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Lionhart127's avatar
Lionhart127
Tuning in
6 months ago

VM can NOT be trusted!

I have been with VM since May 2023.  The contract was for 18 months and the PDF contract document clearly stated this and runs out 16 November 2024. I recently found out on my VM accounts page, and it says there is 8 months contract left?  Obviously VM changed the contract without my knowledge, no email notification or letter, nothing. So VM has broken the terms of my contract?  From 16 November 2024, there will be a massive increase from £40.80 pm to £85.95pm! That is a increase of just over 110%!  If that is not a rip-off, then I don't know what is! This is just for broadband and landline phone only.  I could negotiate a better deal with VM, but I do not trust VM. The service has not been very reliable and have had several outages including the phone. The broadband speed falls well short of what I should get, 35% to 45% less. I don't trust VM's own speed checker, it shows a lot higher speed than other speed checkers. I am very angry with VM. Still waiting for a phone call from them, there not interested. VM are cheats, not much better than scammers, and are NOT to be trusted. My contract will end, and I will have to look for another broadband supplier. Bye bye Richard Branson!  

19 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    6 months ago

    Sounds like your account information and minimum term dates have been mangled in some way or something has been added.

    If your original minimum term was to Nov 2024, your huge price jump is likely to be because your original minimum term discounts are ending on that original date.

    You will need someone from the VM forum team to look at your account and advise why there are inconsistencies.

    You are unlikely to receive a reply from the VM forum team here in ‘Tech Chatter’. A VIP or moderator might move your topic to a better forum, such as ‘Managing Your Account – Cable’ to get a VM reply.

    If you don't get a satisfactory reply on here, your next steps would be a formal complaint to VM (a necessity) before escalating to the ombudsman for a third party adjudication.

  • Lionhart127's avatar
    Lionhart127
    Tuning in
    6 months ago

    Thanks for reply. Where is this 'Managing Your Account' Forum section. I cant see it anywhere?  

  • Lionhart127's avatar
    Lionhart127
    Tuning in
    6 months ago

    I posted this in the wrong section. Under Tech. I have only just found this forum section. Repeated:- 

    VM Forum Message 11/11/2024

    I have been with VM since May 2023. The contract was for 18 months and the PDF contract document clearly stated this and runs out 16 November 2024. I recently found out on my VM accounts page, and it says there is 8 months contract left? Obviously VM changed the contract without my knowledge, no email notification or letter, nothing. So VM has broken the terms of my contract? From 16 November 2024, there will be a massive increase from £40.80 pm to £85.95pm! That is a increase of just over 110%! If that is not a rip-off, then I don't know what is! This is just for broadband and landline phone only. I could negotiate a better deal with VM, but I do not trust VM. The service has not been very reliable and have had several outages including the phone. The broadband speed falls well short of what I should get, 35% to 45% less. I don't trust VM's own speed checker, it shows a lot higher speed than other speed checkers. I am very angry with VM. Still waiting for a phone call from them, there not interested. VM are cheats, not much better than scammers, and are NOT to be trusted. My contract will end, and I will have to look for another broadband supplier. Bye bye Richard Branson!

    • Lionhart127's avatar
      Lionhart127
      Tuning in
      6 months ago

      Just to add. I did contact VM last week on their complaints message and asked them to phone me urgently, but nothing so far. They probably think I have already made up my mind to leave VM. I am not phoning them as the last time I phoned over an outage, they took over 40 minutes to reply and I had extreme problems understanding them because of there strong ethnic accent, and also crackly phone line. 

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        6 months ago

        Hi Lionhart127 

        Thanks for posting and welcome to the community.

        Sorry to hear you've got a dispute over the contract length and also any issues with the speeds. It does state in our code of practice here - virg.in/comcop we do aim to be in touch within 28 days with a resolution to your case.

        The best way to measure your speeds is, if you go to https://www.samknows.com/products/realspeed connect via a laptop/PC and do a wired speedtest with only that device connected. 

        I will send you a PM now to investigate the contract dispute. 

  • Lionhart127's avatar
    Lionhart127
    Tuning in
    6 months ago

    Thanks for reply. However, 28 days is too long to wait as the contract ends on the 16 November '24, 5 days. If I do not receive a reply from VM.( I did first contact them about a week ago). Then I will suspend my direct debit with VM and close my contract and find another BB service.  The contract PDF document CLEARLY states 18 month contract. Obviously VM are not interested in keeping me on, or negotiating my account, or else they would have contacted me by now. 

     

    • goslow's avatar
      goslow
      Alessandro Volta
      6 months ago
      Lionhart127 wrote:

      Thanks for reply. However, 28 days is too long to wait as the contract ends on the 16 November '24, 5 days. <snip>

      Some further info which may help you ...

