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Virgin Media failing to honour deal offered

I accepted the offer detailed in the attached webchat and cancelled my contract with Vodafone to rejoin Virgin. However since rejoining I have been denied the services promised to me at the price quoted. Grateful for any advice please.

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Message 2 of 11
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Re: Virgin Media failing to honour deal offered

a **bleep** joke this is just designed to **bleep** people off more absolute joke
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Message 3 of 11
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Re: Virgin Media failing to honour deal offered

Good Afternoon @JTc1 

 

Welcome to the forum and thank you for taking the time to reach out to us. 

 

Did you reconnect the account in the end? 

 

Kind regards,

Zak_M 

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Message 4 of 11
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Re: Virgin Media failing to honour deal offered

Yes my account was reconnected on 8 September. But not to the package I was promised and I've spent the last 7 weeks trying to get it resolved (including raising a formal complaint, the response to which was wholly unsatisfactory - happy to share a screenshot of that as well!) 

So my situation is this - I cancelled a contract with Vodafone (200Mbs for £35/month) because you promised me the M200 package for £33/m. I reconnected with you but am stuck on the M100 at £41.75/month - £6.75/month more than I would have been paying with Vodafone for only half the speed! So please, please, please honour what you offered me way back on 8 September and give me the M200 for £33. Thank you. 

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Message 5 of 11
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Re: Virgin Media failing to honour deal offered

Thank you for coming back to me. 

 

Do you have an email confirmation of the package price of the reconnect? 

 

Did you escalate the complaint after we offered you the resolution? 

 

Kind regards,

Zak_M 

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Message 6 of 11
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Re: Virgin Media failing to honour deal offered

No I didn't receive an email confirming the package price. And no, I haven't escalated the complaint yet as based on VM's initial reply I have no faith that escalating will achieve anything. You see the only 'resolution' offered was to ask me to contact your message service, which I did, and I have been stuck in that infernal loop ever since - "Hello, just transferring you to a team that can help" has already happened 3 times and then it just goes dead as no one really wants to help.

Which is why I'm now here on this forum. I'm optimistic that you actually care Zak so please don't let me down again!

Thanks

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Message 7 of 11
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Re: Virgin Media failing to honour deal offered

Thank you for coming back to me, 

 

I have spoken with my manager and we have agreed to honor the offer, I am going to drop you a quick PM so that I can get some account information. 

 

Kind regards,

Zak_M 

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Message 8 of 11
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Re: Virgin Media failing to honour deal offered

Thank you Zak, hopefully this will bring to a close 7 weeks of extreme frustration.

I really appreciate your intervention. 

 

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Message 9 of 11
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Re: Virgin Media failing to honour deal offered

Good morning @JTc1 

 

I have this morning been able to confirm a rolling credit has been added for the remainder of your contract length. 

 

Kind regard, 

Zak_M 

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Message 10 of 11
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Re: Virgin Media failing to honour deal offered

Thanks Zak, grateful if you could confirm when I'll be switched from M100 to M200 as well please? 

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