Mis-sold new contract
Good evening,
I am at my wits end and making this post as a final attempt before raising a formal complaint to the regulator.
I gave my 30 days notice in February to cancel my Virgin Media broadband + Stream. Many people had warned me that the customer service was dreadful but my experiences had only been positive. The reason I was leaving was purely price (the price almost doubled at the end of the 18 month contract). In addition I wanted Sky + TNT sports, which were being offered to me in the app at £18.75p/m for Sky Sports and £10 per month for TNT Sports - however this didn't make sense financially against the broadband renewal price.
A few weeks after cancelling I received a call from retentions offering me less than my original broadband price if I recontracted for 18 months. I asked about Sky + TNT Sports on Stream and was told the prices on the app are always cheaper than over the phone, so what I should do is accept the new broadband deal, wait 24 hours for it to activate, and then add sports on via the app.
I did this as advised, and placed an order for Sky Sports (£18.75p/m) + TNT Sports (£10p/m) Stream add-ons on 17th March. Order number CH2096989844.
I have heard nothing since then, and do not have access to these services.
After 1 week I chased on live chat, waited 45 minutes, and was told app orders can sometimes take up to 14 days and just be patient.
After 14 days I tried to call, and after being on hold for 20 minutes (twice) was automatically cut off.
I tried again on live chat, and was told all agents were busy and to try on WhatsApp.
I tried WhatsApp using the number provided on Live Chat, but despite showing Virgin Media's corporate account, have never received a reply.
At this point I believe I have a case for mis-selling. I expressly said on the call (and I implore you to find and list to the recording) that recontracting for broadband was contingent on receiving the app-advertised prices for Sky + TNT Sports - and was told I would receive these.
I would be hugely grateful if someone can assist me and save me having to escalate this any further.
Thank you.