Email from virgin saying can cancel without fee

[Adamt1974]

I received an email from virgin last week regarding upcoming price rises. As I signed up for an 18 month contract which runs for another 9 months I am unaffected. However the email clearly states that if I am unhappy I can leave with no cancellation fee. 

As I’ve had some real problems with virgin media I decided to take up the opportunity to leave fee free despite the fact the price of my package was not going up. However when calling customer service they said I would have to pay a cancellation fee and refused to accept what the email clearly stated.

How is that fair?! I’m not sure how I get virgin to honour what was stated in their email? Not sure if others have recently had this problem?

[bhaskarsamani]

next year, 2024, when prices go up you won't be able to cancel without paying a fee 

[cheesy1]

Yes , that's why I'm getting out now

[Beth_G]

Hi cheesy1,

Thanks for your post, I'm sorry to hear you've been struggling to reach us.

I can see that you have been able to speak with our team and get some help recently. If you do still need anything, please just give us a shout.

Kind regards

[cheesy1]

Yes all sorted and cancelled now after over a day trying to get through . Don't think it's right i now have to contact O2 to sort the sim out that was included in my package , signed up for the whole deal with VM but they won't deal with the O2 side of things .