Joined Virgin on Ultimate Oophm bundle in August (previously long term Sky customer)
My broadband went down in October. Called support (took an hour+), flagged my 24 hour (weekday) service agreement on Ultimate Oophm. Engineered came within 24 hours and sorted the problem - very good 👍
Looked at my account a week later - realised I been put on a new 18 month contract (from October) - I was very confused 😕. £10 extra per month too - the plot thickens 🤔. I had been signed up to something called 'Homeworks'. Transpires this is an engineer call out service - which mirrors what I already had in my package. I didn't discuss or ask for anything or want to change my contract.
Called Virgin dozens of times - have had five new contracts - all incorrect - the latest two versions have put me on a new 15 year contract!
I have done two official online complaints but get emails back saying Virgin have tried to contact me - but definitely they haven't. Virgin have flagged they will therefore close my complaints in 28 days.
Each time I ring - the person admits its terrible and a manager will call me asap. However I never get a call back.
At my wits end - please help! I've ended up with a 15 year contract for a more expensive service I didn't ask for. All because I wanted my broadband fixed 😥
Re: Can't get removed from contract I didn't ask for!
No - I've heard nothing from Virgin whatsoever - manager callbacks just don't happen. I've wasted what must be days trying to get a resolution.
I've decided to follow the complaints process (Consumer Complaints Code of Practice) and wait to report it to the ombudsman once 8 weeks have passed, I'm stuck trying to get help from Virgin so only option is the ombudsman.
Came across this and it seems to be very much in line with VM's standard operating practices. They did something similar with my partner recently, where she told them to disconnect and terminate a contract, that she wasn't willing to discuss offers or retentions deals, and instead e signed her up to a new 18 month contract without authorisation, on a totally stripped out package.
Ultimately, as you have not entered into these contracts, you aren't liable for any of the costs associated with the services. The fact you have made reasonable efforts to contact VM to have this sorted puts you on the right side of the legal system, should you wish to bring legal proceedings against them.
That said, if I were you, I'd try everything up with your existing complaints reference to their head of customer service / media team, Daniel Potts. He responded personally to my issue within 7 minutes of raising, and although he didn't action anything himself, he passed it to a member of his executive team - this will save you dealing with the standard drones at VM.
Put all the details in an email to [MOD EDIT: Staff email address removed]
Once done, call the executive team directly to chase up any updates - 0800 052 0264. Direct through to a person, although given how many complaints a company like this has to deal with means 20-30 minute wait time to get through.