Virgin media keeps sending contract agreements which are NOT what I have been offered and accepted

[Norrie]

My contract is due to expire and after no help by customer services I accepted the offer of £100.53 per month to renew in my account and received that contract agreement. Two weeks later I received an email with my contract stating £143.74 per month.  Returning  to my account online  I noticed the grab my deal to renew at £95.74. Again got the email pre contract agreement at that price

.Four days on and another email confirming my changes to the same package at £143.74 plus £40.87 for changes. Managed to get through by phone and the agent again renewed my package with some amendments( to make things easier) with the monthly cost of £96.00 and pre contract  agreement emailed and accepted.

Two hours later another email thanking me for making changes and confirming agreement at £143.74 plus a £40.87 charge for making changes. I have gone from confusion to anger and  absolute despair and have no clue what to do next.

[Norrie]

Any ideas?

[asim18]

Sometimes VM will adjust the price of the contract using "discounts". So if you agree a price of £90 for example, they will give you a contract of £150, then apply a rolling discount of £60 (it's easy to miss it).

If you read further down the contract, does it state any discounts applied which would bring the total bill down to what you are expecting?

[Norrie]

Each time the pre contract agreement  does what you say bringing the monthly cost down to the amount agreed. Then  a few days later  or as in today 2 hours later I get an email thanking me for making changes to my package with a monthly cost with a higher amount and a higher nett payment. In other words the package price  on pre contract agreements accepted online and now with an agent by phone is  ignored and a higher price stated which I obviously do not agree to accept.

[HavencroftKev]

Similar thing happened to me, I'd agreed a price of £91 and when that didn't materialise I was told the best I could get was a contact for £148 and credit £57 on my account every month to make it £91.

I wasn't satisfied with this, I said I've been offered a contact with VM and they should honour it and that I should not have to rely on credit being added.

No solution was agreed and as a result I leave Virgin on Wednesdaym

[Alex_RM · Accepted solution]

Hi Norrie,

Thanks for posting and sorry to see there's some confusion over the new deal.

Package changes aren't something we do via this forum, however so I can get a few details from you regarding the billing, I've popped you over a private message.

Alex_Rm

[Norrie]

Update, called retentions again and this time 4th time lucky. Agent rebuilt my package with the same details and this time it went through. Contract emailed and I am assured that problems have been fixed with the direct debit amended to the new amount.