards

    Paul.