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Misled by sales person over contract increases

Joining in


When I agreed to a contract change last year I asked twice if this was impacted with the mid contract price increases to be told NO twice. The transcript is below. My online account now shows an 8.8% increase and I received an email yesterday with the same price rise. So my question is, do your sales people lie to get people to sign up for contracts? Virgin like many companies are taking advantage of people at the moment with these huge price rises without any interest from the regulator. I hope this rip off is outlawed soon. I complained via the complaint link and received a rambling reply which said nothing over loads of text, suspect it was automatically generated from chatGPT! Maybe if Virgin invested more money into customer service.....

We’ve looked into it and here’s what we found:
I appreciate you taking the time and deligence in reaching us today and I hope this email finds you in good health. I'd would like to offer our sincerest apologies for the frustration and inconvenience pertaining to the issues with the price rise. We regret this occurance and any negative implications it may have caused and would feel the same in your situation. Your feedback is invaluable, and I truly understand your disappointment with the resolution provided but please do not worry we are committed to providing you with the highest level of service.

[22/02/2023, 15:18:10] .: Also what contract length would be and is this price for the full contract duration without an April increase or annual RPI increase?
[22/02/2023, 15:31:23] Virgin Media: I understand, that you already have a contract with O2. But this Volt package deal is bundle with O2 sim. You can get the broadband only service for the upgrade of M350. This new contract will be for a new 18 months of contract
[22/02/2023, 15:32:19] Virgin Media: No worries, once you sign up a new deal, you will not be affected with the price increase that will be happening in April.
[22/02/2023, 15:38:49] .: Going back to your original offer, 35 for M350 plus 6 per month for the O2 SIM, this is 18 months fixed with no annual price rises, the o2 sim is an 18 month sim only deal with no price increases? When would this start if I wanted to proceed, and will I need a new router? Assume I would return the TV box using a return box VM supply?
[22/02/2023, 15:44:38] Virgin Media: Once we complete the offer, it will be start today. You will be receiving an email confirmation regarding the new offer and bill on your account. Yes, once we process the disconnection of the TV and phone, there is 30 days upon fully disconnected the TV and phone and you will receive and envelope to return the TV box. The upgrade for your broadband will be done within 24hrs. Would you like to proceed with offer for V350 with 6gb data call and text unlimited for £41 per month now?
[22/02/2023, 15:47:13] .: Does the cost increase during the 18 months? You told me it would not increase in April this year but will it increase after that annually?
[22/02/2023, 15:50:02] Virgin Media: No. The price will be fixed for a new 18months of contract for this package and you will not be impacted once you signed up a new contract with us. Once your contract is about to end, you can contact us again to get a better deal here on your account.
[22/02/2023, 15:51:39] .: Ok, thanks then I will proceed with this offer. Do I get a record of this conversation?




Knows their stuff

Welcome to the Weird World of VM customer service. As far as I can see you have actually contracted for a fixed price over 18 months and therefore avoid two annual price increases. The Consumer Rights Act 2015 applies here. Reject the complaint resolution and demand a deadlock letter. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

Forum Team
Forum Team

Hi @musicvan 

Welcome to our Community Forums and thanks for your post. 

I am sorry for any confusion caused.

Last years price increase may not have impacted you and our sincere apologies you were advised it would be for the whole duration of your contract.

A customer’s bill will change from April each year in line with the RPI rate announced in the preceding February +3.9%. 


Forum Team

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So basically you are confirming Virgin mis-sold a contract to me, your sales people represent Virgin Media and I have the contract discussion in writing. So I was lied to and the response is tough! I will be following up with a formal complaint. 

@musicvan wrote:

So basically you are confirming Virgin mis-sold a contract to me, your sales people represent Virgin Media and I have the contract discussion in writing. So I was lied to and the response is tough! I will be following up with a formal complaint. 

Your answer is there. Basically, take it or leave it as we (VM) are going to ignore any original dialogue that you posted. To be fair, they can't take someone posting text as absolute proof, because it could be easily changed BUT if they are going to use Whatsapp for example, then they should have their own backup of the chats as well.

The extract was from a WhatsApp message, I have the full text saved. The entire conversation took just over 5 hours, another side of the poor customer service from VM, they make it an exhausting process to communicate!

start of the message timestamp

[22/02/2023, 12:04:21] Virgin Media: Hi from Virgin Media! To continue your conversation, please reply to this WhatsApp message

Hi @musicvan thanks for getting back to us.  

Sorry to hear that a promise regarding your monthly package price has not been honoured. I am going to send you a private message, so that we can look into things on your behalf. Please keep an eye on your inbox in the top right of your screen.