Misleading Renewal Offer and Unfair Charges

[fkeko]

Hello Virgin Media Community,

I want to share my recent frustrating experience with Virgin Media.

I received an email from Virgin Media stating that I could renew my contract for £24 per month. Trusting this information, I renewed my contract on 6 May 2024. However, my next bill showed a significant increase to £64 per month and an additional £14.81 for a package change fee that I did not authorize.

When I contacted customer support, I was told that the £24 rate was only for new customers, which was not mentioned in the renewal email. I feel completely misled and deceived by this process.

I am currently in the complaint process with Virgin Media, seeking to resolve these issues.

Has anyone else experienced something similar? How did you resolve it?

Thanks for reading.

[Cardiffman282]

This treatment is becoming routine and is entirely illegal. 

The related regs, ASA Code 3.30, state "Marketers must not use the technique of switch selling, in which their sales staff... refuse to take orders for [the advertised product] ..."

https://www.asa.org.uk/make-a-complaint.html

[Joseph_B]

Hey @fkeko,

Welcome to the Community Forums and thanks for the post.

Sorry to see you have had this issue with your contract and getting it renewed, I would like to look into this to see what I can do for you.

For this, I will be sending you a quick private message.

Joe