cancel
Showing results for 
Search instead for 
Did you mean: 

When is a fixed price contract not actually a fixed price contract?

Melchett01
On our wavelength

I'm coming to the end of an 18 month fixed price contract, paying £24 for a Volt 250 connection.  It's been fine, no problems, just chugs along in the background.

For the past 6 weeks or so I've been receiving emails asking me to renew for £30 then £29/month for 18 months on a fixed price contract.  It very clearly states this price is fixed for 18 months.  But scroll a little further down and it also says this price will go up by an eye watering RPI + 3.9% in April 24 and then again in April 25 during the 18 month term of the contract.  If those 2 increases are close to 10% each, that would mean a 45% rise in contract price by Apr 25 - not very fixed!

I rang Customer, ahem, "Service" to try to understand what was actually being offerend, and why if I was being offered a fixed price contract would the price go up twice during the 18 months. Seemed reasonable given my current fixed price contract was exactly that.  With the level of service I've come to expect, I was basically first told I didn't have an offer for a fixed price, then subject to a spot of gaslighting as the operator tried to convince me that RPI + 3.9% twice was still a fixed price and then told there was nothing to be done when I pointed out City Fibre are offering 900mb for £29, properly fixed.

I know Customer Service isn't Virgin's strong point, but to be blatantly lied to is the next step.  Looks like I'll be cancelling properly this time round now City Fibre have rolled out FTTP on my street.

12 REPLIES 12

japitts
Very Insightful Person
Very Insightful Person

I suspect the ASA might have a viewpoint on the "fixed price" claims, a complaint here would be likely (if the ASA agree) to have the advert re-phrased.

But contractually and as far as a package discussion goes, I really don't see anyone escaping the inflation-linked increase in this scenario. I'd like to be proven wrong, but think you'll have an uphill struggle.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

I think we can probably all agree that it's a bit of a mess. BT just say "24 month contract". 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here


@japitts wrote:

I suspect the ASA might have a viewpoint on the "fixed price" claims, a complaint here would be likely (if the ASA agree) to have the advert re-phrased.

But contractually and as far as a package discussion goes, I really don't see anyone escaping the inflation-linked increase in this scenario. I'd like to be proven wrong, but think you'll have an uphill struggle.


So just what does 'fixed price' mean then?  I've not made it up, so what does it mean? You can't just write any old thing on an advert and then claim it doesn't apply.  Having written it, if there was never any intent to honour it, that is bait & switch ... which is illegal.