Broadband and Stream

[v1elvet]

Hi my friend signed up for the 18 month £26.50 broadband deal. They only wanted b-band. Somehow Virgin are claiming they must take stream at an extra £15 a month and won’t allow her to stop. Surely this is rubbish. I went on chat and escalated to a manger who is to contact me… English isn’t her first language and I’m worried they post sold it and she accepted without understanding the extra changes. Anyone similar experiences?

[Cardiffman282]

This is illegal. See https://www.citizensadvice.org.uk/consumer/changed-your-mind/if-you-were-misled-or-pressured-into-bu... 

Raise a formal complaint with a view to escalating to Ombudsman Services as required https://www.virginmedia.com/help/complaints 

[Tudor]

I thought Stream was a one off price, no monthly subscription.

[Matthew_ML]

Hey v1elvet, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

I would advise your friend to reach out here also .

However everyone gets a 14 day cooling off period and we do send out some paperwork which must be agreed by both parties.

Please follow the above or tell your friend to post here and we can take a look for you 🙂