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Contract Offer....?

mamachill
Dialled in

I've had to choose this board because Virgin  clearly only want to answer what they want to answer and so subjects are loaded and many left out ?   Received an email that the contract was about to run out and  there was  great offer/discount with a link, the only  great offer/discount"  was £6 more a month than I'm paying now so not so great, just for Wifi and landline Seeing as that was the cheapest to stay the same I took it, then a week or so later received an email to say the price is going up in April, I can't work out whether it's £3 or £6 increase a month but if this is the case it means, the so called great offer will not be costing me not just  £6 increase but  r £9 -£12 extra a month which will bring it up from £60 to £72 for Wifi and a landline, it's getting ridiculous, how can such an increase be marketed as a great offer/discount like your doing customers a favour? I've tried to find out in the account what exactly I'll be paying but  most pages i'm directed to say "oops page couldn't be found" ?  Can anyone at Virgin clarify things for me please otherwise i'll have no choice but to go elsewhere for my broadband? Thanks in advance

1 ACCEPTED SOLUTION

Accepted Solutions

unisoft
Well-informed

@mamachill wrote:

I've had to choose this board because Virgin  clearly only want to answer what they want to answer and so subjects are loaded and many left out ?   Received an email that the contract was about to run out and  there was  great offer/discount with a link, the only  great offer/discount"  was £6 more a month than I'm paying now so not so great, just for Wifi and landline Seeing as that was the cheapest to stay the same I took it, then a week or so later received an email to say the price is going up in April, I can't work out whether it's £3 or £6 increase a month but if this is the case it means, the so called great offer will not be costing me not just  £6 increase but  r £9 -£12 extra a month which will bring it up from £60 to £72 for Wifi and a landline, it's getting ridiculous, how can such an increase be marketed as a great offer/discount like your doing customers a favour? I've tried to find out in the account what exactly I'll be paying but  most pages i'm directed to say "oops page couldn't be found" ?  Can anyone at Virgin clarify things for me please otherwise i'll have no choice but to go elsewhere for my broadband? Thanks in advance


Yep and the quango outfit that is OfCom have taken since mid 2023 to "investigate" VM and no escape clauses in contracts for unfair price increases where you don't know the amount in advance for the 18 month contract. At some distant point in the future Ofcom may get their finger out their backsides and do some half baked legislation. The operators know they can get away with it as our regulators are so slow to act (making you wonder WHY they procrastinate for so long on something so obviously wrong.)

You've entered into another 18 month contract now by accepting the offer. Legally, they can just do a price increase days after as its in the contract T&Cs you agreed to. If you are within the cooling off period you could try and cancel the new contract and return to your old contract which would be rolling monthly but that's probably gone up in price as well now.

I'd ring retentions (not customer service but the "Leaving Virgin" option on the phone) and tell them to cancel this contract and say you then want to cancel all services by giving 30 days notice if they cannot come up with better offer.

Beware, I got offshore retentions and they messed me around keeping me on hold endless times and randomly transferring my call, and I actually cancelled all my services after being a customer since 2007. I had no problems with the service but they wanted £75.07 JUST for Broadband ONLY and was a bit cheaper but an 18 month contract with 2 unknown price increases that legally you cannot escape anymore. So, I have now booked another supplier and all friends and family on VM and my personal O2 SIM will be following out the door. That's my right as a customer 😉

See where this Helpful Answer was posted

6 REPLIES 6

unisoft
Well-informed

@mamachill wrote:

I've had to choose this board because Virgin  clearly only want to answer what they want to answer and so subjects are loaded and many left out ?   Received an email that the contract was about to run out and  there was  great offer/discount with a link, the only  great offer/discount"  was £6 more a month than I'm paying now so not so great, just for Wifi and landline Seeing as that was the cheapest to stay the same I took it, then a week or so later received an email to say the price is going up in April, I can't work out whether it's £3 or £6 increase a month but if this is the case it means, the so called great offer will not be costing me not just  £6 increase but  r £9 -£12 extra a month which will bring it up from £60 to £72 for Wifi and a landline, it's getting ridiculous, how can such an increase be marketed as a great offer/discount like your doing customers a favour? I've tried to find out in the account what exactly I'll be paying but  most pages i'm directed to say "oops page couldn't be found" ?  Can anyone at Virgin clarify things for me please otherwise i'll have no choice but to go elsewhere for my broadband? Thanks in advance


Yep and the quango outfit that is OfCom have taken since mid 2023 to "investigate" VM and no escape clauses in contracts for unfair price increases where you don't know the amount in advance for the 18 month contract. At some distant point in the future Ofcom may get their finger out their backsides and do some half baked legislation. The operators know they can get away with it as our regulators are so slow to act (making you wonder WHY they procrastinate for so long on something so obviously wrong.)

You've entered into another 18 month contract now by accepting the offer. Legally, they can just do a price increase days after as its in the contract T&Cs you agreed to. If you are within the cooling off period you could try and cancel the new contract and return to your old contract which would be rolling monthly but that's probably gone up in price as well now.

I'd ring retentions (not customer service but the "Leaving Virgin" option on the phone) and tell them to cancel this contract and say you then want to cancel all services by giving 30 days notice if they cannot come up with better offer.

Beware, I got offshore retentions and they messed me around keeping me on hold endless times and randomly transferring my call, and I actually cancelled all my services after being a customer since 2007. I had no problems with the service but they wanted £75.07 JUST for Broadband ONLY and was a bit cheaper but an 18 month contract with 2 unknown price increases that legally you cannot escape anymore. So, I have now booked another supplier and all friends and family on VM and my personal O2 SIM will be following out the door. That's my right as a customer 😉

Matthew_ML
Forum Team
Forum Team

Hey mamachill, thank you for reaching out and I am sorry to hear this.

If your discounts are coming to and end this will also reflect in the price increase.

There is a price increase coming in April 24. 

Matt - Forum Team


New around here?

tpmchugh
On our wavelength

Received an email this morning (15/03/24) inviting me to recontract. Clicked on the links and got 'OOPs cant find that page'. It also said my contract expired on January 3rd. I have been out of contract for a couple of years not months. I have been invited to renew 3 times in the past year and each time I respond, the system fails. Why do they bother sending emails that dont actually work. They also talked about great offers but cant find any of those as I cant get past OOPS. Any suggestions on how to get in touch as I dont want to dial 150 and get put through to India. Had enough problems with them while trying to upgrade my phone. Couldnt make out a word that was being said so kept my old phone rather than sign a deal I didnt understand

Hi @tpmchugh 

Welcome back to the community forums

Sorry to hear you've not been able to access the links. Are you able to sign into your online account yourself and take a look at the offers within there?

Here to help 🙂
Virgin Media Forums Agent
Carley

Hi Matt yes i'm aware of that obviously, my point is the contracts are misleading and not offers/discounts at all if you're constantly paying more for the same service PLUS  an added increase on top of that received a week after the new contact, its actually shafting loyal customers just wrapped up in marketing jargon to make us think Virgin are doing us a favour by increasing our bills by  a quite significant amount, very disappointing indeed? 

tpmchugh
On our wavelength

No, get the same OOps page there too.