      John_GS (from the VM forum team) has said he has sent you a private message (PM) to look into why your contract dates do not match with your original documents. You are most likely to get useful support from VM via the VM forum team on here rather than other VM channels of communication. That includes VM's complaint processes which are slow and often result in no useful outcome for the customer (based on numerous reports of VM complaint outcomes on here).

      It rarely works out well for the customer to cancel a direct debit and withhold payment. This just kick starts VM's debt recovery processes (which are very efficient) and can ultimately end up with late payment fees and visits from debt collectors.

      If your minimum term ends on 16 Nov, your contract will still carry on at the higher rate after that. The contract with VM only ends when you give VM 30 days notice to cancel.

      If you are moving to another supplier, using the new One Touch Switch (OTS) process with a new supplier may truncate the 30 day notice period but you would need to make sure you have fully completed your minimum term period with VM to avoid any early disconnection fees from VM.

  • Lionhart127's avatar
    Lionhart127
    Tuning in
    6 months ago

    My present VM and O2 services will be dis-connected when my contract ends, last day Friday15 November. I can NOT get to speak to anyone from VM to discuss my account problem. As my O2 mobile is linked, this will be switched off too. So from Saturday I will have no means of communication. Broadband, land-line and mobile will be gone. If I continue to use any of these, then effectively I will agree to the new contract, which I absolutely do not. I first contacted VM on their complaints message last week asking them urgently to phone me, but it seems they have no intention of doing so, and hoping I will go into the next contract by using the services. I wanted to discuss a cheaper deal, because my new contract has gone up over 110%!  With the VM and O2 monthly charge, I would be paying just under £100 pm. I only get state pension, no private pension, I can not afford that. It seems that VM have a monopoly of my block of flats 4-27 Nettlestead Close for faster broadband. As 1-3 and 28-32 Nettlestead Close, Beckenham are houses,  and have fibre optic cables installed. I know this is the case because when I made asked 'Community Fibre' they said they where unable to supply fast direct fibre, but they would not say why?  There is a 'Community Fibre' box just yards from the block 4-27. Some in the houses (not flats) of Nettlestead Close do have the 'Community Fibre' another neighbour flats 4-27 also requested 'Community Fibre, they said no to them. So I am sure VM have a monopoly for fast BB on my flat block, and probably many other flats in the UK. So we are forced to use VM's faster broadband, or settle for a much slower copper cable connections? That is unfair competition?  Anyway  PLEASE can you help so I can talk to a person at VM. I will give my account details but only to your personal message. Thanks    

    • Lionhart127's avatar
      Lionhart127
      Tuning in
      6 months ago

      Please help, my VM and O2 will be dis-connected on last day of present contract  Friday 15 November.  If I continue to use VM and O2, then effectively I will accept the new contract. So from Saturday the 16 November I will have no means of communication. Broadband, land line phone and mobile will be gone.  I can not get to speak to anyone at VM, even though I left a message last week , asking urgently to phone me.  The new contract will go up to over 110%, and I can not afford that. So unless I hear from VM,  this Friday 15 November I will cancel my direct debit with VM/O2. I will have to look for another BB service, and settle for much slower copper cable speeds. This is because I believe VM have a monopoly on this block of flats for faster broadband.  I will discuss this in another post, and explain why I believe this. Can you PLEASE contact VM asking them to contact me, to discuss a cheaper deal. I will give you my account details, but not here, I could send you a private message. Thanks 

  • Lionhart127's avatar
    Lionhart127
    Tuning in
    6 months ago

    My present contract ends on the 15 November with VM. With the same package the new contract would go up 110% which is from £40.80 to a whopping £85.95! That is far too much, and is unacceptable. So I am trying to get a much cheaper deal. My present VM package is for Broadband Volt 1 gig, and Land Phone Unlimited anytime calls, nothing else, other than a streaming box which I assume that is free?  I have spent the last 40 minutes to customer services to get a better deal. Downgrading to about 250 or 500 Mbp/s on the broadband, and at least evening and weekend calls, or not having any Landline Phone. Customer services where unable to give me a deal after about 45 minutes on the phone, and has said she will call back today. I have already said, unless I can get a better deal I will leave VM this Friday and cancel my Direct Debit, and dis-connect all equipment.  However, if I can get an acceptable deal, then I will stay with VM. But there seems to be a problem with VM giving me a price?  The VM website has a page where it says 'change package for existing customers', but that is useless, and I cant change anything on that VM page? Any advice PLEASE, otherwise I will have to leave VM, which I don't really want to do.   

    • japitts's avatar
      japitts
      Very Insightful Person
      6 months ago
      Lionhart127 wrote:

      My present contract ends on the 15 November with VM. With the same package the new contract would go up 110% which is from £40.80 to a whopping £85.95!

      You have a (to use your words) a "whopping" 47% discount.

