Customer service offered recontract deal which I accepted and then increased price!

[MrMusketUK]

I was offered a deal to recontract my Gig1 broadband at £36/month which I agreed to and then customer support said that they had made a mistake and it would actually be £42/month which I declined.

I was happy to recontract at £36/month but not £42/month, can anyone honour the price I was originally quoted?

Thanks

Miles

[HavencroftKev]

Sadly, this appears to be Virgin Media's current tactic. 

It's happening far too often for it to be anything else than a deliberate ploy.

[unisoft]

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@MrMusketUK wrote:

I was offered a deal to recontract my Gig1 broadband at £36/month which I agreed to and then customer support said that they had made a mistake and it would actually be £42/month which I declined.

I was happy to recontract at £36/month but not £42/month, can anyone honour the price I was originally quoted?

Thanks

Miles

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£36 /month ***IS*** doable for VM as seen that figure quoted around forums by customers. Its £39 for new customers as I write, so not a mile off.

I also had £36 a month quoted before I left, which was up from previous £32, but I didn't want lock in of 18 months again with 2 unknown price increases and no penalty free exit from 2024 forwards. Had they not insisted on the contract term, I'd still be a customer and likely to have done the 18 months anyway as been long term, I just didn't want the exit clause removed basically so I walked with my monthly £13.50 (£15 but 10% off, normal offer) VM Stream subscription as well as the Broadband when they followed their script.

[archercj]

I am savvy to their tactics after the horror story I had 18 months ago when they sent me an email to renew early. It all looked good on paper - same package and £10 cheaper so i rangthem up and confirm. Withing 10 minutes of agreeing they cut one of my set top boxes off (ended up needed repaling over a month later), removed a load of channels from my remaining box and halved my line speed. Took 28 hours on phone and online to resolve (I made a note of everything) includiing being lied to, having the actual price doubled so I was at the package I had and netflix downgraded.

So when an email has just come in offering me an amazing deal for such loyalty for exisiting customers I have looked at it and wow it is £1 cheaper then what I am paying. Except when you look further they changed me to Mega (I was on maxit) so I lose TNT (it is listed now as an optional extra), no mention of my 2nd box and no mention of Netflix.

Very crafty. But no thanks. Wise to your corrupt ways Virgin. I now have other fiber broadband providers in the area. I'd rather pay a tennerr more than i am now and move away from virgin than have to be subjected to what I was put through at my last renewal.

[archercj]

My recommendation (having painfully been through the process at my last renewal) would be to NOT agree to any renewal until you get it in writing that their package offer is a like for like of what you have now, if that is what you want.and also that you are happy ith the quoted price. You might have to live with a slight increase in cost if you are happy with the overall service.

But watch out for them downgrading your package to Mega which means an extra charge for TNT, that they clearly stipulate any additional boxes, Netflix is clearly shown as included plus other extras such as UHD.

And i would escalate it until you talk to someone based on UK soil. They are normally really good. BUT the original customer service is abroad. And its not their fault either, they are given no ability to negotiate contract prices except UP!

Make sure you have a copy of your existing contract as some of the issues are down to wording of their services. State you want like for like quoting and in writing.

[David_Bn · Accepted solution]

Thanks for reaching out to us @MrMusketUK, and welcome back to our Community Forums!

I'm sorry to see of the confusion caused of the contents of the package, and it's monthly value.

Check out the envelope in the top right hand corner for a private message from me

Thanks,

David_Bn

[MrMusketUK]

All sorted now thanks to the Forum team

[Matthew_ML]

Glad to hear this 🙂