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ConD31
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Oomph bundle has changed early on

Hello All,

My contract with Virgin Media was supposed to be the "Big Oomph Bundle" which we had paid for and had a contract sent for and everything as normal.

However, just before the SECOND month of our contract, I received an email stating that we were "no longer eligible for the "oomph bundle" dropping from the m350 speeds to m200, at a price drop of £40.99 to £38, which admittedly, I had missed the email until recent when I began to notice the change (I still had 350 speeds for a while after the stated date on the email which is why I never thought to check).

To add to this, we never received the promised SIM on the order (which to be honest, I'm not fussed about anyway).

I spoke to someone on chat today to try and figure out what's happened and why it's changed and provided a copy of my original contract, to which the chat agent's responses made it seem like they were going to apply the m350 speeds again and up the price to £41.50, still not the original price, but at least I'll get the speeds I was after.. 

So after some confusion and assumption to the responses I did ask for an email with either a payment breakdown or a copy of the contract, which I was then sent a copy of the contract that I had been moved down to, the m200 package at £38, which is where I was just completely confused.

Is there anything I can do at all to actually receive the contract/package I originally agreed to rather than being forced into this lower package at a super similar pricing point..?

Would love some advice!

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Andrew-G
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Re: Oomph bundle has changed early on

Is there anything I can do at all to actually receive the contract/package I originally agreed to rather than being forced into this lower package at a super similar pricing point..?

These "didn't get the deal I agreed" situations happen from time to time.  However, 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 both offered and accepted, whether they like it or not. 

Hopefully the forum staff can pick this up and get it sorted, and I'll flag this for their attention.  By "sorted" I mean that you get exactly the deal you were promised, not some less attractive compromise.  That would be the cheapest and quickest resolution for both parties, and the best way of trying to recover some goodwill in a bad situation.  If they can't get it sorted in that complete manner, you need to search, read and follow the Virgin Media Consumer Complaints Code of Practice.  Don't start a complaint until you've seen if the forum staff can get this sorted, because I believe they can't get involved once it has become a formal complaint. 

If you still do need to raise a formal complaint (use the online form in My Virgin Media or do it by donkey post, recorded delivery), reject the contract they're trying to impose, and demanding that as per your legal rights the company honour what was promised, and if the company refuses to honour its agreement you request an immediate "deadlock letter" for the purposes of escalation to the industry arbitration scheme CISAS.  In the meanwhile, don't do anything daft like stopping your direct debit, that'll be recorded as a credit default, and opens up whole new realms of difficulty for you.  Don't worry if VM contact you claiming that they couldn't get hold of you, so will close the complaint if they don't hear to the contrary, fob you off, or ignore it this doesn't stop you being able to take the matter further, although without a deadlock letter you have to allow eight weeks from the date of your complaint before approaching CISAS.

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ConD31
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Re: Oomph bundle has changed early on

Hello Andrew,

Thank you so much for your response, this has definitely given me some slight peace of mind and a direction to head on this.

I will await a response from a forum staff member and move from there.

I meant to "Kudo's" your response but mistakenly pressed the helpful answer option (it's already been a long day.. lol). This won't take away the attention to this getting seen to will it, seeing as it now shows as "solved"?

Kind Regards,

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Tom_F
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Re: Oomph bundle has changed early on

Hi ConD31, thanks for your post.

 

Very sorry to hear there's been some issues & confusion around the deal you were offered. 

 

I'll be happy to take a look into it and see what we can do to help - just get back to me via PM (look out for the purple envelope) and we'll take it from there.

 

Tom 

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