False renewal contract

[Becky6401]

I am out of contract in October. I signed into virgin media and chose to renew my broadband contract using the renewal deal button. This triggered paperwork and I have received my new contract. On speaking to a member of the virgin media team I understand this contract was never real and I would have been charged a much higher amount when I was out of contract. They are refusing to honour the price I signed up to. I now see that this has happened multiple times to other people - why are virgin still allowing this to happen? I have been issued a full contract from Virgin media, why is that not being honoured?  

[John_GS]

Hi @Becky6401 

Thanks for posting and welcome to the community. 

It wouldn't be a false contract, simply an online offer which the team over the phone/chat may/may not have access to especially if it's an online exclusive offer.

I can see from a system check you've spoke to the team and got this sorted though 🙂

[Becky6401]

I have documents stated ‘Contract summary’ so it’s more than an online offer. Regardless, online offers should still be legitimately offered, which Virgin have told me this wasn’t despite being from their own app. Virgin are knowingly offering false contacts/online offers. 

I haven’t got this sorted, I have still not been offered the price I signed up to and will be going through the complaint process and ombudsman. 

[Ashleigh_C]

I'm sorry to hear that this has not yet been resolved @Becky6401 I will pop you a private message so we can take a closer look. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.