I have been with Virgin Media at the same address for decades and in January 2024 I extended my contract for a further 18 months at a cost of £20 more than my old contract. This was over £20 more than a new customer would pay for the same package. They wouldn't budge on the price. I was sent a contract with the monthly cost clearly stated and I agreed with them that the new contract would start the day after my old contract ended so there would be no early disconnection charges.
When I received my first bill last week, they had added £6 on to the monthly cost. I spent 3 hours in total on the online chat, Whats App chat and telephone today trying to find out why this was. They were adamant I would not be given the agreed contract price and that I would have to pay the new price. They had also terminated my old contract one month early and charged me £22 extra for doing this.
It was an extremely long and frustrating call trying to find out why they would not honour the contract as I thought in law they had to. I had to speak with three separate people and they wouldn't answer the basic question why my contract was not being honoured.
Eventually they agreed to honour the contract price but I am so disappointed with their poor service for a loyal customer who has never defaulted on bills.
I'll definitely change provider next year when my contract is up.
