Forum Discussion

Jajk18's avatar
Jajk18
Joining in
7 days ago
Solved

Virgin media withdrawn retention offer

After giving notice to cancel my services, I was emailed a revised offer, which I accepted. I then received written confirmation that the order had been placed and a Contract Summary Sheet, confirming a binding agreement. I was later informed that the offer would not proceed, with no adequate explanation.

I acted in reasonable reliance on this offer and confirmation. The reversal raises concerns under the Consumer Rights Act 2015 regarding fairness and transparency.

I have contacted Virgin Media's complaints team many times about this and am just being ignored. I am classed as disabled and VM know this and still ignore me knowing it will extubate my condition.

What happened to the days when you was sent a offer you agreed to the offer and it was set up. Remember you sent me the offer you sent me the contract for the offer and then your websteam send this. 

Hi there,

 

Thanks for placing your order with Virgin Media. We can see from your details that you have recently contacted Virgin Media to make some changes to your account, therefore we haven't made any additional changes.

 

As you already have our services, any pre-payment that you have made online will not be taken. If you need to speak to anyone regarding the changes to your account, just call our team on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone.

 

Kind regards,

The Virgin Media team

 

Looking though the discussion board this seems to be a ongoing trend which is very disappointing, your ceo has not changed so why has your company ethics?  

I am hoping that this can be sorted by a VM employee as they have done for others as there is only 12 days until my services end due to my cancelaction at which point Ill be getting them from another provider and have no other option than take this to the ombudsman. 

complaint
contract
renewal
  • Alisha_C's avatar
    Alisha_C
    6 days ago

    Hi Jajk18, 

     

    Thank you for taking the time to share what has happened. I’m genuinely sorry for the experience you’ve had — especially after receiving an offer, accepting it, and then being given conflicting information. I appreciate how frustrating and stressful this situation must be, and it’s certainly not the standard of service we want any customer to receive.

     

    I’ve also noted your comments regarding your disability. We take our responsibilities under the Equality Act very seriously, and I’m sorry that you’ve felt ignored at a time when additional support should have been provided. This is something we absolutely should have handled better.

     

    To address the core issue:
    Once an offer has been sent, accepted, and a Contract Summary Sheet issued, you should not then be receiving contradictory messages without a clear explanation. The communication you received from our web team does not align with the earlier confirmation, and I apologise for the confusion this has caused.

    I’d like to help get this resolved for you as quickly as possible, especially with your disconnection date approaching.

     

    Here’s what I can do now:

    I’m sending you a private message now so we can confirm your information safely.


    Please look out for the envelope icon at the top of the page and reply when you can.

    Once I’ve verified your details, I’ll look into this for a full review and make sure you receive clear communication and the support you should have had from the start.

    Thank you again for your patience — we’ll do everything we can to put this right.

1 Reply

  • Alisha_C's avatar
    Alisha_C
    Icon for Forum Team rankForum Team
    6 days ago

    Hi Jajk18, 

     

    Thank you for taking the time to share what has happened. I’m genuinely sorry for the experience you’ve had — especially after receiving an offer, accepting it, and then being given conflicting information. I appreciate how frustrating and stressful this situation must be, and it’s certainly not the standard of service we want any customer to receive.

     

    I’ve also noted your comments regarding your disability. We take our responsibilities under the Equality Act very seriously, and I’m sorry that you’ve felt ignored at a time when additional support should have been provided. This is something we absolutely should have handled better.

     

    To address the core issue:
    Once an offer has been sent, accepted, and a Contract Summary Sheet issued, you should not then be receiving contradictory messages without a clear explanation. The communication you received from our web team does not align with the earlier confirmation, and I apologise for the confusion this has caused.

    I’d like to help get this resolved for you as quickly as possible, especially with your disconnection date approaching.

     

    Here’s what I can do now:

    I’m sending you a private message now so we can confirm your information safely.


    Please look out for the envelope icon at the top of the page and reply when you can.

    Once I’ve verified your details, I’ll look into this for a full review and make sure you receive clear communication and the support you should have had from the start.

    Thank you again for your patience — we’ll do everything we can to put this right.