@Janette4000 wrote:
After some general advice about some horrendous customer services experience
renewed my contract in February got a good deal and was overall happy
3 week later received a letter about upcoming price increase by 7 pound a month spoke to 3 different advisors was told no increase just ignore email
1 week later fault with broadband engineers come out to run new cable from box to street left cable exposed drilled a hole through my outside wall and cable exposed rang up complained 1 week later came out and rectified
then receive my bill there is a late payment fee of 7.50 even though the direct debit goes out when they take it spoke to a advisor Sunday was informed this would be recredited to my account
now Wednesday and still not received so ring up playing dumb and saying what late payment oh from the 1st of April your contract is going up 9 pound a month
so 2 hours later finally get through to retentions oh no your contract price isn’t going up ???
and as a good will gesture we will refund your direct debit payment erm no not good enough we’re do I go from here any advice
Well, not too sure what ‘advice’ anyone can give, you are obviously well outside of the 14 day cooling off period and hence are now presumably tied into a new minimum 18 month contract. Do please bear in mind that next year, VM have already decided that next year they will increase the monthly fees by 3.9% over and above whatever the rate of inflation is for the February of that month (using the RPI values which are often higher than might be necessary), and you have no ability to bail out without penalty as they changed the Terms and Conditions, which you actually agreed to be bound by when you got the new deal! Oh and this rise will be calculated against the non-discounted price, so you might be in for a bit of a shock!
Firstly, it does critically depend on the wording of your new deal, but probably, you won’t actually be subject to the price rise this year, although do be aware of the potential eye-watering rise next year, which you can’t now escape!
Now, in terms of the customer services experience, well all I can say is ‘welcome to the weird and wacky world of Virgin Media’. You might want to browse some of the posts on here, especially in the Quickstart… section, just so as to set expectations.
John
