Re-contracted without my consent

[simonf6]

Hi,

I am an existing broadband only customer and yesterday decided I would like to add Virgin Stream to my subscription. I am about 9 months in to my 18 month broadband contract and have no intention of re-contracting with Virgin. I called Virgin to add Stream and specifically asked the agent to confirm that this would not affect my existing contract. I was told by the agent that adding Stream would involve no change to my existing broadband contract so went ahead with the order. 

A few hours later I get an email regarding a new contract and surprise surprise it includes a new 18 month minimum broadband term. So I have been re-contracted without my consent. Spent over an hour yesterday on live chat trying to get to the bottom of this. Ended up cancelling the Stream order and was promised the new contract would be removed within a couple of hours.  It's been over 24 hours now and the new contract is still showing in my account. 

Can a VM representative please check the re-contact has indeed been cancelled? I have little confidence in the live chat agent.

[Chris_W1]

Hi simonf6, thanks for the message and welcome to the forums. 

I am sorry to hear that there has been an issue with the contract and this is not the experience which we want to provide. 

I will send you a PM so that this can be looked into further, please look out for the purple envelope. 

Kind regards, Chris. 

[Chris_W1]

Hi simonf6, thanks for the message and the PM.

I am glad that we have managed to get things resolved for you. 

Please let us know if you need anything further.

Kind regards, Chris. 

[simonf6]

Hi Chris,

Why does the contract still show as active on the My Virgin portal? Will it be removed or stay indefinitely? It's concerning that the contract is displayed as "Accepted" on the my virgin portal.

I raised a complaint regarding this experience. I notice that the complaint has been marked as resolved. As far as I am aware I have had no contact from VM regarding the complaint and I do not consider it resolved. How should I proceed with this? 

I want to know why a new broadband contract was created without the agent informing me of this or obtaining my consent? 

I also want to know why I am unable to add Virgin Stream to my existing contract which has 10 months left to run. The product is being marketed as only requiring a 1 month rolling contract. I can't see any indication from the VM website that a new broadband contract is required with a stream order.

Kind regards

[Chris_W1]

Hi Simonf6, thanks for the message and PM. 

I am glad that this is on the way to becoming resolved and let us know if you need anything further. 

Kind regards, Chris.