Virgin Media Community

[unisoft]

Hi VM,

Just got the lengthy email about price rise of £7 extra per month. Now, during the recorded call (say VM) with outbound retentions, I asked before agreeing that the price would be hammered by a yearly increase meaning it wasn't that retentions price at all, to which the retentions person said "All deals they were currently doing would be exempt from a price rise within 18 months and not to worry".

Now, not going to get emotional over it, you clearly have ignored that. I also bet the recorded call logs will suddenly not be available to back anything up and I couldn't possibly expect you to take your customer's word on it.

The "hokey-cokey" will not be played this time when I phone in, using the Ofcom clause.

(customer 2007-2023)

[unisoft]

---

@unisoft wrote:

Hi VM,

Just got the lengthy email about price rise of £7 extra per month. Now, during the recorded call (say VM) with outbound retentions, I asked before agreeing that the price would be hammered by a yearly increase meaning it wasn't that retentions price at all, to which the retentions person said "All deals they were currently doing would be exempt from a price rise within 18 months and not to worry".

Now, not going to get emotional over it, you clearly have ignored that. I also bet the recorded call logs will suddenly not be available to back anything up and I couldn't possibly expect you to take your customer's word on it.

The "hokey-cokey" will not be played this time when I phone in, using the Ofcom clause.

(customer 2007-2023)

---

Look at that - well over a week from posting.

No VM staff responded to explain why a negotiated contract price that clearly stated several times the deal was fixed. You have the call logs, so you know this was covered and you will hear me at least twice iterate the question of future price rises whilst in contract and the negotiator say "All deals were being done as fixed at the moment" 🙂

[Andrew-G]

Make sure you've done a DSAR to get the call recordings and save them locally in case you need to use that (this year or next) with the Ombudsman.  As the calls only have to be held for six months, you can't rely on them being available for a DSAR beyond that. 

[Ilyas_Y]

Hey @unisoft, thanks for reaching out to us on the Virgin Media forums!

I'm sorry that this post has gone unanswered for over a week. 😞
I will assist you further and look in to this.
Watch out for the purple envelope inviting you in.

Kind regards,
Ilyas.

[Ilyas_Y]

Thanks for speaking with us @unisoft on the forums. 🙂

As stated- you will try our customer services and billing team to see what they can do to rectify the issues brought forward.
Always feel free to reach out to us on here and the team will assist.

Kind regards,
Ilyas.