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22 years customer, treated with contempt

Tuning in

I was called by outbound-retention office (Glasgow) on the 27th March 2024, and offered a new improved contract. The package was almost the same except for an increase in broadband speed. I received the documents; formally accepted and...waited. However, after a week or so I noticed the broadband speed had not increased. When I called to see what was going on, I was told the contract had "not gone through"; an error and that was that, basically.

In the meantime I was charged for being out-of-contract and the DD pilfered it from my bank account (and paid up to 29th April). I, again, accepted a new contract (two weeks later), albeit with a slightly higher price but with a credit added to bring it in line with the original offer (from the Glasgow office). However, I now see another bill, high in price, to cover until the 29th of April (which  have already paid for!) - even though my new contract has already started! When I call and ask them I much is my next bill, they state the higher a out-of-contract price, only changing their script when I mention I have just agreed to a new contract. Citizens Advice have assured me I'm entitled to cancel my DD to 'take charge of it'; telling me ,also, that Virgin Media are using online administrative excuses to suit their needs. 22 years a customer, and I'm being treated with contempt! 


Tuning in

I had this a few years ago and put in a formal complaint.  I record calls so I have proof and they then honoured the price.

I've just given 30 days notice as they want me to pay more than a new customer for 1/2 the speed broadband!  It's a joke.  Sky have great deal at the moment so I'll try the. For 18 months .  


Forum Team
Forum Team

Hey there @alanwils Thanks for reaching out to us on the Virgin Media Community forums. 👋🏼

I'm so sorry to hear about the poor experience you've had in relation to the package changes with our team recently.
I can see you are in a private conversation with one of my colleagues, 

Please reply to them and they will be able to assist on the matter. 🧾

Kind regards,

Forum Team

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