Forum Discussion

Brendan123453's avatar
Brendan123453
Joining in
21 hours ago

Virgin media charged me different price than i agreed to when upgrading

I paid £26.33 per month for 500 Mbps download. I saw an upgrade offer on my account for £3 for the next tier (1 Gb), so I placed the upgrade. I received the email stating the new price was £29.33, but a few days later I received a new contract saying £37 per month! I contacted Virgin Media support via email and they said I agreed to £37 at the time of purchase!


 


I provided all the evidence to Virgin media and this si what they said.

Mod Edit : Personal details removed 

2 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 hours ago

    This is yet another case of VM trying to force s renewal deal that the customer didn't want. You are the customer and only you should decide what you will buy. 

    If you are not happy to pay their price you have 14 days in which you can cancel the contract without penalty, starting from their date of 30th Dec. 

  • Richardr1's avatar
    Richardr1
    Fibre optic
    2 hours ago

    As you have raised an official complaint about this with a complaint number, I would reply saying that their proposed solution is not acceptable to you.

    If they are unwilling to improve the offering, either after eight weeks of the original compliant, or by them agreeing a deadlock, then you can take it externally to CISAS – the Communications & Internet Services Adjudication Scheme.

    I had a similar issue, and Virgin resolved it before it got that far, but not at their first offer.

    Also make sure that you get everything in writing including the contract if you agree a price over the phone before closing the complaint. That includes any discount.