Virgin Media Community

[MatronJune]

Hi,

I called up to cancel due to price increases and was offered a £3.50 discount for 6 months with no change to my contract term.

I accepted but now the email has been sent confirming the discount but saying I have agreed to a new 12 month contract.

I did not agree to that at all.  I only accepted the offer because it wasn't locking me in to a new contract.

Can you please advise why this has happened.

I did not agree to, nor do not wish to sign up for a new 12 month contract.

Regards,

June

[mark1ee · Accepted solution]

---

@MatronJune wrote:

Hi,

I called up to cancel due to price increases and was offered a £3.50 discount for 6 months with no change to my contract term.

I accepted but now the email has been sent confirming the discount but saying I have agreed to a new 12 month contract.

I did not agree to that at all.  I only accepted the offer because it wasn't locking me in to a new contract.

Can you please advise why this has happened.

I did not agree to, nor do not wish to sign up for a new 12 month contract.

Regards,

June

---

You still have 14 days to cancel that under the Distance Selling Regulations I would imagine, I would hang on to speak to someone. You should be offered a better deal? 

[MatronJune]

Thanks for replying to me.

I have been on hold for 40 minutes for the call to be disconnected.

I will wait for a rep to reply on here and hopefully they can resolve it.

June

[mark1ee]

I managed to get through on a Sunday afternoon, it took 50 minutes but managed to speak to someone, I would recommend calling at around 8 AM when they 1st open too? Good Luck 🙂

[Beth_G]

Hi MatronJune,

Thanks for posting on the Community Forum.

I'm sorry to hear there was an issue with the package which was automatically offered when you called us. Have you been able to get back in touch since posting?

If the minimum 12 month term was not mentioned via the IVR I will get this fed back to be reviewed.

Let us know.

Beth

[MatronJune]

Hi,

Is it a new 12 month contract then?

I did speak to some one who advised it wasn't via web chat.

If it is, can you cancel for me as I do not wish to call again as it took several attempts to get through and I was cut off numerous times.

I did not agree to a new contract at any stage.

June Scriven

[MatronJune]

[Steven_L]

Hey @MatronJune,

Sorry for the delay in responding to your post.

Have you been able to get this looked into further since your last post? If not don't worry we can get this looked into further for you from here but we cannot discuss contract information any further in the open forum, so we would need to do this over a private message.

I will send over a private message in a moment and if you still need help, please respond to my message.

Regards

Steven_L

[MatronJune]

Not sorted so I have replied to your private message.

[Steven_L]

Thanks @MatronJune, I will have a look into this now for you.

Regards

Steven_L