I called up your team yesterday to renew my contract and was offered a bundle at £37 a month with a new TV box. I've now received the contract by email which notes the monthly cost is £44 a month and there is a £35 activation fee on my next bill.
Firstly the new monthly price does not reflect what was agreed on the phone when speaking to your advisor and secondly I was not informed there would be a fee for activation of new equipment. All I'm doing is plugging in a new box and sending you back the old, slow one.
I've tried to call and can't get through and also can't get through on your live chat. Please advise how this can be resolved.
Re: New contract sent doesn't match telephone offer
3 weeks ago
Forum staff will respond in due course, but your legal rights are crystal clear - information provided by a company verbally or written is binding if the consumer relies upon it when entering a contract (Consumer Rights Act 2015), so VM have to honour whatever was promised, whether they like it or not.
Hopefully the forum staff can get this sorted to your complete satisfaction, if they can't then I can suggest how to take things further, but those other options will be much slower, so better to consider them after the staff have had a look.
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