      I don't think that callback from retentions is going to happen, if you were willing to accept that instead of giving your cancellation notice, it's a pretty good sign to that agent that you're not serious about cancelling.

      Two practical points - firstly you mention being willing to cancel your landline. These VM operate a multi-bundle discount setup where having additional services reduces the per-unit price of services - especially true of landlines where a "without" package often costs more than a "with" one.

      Secondly, more importantly.. Unless you've given VM 30days notice, your contract will remain live and after a month or so, their credit management process will kick in if if your contractual payments are not made. Ultimately this can result in credit file entries that could haunt you for many years to come.

      Only cancel your DD and pretend that you've left VM, if you're fully prepared to accept all the consequences.

       

      • Lionhart127's avatar
        Lionhart127
        Tuning in
        6 months ago

        Well you are very cheerful person saying that because I did not give a 30 days notice I could be penalised!  There nothing that I can see in my contract that says that, but I will examine it more closely.  VM are already aware of my age and explained the situation.  Yes, I should have giving more notice but I am a 74 year old man, and my memory is not that good. You are saying effectively that if a person is elderly and possibly had dementia, they would penalised from many different companies for breaking contracts. That is rubbish!  Exceptions for age and frailty need to be accounted for, otherwise. If that is the case then what is the point of continuing in this world!  

    • goslow's avatar
      goslow
      Alessandro Volta
      6 months ago

      You have received some advice on your original topic

      https://community.virginmedia.com/t5/Managing-Your-Account-Cable/VM-can-NOT-be-trusted/td-p/5588035

      inc an offer of a PM from one of the VM forum team but you have made no further reply on that topic.

      Generally the VM forum team on here do not deal with contract renewals.

      Did you resolve the query about your minimum term end date? Unless you have given VM 30 days notice to cancel your services, your contract won't end on 15 Nov if it is just your minimum term discount that will expire. Cancelling your DD is never a good idea with VM. If VM is still expecting DD payments (because you have not given 30 days notice to cancel) all the DD cancellation will do is kick start VM's debt recovery processes which can ultimately end up in missed payment charges and/or debt collectors at the door.

      If your monthly subscription is too high, after your minimum term, you need to either renew with VM for another minimum term and a better price or leave for a different supplier.

      Lots of recent topics on here have reported that VM's initial renewal offers have been hopelessly poor. Some have managed to get a better offer by putting in a cancellation and waiting for a callback from VM with a better offer. However, there is no guarantee at all that VM will phone you back with a better offer so, if you cancel, you need to be ready to follow through and leave if necessary. Having marketing options turned on in 'My Virgin Media' is necessary to be able to receive a call back.

      If you are trying to renegotiate with VM, you need to be armed with the pricing for the alternative supplier you intend to switch to and have that pricing close at hand so you can decide if any VM offer is any good or not. VM's offers tend to last only as long as the conversation when the offer is made. If you ask to think about it and phone back, the chances are the offer will be gone.

      If you move to another supplier using the One Touch Switch process, your new supplier should deal with the VM cancellation for you (although this is a new process and some teething problems have been reported on some aspects for some customers). The OTS process should also truncate the 30 days notification to VM depending on your switch date.

      If you want to try and renegotiate with VM, here is a past topic which might help you

      https://community.virginmedia.com/t5/Forum-Archive/Why-oh-why-does-loyalty-get-punished/m-p/5226917#M3259447

      It's a fairly old topic now but many of the general points are still useful and relevant.

      • Lionhart127's avatar
        Lionhart127
        Tuning in
        6 months ago

        As said in last message. I am a 74 year old man, and like I said in last message, I should have given more time, but I get very forgetful. So I will be penalised because of my age?  So what do I do. I cant afford the increase in price, and it seems the person I spoke this morning, is not going to call me back. So VM can prosecute me and send me to court, and send a debt collector round my house.  Honestly, this situation is hell. And maybe I should give up altogether and just get out of horrible world. I have had enough of it!

    • Roger_Gooner's avatar
      Roger_Gooner
      Alessandro Volta
      6 months ago

      At the end of your fixed contract you'll be moved automatically onto a 30-day rolling contract on the same terms. So, nobody just gets disconnected.

  • goslow's avatar
    goslow
    Alessandro Volta
    6 months ago

    Did you reply to the private message from John_GS which was offered below to look into your minimum term dates?

    https://community.virginmedia.com/t5/Managing-Your-Account-Cable/VM-can-NOT-be-trusted/m-p/5588161#M272017

    He is a member of the VM forum team and an employee of VM and offered to check your minimum term dates for you.

    Once you have confirmed your minimum term dates you will be in a better position to know what to do.

    If you use the one touch switch process with a new supplier you may be able to truncate the 30 day notice period and reduce the impact of the price rise.