Virgin Media Community

[atmadden]

I was called today by an agent to offer me an upgrade to gig 1 broadband for an extra £7 a month.

My current contract includes a credit of 24 each month as my previous contract was put through incorrectly, this was applied to get the correct price.

There is 7 months of this credit left and the agent advised the upgrade would be another 18 month contract and would go up by a further 24 after the 7 months. I could call up then and renegotiate or exit. I wasn't happy to pay this increased price so confirmed this several times.

Got the new contract this evening and they have charged me £35 fee for a new modem. No mention in the call of this and I confirmed no other charges on this call. I am also now concerned that when the 7 months is up they will say I am stuck in a contract for another 11 months at the increased price.

I have had nothing but issues when it comes to new contracts.

Couldn't get through on the phone so logged a formal complaint.

[Alex_RM]

Hi atmadden,

Thanks for posting, and sorry to hear there's been some confusion regarding your package.

If you had a rolling credit as part of an agreement on your old package, this would not be renewed when it runs out. Meaning your new deal would then increase. 

If you are within a contract at this point there would be an early disconnection fee if you decided to leave.

So I can look into your complaint I've popped you over a private message to get a few more details from you  (purple envelope, top right hand corner)

Alex_Rm

[atmadden]

Just replied to your private message.

From what you are saying the agent who called me yesterday gave incorrect information then as well as not advising me of £35 charge.

This being the case unless the £35 charge is cancelled and I can exit after 7 months or the discount is applicable to the whole contract, I want to revert to what I had before with 7 months of my contract left at £52 per month.

Thanks

[Alex_RM · Accepted solution]

Hi atmadden,

Thanks again for popping your details over via private message, glad we were able to get this resolved.

Alex_Rm

[atmadden]

Hello

Just checked my latest bill today and the £35 charge has been put through but no credit for the same amount as agreed as resolution to the complaint.

I am now also concerned about the rest of the complaint being actioned correctly as well.

Can somebody please look into this as Alex doesn't appear to be online today.

Thanks 

[John_GS]

Hi atmadden

Thanks for coming back to us. Apologies for this, I'll send you a PM now to assist further

Best

[John_GS]

Hi @atmadden,

Thanks for joining me on PM. Just to update this, the account was sorted 🙂

Sorry again for the delay. Pop us a post if you need further assistance.

Best,

[atmadden]

Hello

Just checked my account on my Virgin media and it is showing as Bill overdue. Payment went out by dd as usual.

Can you please look into, I assume this has something to do with my previous issues and the 35 credit which was reflected in the DD amount that went out.

Thanks 

[Andrew-G]

Give it a couple of days in case that ripples through, and check your credit history (eg with Experian).  If your account is showing as late paid or overdue on VM's systems, there's a high chance that it will be automatically reported to the credit reference agencies.  For most people the last thing they need is a report that they're a poor credit risk, which will linger for the next six years.  

If that applies, then VM will need to clear that up as well as the matters you're already looking for them to resolve.  If VM can't or won't sort it out despite evidence that you're not at fault and there's no genuine credit payment issue, then the complaint route is to the ICO, since holding and communicating incorrect personal data is a breach of the relevant Data Protection laws.

[atmadden]

The following months bill has just this second updated and shows 35 owing from last month. However the adjustment is also there, effectively cancelling it out. The bill is the correct amount.

Thanks for the advice, hopefully there are no issues but will check credit history nonetheless.