Hi there.
I need help sorting this situation out because in my original complaint C-1508231169 it was apparently resolved. I am beyond angry that today I find out that to leave Virgin from my apparent rolling contract its going to be 500 plus pounds to terminate.
This all started in August last year, I posted here then:
Re: No Callback from Retentions Team - Virgin Media Community - 5386024
Travis_M PM'd me and I still have that conversation in my inbox, not only that I have the complaint reference as well.
In full.
On the 4th of July 2023 as our original contract was due to expire in August 2023 and with an upcoming move pending I called Virgin to move us onto a rolling contract, we stripped out all of our TV services and just left the Cable Broadband and 56GBP, the contract can be seen on my account and reports that is it 1 monthly. We sent back our TIVO Box.
Sometime in August 2023 I received a call from retentions and we had a conversation about the move and that Virgin could offer us a discounted service for 46GBP but it did come with a 18 month contract, the agent advised us that although it was a 18 month contract, given that house moves take a long time it might be in our interests to sign up because the property we were moving to was not in a Virgin Area, and therefore no termination fee would apply but we could benefit from a discount for the period of time it took to move. However the line went dead and no amount of phone calls to get back through and discuss this offer would ever work. I wish I had just given up
On August 12th 2023 I posted in these forums about this 'retention' call and was contacted by Travis_M, generally the complaint was the amount of hours spent on the phone trying to solve multiple contract issues over our term and why there was no evidence at all we had been offered this 46GBP discounted contract. Travis_M kindly offered to resurrect this 46GBP offer but no contract was formally offered in any way, it was just discussed but the length of term was not, infact no terms were, I assumed there would be some sort of email and terms and conditions to deal with. Nope.
On August the 13th 2023 our contract was updated signing us up to 18 more months of 46GBP, completely without our permission, Travis_M then advised that we did have a 14 day period to cancel if we wanted to, this is in writing in the PM's. After being signed up 'just like that' without formal procedure we did indeed decide to just stay on a rolling contract and asked to be put back as we were very concerned about when it came to move that the termination fee waver discussed would suddenly vanish....given that it seems Virgin do what they please.
On August the 15th 2023 Travis_M put through the request to move us back to our original 56GBP rolling contract for JUST internet like it was on the 4th of July 2023, at the same time I raised complaint C-1508231169 where it was confirmed as resolved that we were moving back to 1 month rolling, indeed our bill did move back to 56GBP however we find out today now we are getting things together for a move that on the 15th of August 2023 we were signed up for an 18 Month Contract. Now aside from becoming extremely stressed what did Virgin think there were doing?
If you consider from the customer point of view, why on earth would we go from a 46GBP offer for 18 months and then ask for the exact same service for 56GBP for 18 months, especially after confirmed we wished for a rolling contract at the higher price back on the 4th of July. No one would ever pay more money for the same service.
We called today to give notice only to be told there is a huge termination fee, this is what triggered me looking back through all of the communications and discovering that two different people at Virgin had confirmed we were on a rolling contract from the 15th of August onwards but actually we were not.
Look guys, we have been long standing customers in this property and the two prior we lived in we did not sign up for an 18 Month contract, you will find zero evidence of this anywhere, we wish to give our notice and be waved any termination fee that we did not sign up to. Our new property is not in a Virgin Media area and never will be, today we were told we needed to provide some proof of the new address, I get this this is fine, but why are we even in this situation, I would rather that I gave my notice today and we can all move on.
All your communication is recorded so if you investigate this you will come to the same conclusion, but in summary, why would we ask Virgin to increase our price for literally the same service and terms.
Please help me.
