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graciejolucken's avatar
graciejolucken
Joining in
24 days ago

Wrong contract date end

I am looking for support from other members or ideally a Virgin team member who can help.

I started my 18 month contract in April 2024 due to end in October 2025. I moved house in this period and it seems as I moved house they restarted my 18 month contract from my moving date instead of continuing my initial contract. I also had a promotional offer running from April and this expired in October yet I am still locked into the same contract which is now charging me double as the promotion has expired. 

I should not be in this contract any longer and it is due to run until Feb 2026 meaning I am supposed to pay double for 6 months and I cannot leave early without an early disconnection fee. I have tried to contact live chat and I have raised complaints which were initially responded to until I pointed out they made an admin error and then they just tried to shove a new 2 year contract in my face without reimbursement for the last couple of months.

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5 Replies

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    23 days ago

    Hello graciejolucken,

    Welcome to the Community, and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re experiencing with your contract at the moment. 

     I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
    Kind Regards,
    Steven_L

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      20 days ago

      Thanks Gracie, Steven will respond as soon as possible.

  • graciejolucken's avatar
    graciejolucken
    Joining in
    20 days ago

    The proposed 'solution' as a result of this post was to sign a new 2 year contract! Zero mention about the overcharged money and zero accountability for the hell they're putting me through. Ombudsman the only option now it seems, oh and likely a lawyer as this will definitely affect my credit score because I refuse to pay for a contract I didn't sign! 

    Beware before signing up to this company, the customer service and care is absolutely appalling.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    20 days ago

    Just to say that you are not alone in being put on a new contract when you move home.  This is a common complaint here.

    Providing there has been no change whatever to your contract (and this is crucial), the remaining period of the original contract should be transferred to the new address. If you did not agree to any contract change then you should insist on the original contract being reinstated.