virgin media not giving me promised contract agreed

[Jk212]

Hello,

I am so frustrated with virgin media.

I called up many times to find an agent willing to give me the best deal. 

Context: I was also told by multiple agents 3 months free was a guaranteed student deal 

I was at first offered 4 months free £32 a month 350 volt contract but carried on looking for a better deal - 12 month contract 

I then found someone known as Lumi (Ndumiso) from I believe the African movers team who matched the 4 months free but said he’d give me a better contract price if we called the day before my new contract commenced. 

we called, he was unable to give me a better contract price (was sure he could give me £26-28 a month) so instead offered me £32 a month 350 volt, 3 months free and a credit worth £76.86 (covers 4 month and more)

i was happy with this. A day goes past and I notice on my account the credit amount is not correct for 3 months free and the additional £76.86 worth of credit so I call up virgin media looking for Lumi to discuss what’s going on. Virgin refuse to notify him to call me which I know they are able to do. I then was passed to customer care who implied I was lying and that the information wasn’t on my account (which was a lie as another agent I called the same day had it in front of her)

I ended the call of customer care as she was so horrible, speaking over me and implying I was lying. The next agent was polite and apologetic but said she couldn’t give me what I was offered and I’m furious. I spent so much of my time organising this, days of my time. All I’m asking for what I was promised. 

I am also unhappy that virgin keeps saying my complaints are resolved. Its not resolved, I’m not agreeing to a credit of only £44.86 when I was promised 3 months free (£96 of credit) and an additional £76.86 for my time and patience when he was trying to give me a better priced contract but couldn’t. 

I deserve even more than the promised contract considering the amount of phone calls I’ve endured and time. I’ve had to take time out of social events to take calls to organise this as I thought doing so I was getting a good deal

I hope someone here can amend this so my time does not continue to be wasted and my contract I was promised and guaranteed is given to me 

thank you

[Robert_P]

Hello Jk212

We're sorry to hear of the package issue experienced and the problems getting these resolved, we understand the frustration and you taking the time to raise this via the forums. Welcome to the community.

We aren't able to make package changes via the forums I'm afraid, you would need to speak to the team on 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4 this will get you through to the contracts team who will be able to look into this further for you. 

[Jk212]

Will I get my promised contract?

[goslow]

If you have already made one formal complaint to VM, and if the matter is unresolved, do not waste any more time being fobbed off by VM.

Reject VM's 'resolution' to your complaint and escalate to the ombudsman

https://www.commsombudsman.org/our-process

Collect any evidence you need via a DSAR

https://www.virginmedia.com/help/dsar

[unisoft]

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@Jk212 wrote:

Hello,

I am so frustrated with virgin media.

I called up many times to find an agent willing to give me the best deal. 

Context: I was also told by multiple agents 3 months free was a guaranteed student deal 

I was at first offered 4 months free £32 a month 350 volt contract but carried on looking for a better deal - 12 month contract 

I then found someone known as Lumi (Ndumiso) from I believe the African movers team who matched the 4 months free but said he’d give me a better contract price if we called the day before my new contract commenced. 

we called, he was unable to give me a better contract price (was sure he could give me £26-28 a month) so instead offered me £32 a month 350 volt, 3 months free and a credit worth £76.86 (covers 4 month and more)

i was happy with this. A day goes past and I notice on my account the credit amount is not correct for 3 months free and the additional £76.86 worth of credit so I call up virgin media looking for Lumi to discuss what’s going on. Virgin refuse to notify him to call me which I know they are able to do. I then was passed to customer care who implied I was lying and that the information wasn’t on my account (which was a lie as another agent I called the same day had it in front of her)

I ended the call of customer care as she was so horrible, speaking over me and implying I was lying. The next agent was polite and apologetic but said she couldn’t give me what I was offered and I’m furious. I spent so much of my time organising this, days of my time. All I’m asking for what I was promised. 

I am also unhappy that virgin keeps saying my complaints are resolved. Its not resolved, I’m not agreeing to a credit of only £44.86 when I was promised 3 months free (£96 of credit) and an additional £76.86 for my time and patience when he was trying to give me a better priced contract but couldn’t. 

I deserve even more than the promised contract considering the amount of phone calls I’ve endured and time. I’ve had to take time out of social events to take calls to organise this as I thought doing so I was getting a good deal

I hope someone here can amend this so my time does not continue to be wasted and my contract I was promised and guaranteed is given to me 

thank you

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On this simple, online form, please let the regulator OfCom know about your experience of contracts not being as agreed. Ofcom have been investigating various complaints since 2023, but many customers have not reported because they did not know or thought it would take lots of time.

https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring