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Bikeyswy
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New contract incorrect

Hi . I have just upgraded my services to “vip package” through a retention phone call . However I have had the new contract sent to me twice within a week and it is incorrect ( its excactly the same as what I was on before .big kuhuna bundle ) I am due to have an engineer install two new v6 boxes next week . I have phoned retention twice and they confirm all notes are on system for the new package and they don’t know why I am getting the incorrect bill . Should I just wait untill next week and hope that the new contract will start on the install date ? But then I worry if I will be stuck on a wrong contract for a year . Any advise would be greatly appreciated.Thanks
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Dave606
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Message 2 of 7
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Re: New contract incorrect

Will virgin ever learn?, the exact same thing happened to me 2\3 weeks ago.  I raised this each same issue with virgin, and despite 2 separate contracts and 2 separate emails and a never received 5th, & 6th offer to send the correct details virgin never could sent or confirm in contract or writing what they offered on the phone!.

The clue here is "system notes", these notes on the systerm are NOT contractual, and notes on a system is unlikely to ever stand up in law if a dispute ever arises by the very nature that they are nothing more than system notes.  Plus, whilst you could verbally protest and complain all day long (I spent over 2 weeks doing just that).  As soon as you've made the first payment at the disputed price in the contract and or the contract details cooling off period expires before taking any action such as pulling out or giving your 30 days notice, your far less likely to have much room to change things.

Good luck, but if they won't detail the full offer in a contract or writing (email) before any cooling off period expires I'd pull out if I were you.  I did and we get BT fibre installed in the morning

 

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Bikeyswy
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Re: New contract incorrect

Thanks for the information. I will call one last time and if I don’t get a contract from them I shall also be leaving !
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Raymondo111
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Message 4 of 7
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Re: New contract incorrect

I renegotiated my contract in December last year, email contract they sent was incorrect, checked with 2 separate retention specialists early in December who said that agreed price was noted and is not shown in the contract? I didn't sign the contract as they said that the agreed price would apply, the first bill after the new contract was once again incorrect but was paid by DD in January, last week the next bill came in which bore no relationship to both the contract and initially agreed price. Spoke to India call centre who were useless and asked to be transferred to the UK call centre, spoke to retentions who agreed that both bills were wrong but they would correct in the next billing cycle and put a credit on my account. New contract was sent after 4 days but once again this was incorrect, price was ok but was only for 6 months and not 12 months as agreed. Spoke to retentions yet again who said that they would email me with the correct 12 month information but I haven't received it yet but as it was only this morning I live in hope. I have been a Virgin customer for over 20 years going back to Telewest etc and have mostly had a reasonable service but the last few months haven't been good.
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Bikeyswy
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Message 5 of 7
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Re: New contract incorrect

I have contacted vm again and am told my new contract will start on the day the new v6 boxes are installed ( this week ) . I have to check online approximately 3hours after installation and it will be updated . Am I convinced this is going to happen -no but will wait and see and will be back in phone again . Hope I am wrong
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Dave606
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Message 6 of 7
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Re: New contract incorrect

I'd be highly suspicious of any company that comes up with false excuses and lies on why they can't send a correct contract until after everything has been installed and goes live and no doubt by which time the cooling off period expired!.

 

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Forum Team
Forum Team
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Message 7 of 7
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Re: New contract incorrect

Hi Bikeyswy, 

 

Thanks for your post and welcome to the forums. it's great having you on board with us in the Community. I'm sorry to hear that you've not yet received a suitable contract. 

 

Things will update on the system once you are installed however it may take up to 24 hours. 

 

There is also a right to cancel period of 14 days so if you notice any issues during this time, let us know. 

 

Thanks,

Kath_F
Forum Team

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