Contract auto renewed... Again

[KyleS33]

I have recently moved home and kept the same contract as before, only moving services.

Despite this Virgin have auto renewed me on an 18 month Co tract which increases in price! 

This is the second home move this has occurred.

I have spoke. To 3 people who say it is all OK and will be sorted. 

Now I have a new account number, 18 months to go and the new virgin login contract download states 18 month term.

If this was the first time it had occurred you could say an admin error. 

But looking at the posts here it appears to be a nefarious way to entrap customers into long term, expensive contracts.

As I have spoken to three people,. Who are incredibly hard to reach in Virgin how do I escalate this to get resolved.

As I have recorded calls and direct email I would like to report the means that Virgin have trapped me in a new 18 month contract with no new services added. 

[KyleS33]

I have recently moved home and kept the same contract as before, only moving services.

Despite this Virgin have auto renewed me on an 18 month Co tract which increases in price! 

This is the second home move this has occurred.

I have spoke. To 3 people who say it is all OK and will be sorted. 

Now I have a new account number, 18 months to go and the new virgin login contract download states 18 month term.

If this was the first time it had occurred you could say an admin error. 

But looking at the posts here it appears to be a nefarious way to entrap customers into long term, expensive contracts.

As I have spoken to three people,. Who are incredibly hard to reach in Virgin how do I escalate this to get resolved.

As I have recorded calls and direct email I would like to report the means that Virgin have trapped me in a new 18 month contract with no new services added. 

[Client62]

This always happens when folks move a VM service to a new address.
It must be set out in the VM T&Cs.

[KyleS33]

But it specifically states if not changing any package services or adding any new ones the previous terms will be kept? 

[goslow]

Formal complaint to VM first of all

https://www.virginmedia.com/help/complaints

(most likely resulting in a fob-off and/or incomprehensible nonsense reply)

Then escalate to the ombudsman via processes and timescales below

https://www.commsombudsman.org/our-process

[goslow]

If you keep the same services, you should be able to continue with the existing package/term at the new address by paying an admin fee (Section O of T&Cs)

https://prod.ctassets.virginmedia.com/uploads/Terms_and_Conditions_TV_Fibre_Phone_from_4_February_20...

https://www.virginmedia.com/legal/price-guides

If you change the package when you move, you would start a new minimum term.

(You would do best to stick to one topic for one query rather than multi-posting)

[KyleS33]

I am on the same package, only different address. 

But still the same issue - 18 month auto-renewal.

When I access this on my virgin media and download contract it also says 18 months even after speaking directly with Virgin. 

[unisoft]

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@KyleS33 wrote:

I have recently moved home and kept the same contract as before, only moving services.

Despite this Virgin have auto renewed me on an 18 month Co tract which increases in price! 

This is the second home move this has occurred.

I have spoke. To 3 people who say it is all OK and will be sorted. 

Now I have a new account number, 18 months to go and the new virgin login contract download states 18 month term.

If this was the first time it had occurred you could say an admin error. 

But looking at the posts here it appears to be a nefarious way to entrap customers into long term, expensive contracts.

As I have spoken to three people,. Who are incredibly hard to reach in Virgin how do I escalate this to get resolved.

As I have recorded calls and direct email I would like to report the means that Virgin have trapped me in a new 18 month contract with no new services added. 

---

On this simple, online form, please let the regulator OfCom know about your experience of moving house with increased pricing which was not agreed. Ofcom have been investigating various complaints since 2023, but many customers have not reported because they did not know or thought it would take lots of time.

https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring

[Robert_P]

Hello KyleS33

Sorry to hear of the account and contract issues since moving, we appreciate you raising this via the forums.

When a customer moves, a new account number is generated as the services are now installed at a different property. During the process, all the existing details for the online account etc should be moved to allow access to the new account and bills.

If when moving you made any changes to your package as in services, tiers then a new 18 month contract would be applicable. If everything remained the same then the contract should commence from the same point with the same lengthremaining.

[goslow]

Next steps here

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Contract-auto-renewed-Again/m-p/555...

on your other multi-post