@Anonymous wrote:
There are records in the form of call recordings and it's your legal right to obtain them and hold VM to the agreement via an official complaint.
https://www.virginmedia.com/help/dsar-faq
https://www.virginmedia.com/help/complaints
I'm afraid that I don't think that a promise to hold an offer open would be legally enforceable. If a deal were negotiated, offered and the customer accepted it, then that is easily enforceable under UK contract law. But an offer is not enforceable under contract law before both parties accept it, at which point it ceases to be an offer and becomes a contract. Neither can retrospectively change a contract, for example the excuse "that offer you accepted was only supposed to be for new customers" would not enable VM to withdraw or change terms the customer and agent agree on during a call. But before the contract is agreed then there's no obligation by either party.
I remain surprised by retention agents telling customers offers will remain open - the agents know full well that it isn't going to happen, and usually they get a bonus for meeting retention targets so there ought to be an incentive to them to say "if you can't accept this offer then you can call back but I can't guarantee these terms will be available".
In terms of advice for Malenko10, cancel the VM contract if you haven't already, and during your 30 day notice you'll probably get multiple calls from VM's outbound retentions agents trying to lure you back. You can either say "No, never, don't call again", or you can tell them "yes, when you offer me a deal like the ones advertised to new customers". Initially they'll say they can't do that, but the end of the 30 days they're very likely to do just that. On my last day of service VM called me five times (but I still said no, as I'd decided VM was not the company I wanted to give my business to).
If you do take up a new heavily discounted VM contract, be aware that under the new terms VM use, that your price will be likely to increase by around 20% for the last 5-6 months of the 18 month fixed term, but you will not have the right to cancel or renegotiate until the fixed term itself ends.
