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New contract frustrations

LJS68
Tuning in

Hi, 

Switched from Sky, always had great customer service but the copper broadband was starting to affect my work. I took out the top package with Virgin including the O2 unlimited everything inc data sim only. My TV package on my contract and the advert 

190+ TV Channels  Disney+ Premium  Kids Pack
 Netflix
 Sky Cinema HD & Sky Sports  Sky Sports HD
 Virgin TV 360 Box
 Virgin TV 360 Mini Box

Main Issue is I don’t have Disney+ premium, I have complained literally every day for 2 weeks. The upshot is Virgin refuse to acknowledge it’s part of my contract and state this  is simply an O2 offer available of Disney+ standard free 6 months then paid. The O2 offers were not on the advert and yes they do this and many other offers however  I have this on my contract as part of my TV package and as Premium which O2 do not offer. Second issue is  O2 claim they don’t do an 18 months unlimited data contract for Virgin, even though it’s still currently advertised as such. They gave me 250gb. I simply don’t know what to do next, it’s not about the money I could just subscribe and get on with my life but what I can’t understand is I surely can’t be the only person that is experiencing a clear breach of my contract on the offers available to a new customer? If I’d have known I wouldn’t have signed up, I can’t believe how unaccountable this company is. Anyone have any suggestions? 

1 ACCEPTED SOLUTION

Accepted Solutions

Hi, took it out on the 16th June and I only had the conversation with them as I’d been passed on by VM as if the Disney+ was an O2 service. Not sure if my volt is enabled or not as nobody I speak or correspond with will actually acknowledge the contents of my contract but O2 we’re adamant that won’t be doing it. I had some early conversations and correspondence that Disney+ Premium was part of my package and I would be sent an email link in 1hour, 2 hours, 4 hours and a few said 48 hours. Now though it’s complete denial, even one call centre worker made out a complaint for me and the response answer avoided the actual key facts and repeated the incorrect paid solution. I’m at a point where it’s more about the fact I’ve been mislead than the services I get or don’t get. Thanks for you help it’s appreciated 

See where this Helpful Answer was posted

6 REPLIES 6

Cardiffman282
Super solver

Sounds like you are now outside of your 14 day cooling off period. 

Raise a formal written complaint with a view to escalating to the Ombudsman. Link is below. 

As for VM accountability you are a premium package customer and this is how they choose to treat you. It will not get any better. Sorry. 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Thanks. I’ve already done a formal complaint but yet again they simply skip past the facts and repeat the script. Live and learn a guess I just find it incredible that this is so blatant miss selling and breach of contract. I will write to the ombudsman thank you, I don’t need a cooling off period the consumer rights act 2015 is my chosen tool I just can’t get an audience to apply it 🙂

Hi @LJS68 thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

Please allow me to send you a PM so I can look into this further for you, and respond directly when you can!
Many thanks

Tom_W

newapollo
Very Insightful Person
Very Insightful Person

@LJS68 wrote: Second issue is  O2 claim they don’t do an 18 months unlimited data contract for Virgin, even though it’s still currently advertised as such. They gave me 250gb. I simply don’t know what to do next, it’s not about the money I could just subscribe and get on with my life but what I can’t understand is I surely can’t be the only person that is experiencing a clear breach of my contract on the offers available to a new customer? If I’d have known I wouldn’t have signed up, I can’t believe how unaccountable this company is. Anyone have any suggestions? 

Hi @LJS68 

I don't know when you first took out the contract but it normally takes a couple of days to go through the O2 systems (up to 14 days)  but once your Volt perks are actioned by O2 then your 250gb will become unlimited

Dave
I don't work for Virgin Media.
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Hi, took it out on the 16th June and I only had the conversation with them as I’d been passed on by VM as if the Disney+ was an O2 service. Not sure if my volt is enabled or not as nobody I speak or correspond with will actually acknowledge the contents of my contract but O2 we’re adamant that won’t be doing it. I had some early conversations and correspondence that Disney+ Premium was part of my package and I would be sent an email link in 1hour, 2 hours, 4 hours and a few said 48 hours. Now though it’s complete denial, even one call centre worker made out a complaint for me and the response answer avoided the actual key facts and repeated the incorrect paid solution. I’m at a point where it’s more about the fact I’ve been mislead than the services I get or don’t get. Thanks for you help it’s appreciated 

Sent you all the info you requested and no response? 😀