Virgin Media Community

[dunks43]

Do all Virgin Media Staff Lie ?

After being with Bt for a while. I decided to look elsewhere at the end of my contract due to slow broadband speeds ( Around 20 mb) , Decided on Virgin as they were offering 200mb with a guaranteed 107mb, less than a month later I'm wishing I hadn't. 

I tried to order the package I liked online, but on the checkout page , it errored and suggested i call with the reference number , i promptly did this explaining the contract name, speed and services I wanted and the monthly price fixed for 18 months as per the website , when the contract came through it was for a completely different package and a lot more expensive , I called up explained the problem and was then issued a contract #2, again completely different price , again another long phone call, the agent then offered a discount to get the price to what was agreed but also still showing on the website , contract #3 arrived , still not the same price, totally p#### off now so rang back up and asked to cancel the contract as they couldn't provide me what was agreed and that the install hadn't happened yet, finally spoke to someone who sounded like they new what the problem was , and I agreed to continue with the install if the correct contract was issued...Contract #4 arrived and all good, so now all installed, speeds excelled getting around 150 mb BUT only in 2 rooms of the house, no wifi anywhere else, even though my Bt wifi worked in every room, so went on live chat and they suggested wifi pods, I asked at what cost ( as I'd done some research and it had said they were £5 a month with some contracts ) , I was  told £5 , i explained that bt worked fine and as I was still in the colling off period i would look at canceling, the operator agreed to waive the costs, low and behold new contract issued with a £5 a month charge for the pods. 

I take it virgin staff just dont give a hoot about customer service and just look at getting the most money in and hoping customers do not realise

Is it worth making a formal complaint ?

[-tony-]

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@dunks43 wrote:

Do all Virgin Media Staff Lie ?

After being with Bt for a while. I decided to look elsewhere at the end of my contract due to slow broadband speeds ( Around 20 mb) , Decided on Virgin as they were offering 200mb with a guaranteed 107mb, less than a month later I'm wishing I hadn't. 

I tried to order the package I liked online, but on the checkout page , it errored and suggested i call with the reference number , i promptly did this explaining the contract name, speed and services I wanted and the monthly price fixed for 18 months as per the website , when the contract came through it was for a completely different package and a lot more expensive , I called up explained the problem and was then issued a contract #2, again completely different price , again another long phone call, the agent then offered a discount to get the price to what was agreed but also still showing on the website , contract #3 arrived , still not the same price, totally p#### off now so rang back up and asked to cancel the contract as they couldn't provide me what was agreed and that the install hadn't happened yet, finally spoke to someone who sounded like they new what the problem was , and I agreed to continue with the install if the correct contract was issued...Contract #4 arrived and all good, so now all installed, speeds excelled getting around 150 mb BUT only in 2 rooms of the house, no wifi anywhere else, even though my Bt wifi worked in every room, so went on live chat and they suggested wifi pods, I asked at what cost ( as I'd done some research and it had said they were £5 a month with some contracts ) , I was  told £5 , i explained that bt worked fine and as I was still in the colling off period i would look at canceling, the operator agreed to waive the costs, low and behold new contract issued with a £5 a month charge for the pods. 

I take it virgin staff just dont give a hoot about customer service and just look at getting the most money in and hoping customers do not realise

Is it worth making a formal complaint ?

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is is worth complaining although knowing VM's track record they will either ignore it or close it in about 2 mins but dont worry about that - that gives you options - an offer either written or verbal is a contract in law - so start the complaint process and see what happens - let it run or be ignored and let 8 weeks pass and raise the same complaint to CISAS - they are likely to sort things out - if you do go to CISAS add a hundred or 2 for being messed about and time wasted - dont just complain about the charge for the pods but all the messing about before

search for posts by @Andrew-G - there are many that will talk you through the claims process

staff will get to the thread in a day or two and they may be able to resolve the problem - they have in the past but there seems to have been a shift in recent posts as they now just seem to give you phone numbers that put you back on the non helpful merry go round

[Paulina_Z]

Hi @dunks43,

Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear that you're experiencing some issues with your contract and that you're unhappy with your experience at Virgin Media so far. 

I completely understand that this is not the service we aim to provide to our customers and I'm very sorry that this has been your first experience with us. I'll do all I can to have this issue resolved for you.

In order to investigate this further, I will send you a Private Message to confirm a few details. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch with you soon.

Thank you.

[Andrew-G]

@-tony- an offer either written or verbal is a contract in law

I know what you mean is correct, but as a clarification those actual words are not.  In everyday terms, a contract is formed when something is offered by one party and accepted by another.  The offer alone is not binding until somebody agrees to it.  

Usually these matters rely on the Consumer Rights Act 2015, most notably Section 50.  Key points there are that any information, whether written or verbal that is supplied by the company, and which the consumer relies upon when entering the contract are to be treated as part of the contract.  The fact that large companies issue standard T&Cs and automated contract details doesn't make any difference - if a customer is offered a deal, whether verbally, via chat, or online, and accepts that deal, then the terms they've had explained (eg price, bundle, duration, included channels or extras) are binding on VM.

[Paulina_Z]

Hi @dunks43,

Thank you for coming back to me via Private Message. I'm glad that we have been able to resolve your issue and I'm glad that you're happy with the proposed resolution I offered.

If there's anything else we can do to help, please post on our public Forums and our team will be able to help you further.

Thank you.