How does compensation result in new contract

[Bluepete987]

After having 3 months of virtually no internet last year, I agreed with vm, they could reduce my monthly price. Since then, they put me in a new contract and raised the agreed price! Can someone tell me if this is a legal way of doing business. Can an ombudsman help? 

[Cardiffman282 · Accepted solution]

Maybe. You will need to raise a formal written complaint first with a view to escalating to the Ombudsman. Link is below. 

[Ayisha_B]

Hi @Bluepete987 👋

Welcome back to our Community Forums and thanks for your post. 

I am sorry for the poor experience. This is not the level of service we aim to provide.

I'd like to take a closer look into this so will pop you a PM 📩 now and we can take it from there.

Speak soon!

[Bluepete987]

Hi Ayisha_B

I have replied to your PM. Just wanted to add, the reason I'm not happy with this new contract is I wish to leave vm. As far as I'm concerned they are in breach of contract, as they raised the monthly price agreed straight away. They also had to get another engineer out as had no internet for weeks again. Still have intermittent problems now. I spent an hour and a half on the phone Wednesday making it crystal clear, I wish to leave vm, and I want to escalate to a complaint. These are the words they used in the email to me after.

"

Thanks so much for the chat on 29/08/2024. We’re very happy to be able to resolve things for you.

Here’s a quick recap

Your complaint was:
Cable -> Broadband -> Faults

And here’s what we agreed:
Technical -> Technical help provided" 

It really seems vm believe they're customers are to be treated like s***.

[Bluepete987]

You don't deliver services paid for. What we ask for, you turn into something that suits you. I am astounded that you can get away with keeping customers, and it is legal. You are scamming people and getting away with it. You have your own team on here that sound like they are helping, but are going along with the scam. Enjoy it now because you're days are numbered.

[Cardiffman282]

Background https://community.virginmedia.com/t5/Managing-Your-Account-Cable/How-does-compensation-result-in-new...