Contract change intro price issue

[wab_101]

Hi, I recently connected to Virgin (18th December), but didn't set up a phone line, which I require.  I have been trying to work through online chat to add it, or start a new contract with the landline included, and was offered a £27 / month 18-month contract.  Having agreed this (and verified price with the agent), updated documentation has come through to say that the price is only valid for 3 months of the 18 months suggested in the pre-contract documentation (new price £67 from April).  

I was happy with my previous bundle with a landline add-on (£45-50?), I'm not fussed about getting the better winter sale deal, but I would really like to get it resolved quickly to ideally port my old phone number over ...

It would be really useful to have an exchange with someone to work through this, but I'm not sure if I go through the chat again I won't get put into the same position.  Any help on how to approach this would be really useful, thanks!

[Carley_S]

Hi @wab_101 

Welcome to the Community Forums. 

Sorry to hear of your concerns with adding a landline service to your account. 

Is your landline number still currently active with your previous supplier? If not, how long ago has this number ceased?

[wab_101]

It ceased on 18th December when I switched over to Virgin

[Carley_S]

If the landline is no longer active, then we wouldn't be able to make a new number port request for a new Virgin Media landline service. This would've needed to have been requested when the service was active such as part of your installation. 

Is there any way you can contact your older provider to reconnect the landline so the number can remain active? Then we'd possibly be able to request the number port then. The landline should be able to reconnect within 14 days I believe of disconnecting. 

[wab_101]

Thanks Carley for getting back to me.  I checked and the line is still active, though I am more concerned with the issues with the contract - what would be the best way to address those?  I will try again this morning through the chat, but if that doesn't work anything you can do would be very welcome!

[Carley_S]

Oh okay, apologies, I thought it was your landline that you were more concerned about, as this can be lost forever if a port is not actioned, or if the landline is disconnected for too long. 

With regards to the contract then, adding a landline service to your package now, would mean that you'd be accepting an existing customer deal and wouldn't be eligible for the new customer deals (such as the current Winter Deal) that are ongoing at this time. Not sure what you meant by a landline addon. A landline is a completed new service install that cannot be applied as an addon like call features, as Caller ID or Caller Reject can be. 

The contract that was sent to you, with the 3-month deal, if you're not happy to go with this deal as it is described, the team can look at other existing customer deals for you that are more suitable. 

Once you have a landline service with us, the team will also be able to request a number port, so long as the number is still active with your current supplier.