Underhand sale tactics

[Chris1927]

See below my recent review to trustpilot of my virgin media experience. I have called the telephone numbers 3 or 4 time the last month to try and resolve this issue but keep getting fobbed off so I'll try here instead & hopefully I'll get some help.

Be Very Careful When Receiving Cold Calls From Virgin Media Mid Contract 

During cold call in April 2023, we were contacted by a representative from Virgin Media, who proposed upgrading our broadband speed mid-contract. We agreed to proceed with the upgrade on the condition that it would not impact our TV package and that we would have the option to cancel it when our original 18-month contract expired.

To ensure clarity, my partner explicitly asked the representative multiple times if we would still have the ability to cancel the TV package in January 2024, even if we decided to opt for the faster broadband package. The representative assured us, with utmost confidence, that we could indeed cancel the TV package in January as our original contract would be ending and the new contract would solely pertain to the broadband service.

However, to our dismay, when we contacted Virgin Media in December to provide one month's notice for canceling the TV package, we were informed that it would not be possible without incurring a £200 fee. This contradiction is deeply concerning, as it appears that false information was deliberately provided during the cold call to secure a sale.

What is even more disheartening is the unavailability of the recorded conversation or any evidence of the representative assuring us of the option to cancel the TV package in January. It seems that the conversation has either been misplaced or intentionally removed.

I feel compelled to mention that we have been loyal customers of Virgin Media for over 20 years, and it is deeply disappointing to be subjected to such treatment. As a result, we are left with no choice but to seek resolution through the ombudsman, in the hope that this matter can be resolved promptly and fairly.

[Matthew_ML]

Hey Chris1927, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

When you do put your notice in we do require a 30 day notice you can read up on this here I am sorry you wasn't told this but removing the TV would be classed a package change which does require this.

Your Trustpilot review will also get a reply. 

[Chris1927]

<span;>Hi Matt 

<span;>That is the whole point of my complaint we weren't told that removing the TV would be classed as a package change. In fact, we were told the complete opposite when we asked the question. We said to the agent we'll happily go through with what she was offering as long as we could still cancel the TV package in January she unequivocally confirmed that this call involved my broadband package only and the TV would not be affected. And what's more disappointing the evidence which I need to prove that some of your agents are lying scumbags (the call recording of that whole conversation) has mysteriously disappeared. When we ring and speak to your colleagues on the phone & explain this whole situation all I get is  "Thats unfortunate she shouldn't have told you that she got that wrong you can't cancel the TV because it is a package". Now I should be able to cancel the TV because I was either blatantly lied to get a sale or the agent was new to her job & didn't have a clue what she was doing so how is any of this my fault & why should I be stuck paying for a TV package I do not use or want for the next 9 months.

[Cardiffman282]

You need to raise a formal complaint with VM before escalating the matter to Ombudsman Services. https://www.virginmedia.com/help/complaints

Also consider letting the ICO know about the call recording shenanigans https://ico.org.uk/make-a-complaint/data-protection-complaints/data-protection-complaints/

[HavencroftKev]

Come on Matt, at least read the original post properly before commenting. He did call 30 days prior to his contract ending only to be told that he'd taken out a new contract when the adviser he'd spoke to explicitly told him that wasn't the case.

Chris, Sadly it has come to the point where when you negotiate contracts or package changes with Virgin Media you need to make notes of what's discussed and then type it up on a dated file to keep as a record.  Although it isn't perfect it certainly helped me out many years back when I had an issue with Sky Sports HD, I was able to produce a document that had a created date and showed what was discussed and as a result managed to get those channels included at the price discussed during the call. Because like you my call either wasn't recorded or disappeared.

[Chris1927]

Thanks for your reply Cardiffman I have started the ball rolling with making a complaint to the ombudsman we submitted a formal complaint last night to Virgin Media  hopefully that will get a positive outcome failing that we can raise our complaint with the Ombudsman. I will also look into contacting the ICO and raising a complaint with them also.  I find it amazing that that the only thing that can prove I am telling the truth they are refusing to supply me with.

[Chris1927]

It is sad you need to do that when you are dealing brands like Virgin which are house hold names. I think what their staff are doing to people is boarder line criminal they are probably the worst company I have ever dealt with. And yes your right about Matt he has zero interest in helping me solve this problem the guy couldn't even be bothered to read my complaint.

[Joseph_B]

Hey @Chris1927,

Thanks for getting back to us.

Sorry that you feel you have needed to raise a complaint with regards to this, I would like to go about looking into this with you further to see if we can go about resolving this. For me to do so I will need to confirm some information from you via a private message.

Joe