Have I been lied to by Virgin Staff?
Today I negotiated a new deal on broadband by phoning the virgin cancellation line. Before I agreed to the new contract I asked THREE times if the price will increase in April due RPI etc. I was told...
Forum Discussion
I was told the same thing, so not happy about the rise. Without the offer or "promise" in writing, there is not a lot that you can do. Talk is cheap, but not for us that have to pay the bill.
I would like to work with your colleague but since they contacted me with the initial message, I have sent 4 messages and not had a single reply
Thanks for coming back to us MDG211.
We would advise that all agents are entitled to a roted days off, which usually fall on weekends before private messages are passed onto other agents.
To cover weekends however, one team has the Thursday and Friday offline before then covering the weekend hours - which run from 8am until 6pm
If messages sent from yourself beyond 4pm on Wednesday have thus far been unanswered, it's highly likely that the poster you're working with is offline and will be available to assist over the weekend.
Thanks,
David_Bn
Hi David,
My contract started on the 28th July 2023, when I initially made the package agreement the agent said that I could have the same package that I was getting for £25 a month. This was well below what I was paying, so I asked him several times if this was correct, and he said that it was. So obviously I agreed.
Imagine my surprise, and anger, when my contract arrived and it was for £67.00!
I immediately contacted the customer services to register a complaint. I was told that the telephone conversation would be listened to, and if it was correct that I was offered the package for £25, that is the price I would be charged, as it was a legal offer.
Low and behold, this did not materialise, and I was offered the package for £51 a month. But no one contacted me to say why that was the case. So who was at fault here? Was it brushed under the carpet, and the agent sacked for giving me too much of a discount?
I could not see the point in pursuing it as I couldn't believe what I was told, also the contract on my account, is for the £67 one, and not the £51, that hasn't even been updated.
Hey Vessel Thanks for the reply on the Virgin Media forums. 👋🏼
I'm sorry to hear that the offer given is not what was honoured and for the poor experience you've had since.
I will send over a private message and see what I can do for you to rectify this price issue and investigate the matter further.
Kind regards,
Ilyas.
