In June 2020 I moved address and before doing so, I spoke to a member of virgin transfer team over the phone. They told me that my existing contract would be transferred to my new address and none of my services would change and that I wouldn't have to pay anything.
I'm still on Virgin 350, in Area 22 and NOTHING has changed except the address.
The guys came and installed my router to the new property and my bills continued with no change (as far as I was aware).
When November 2020 came around, I called to ask to terminate my services as my payments increased by £20 from £35 a month to £59 a month. They abruptly told me I couldn't leave my contract as it wasn't due to end and if I did, I would have to pay several hundred pounds in termination fees.
When trying to view my contract myself on the Virgin Media website, I am greeted with a page that states "Unfortunately we don't have a digital copy of your current contract", what's the deal with that?
Recently, I have been working from home and losing connection from my office VPN constantly (buying my own router seems to have fixed this connectivity issue).
I have looked again at leaving Virgin and realise now that my customer account number on my original contract, 8748*****, is completely different to the customer number on the home page of the Virgin Media website 7091*****.
I have called today to ask what is going on and after been on hold for 30 minutes, the customer service agent told me that in June 2020 I was placed on a new 12 month contract, I explained that this wasn't the case and I was completely unaware of this, but all the customer service agent would do it try and offer me a new 18 month contract at £53 per month.
I just want out. I didn't agree to pay so much and I didn't agree to be stuck with this service for so long.