Missold contract and again lied to

[Carlos44]

Recently took a new contract with virgin media

on the 24 February was told at point of sale there will be no increase to your price till april2025

yesterday received a email saying price going up by 8.8%in April???????

Placed a complaint as basically no longer believe a word I am told have had numerous problems 

I am now told via that that the price increase stands😡😡

I have been told that I can cancel if I’m not happy well guess what cannot talk to anybody to cancel 

so now I’ve had enough and have replied to that email were do I go from here and why do u constantly get lied to any help would be appreciated 

[-tony-]

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@Carlos44 wrote:

Recently took a new contract with virgin media

on the 24 February was told at point of sale there will be no increase to your price till april2025

yesterday received a email saying price going up by 8.8%in April???????

Placed a complaint as basically no longer believe a word I am told have had numerous problems 

I am now told via that that the price increase stands😡😡

I have been told that I can cancel if I’m not happy well guess what cannot talk to anybody to cancel 

so now I’ve had enough and have replied to that email were do I go from here and why do u constantly get lied to any help would be appreciated 

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its all about how they tell it - as you say they lie - its as it is - teir argument is the price increase is not an increase in price as its in the T & C's - you used to be able to cancel at a price increase but afaik that was removed a while ago so thats gone - you can cancel in the first 14 days so again from your dates thats gone - staff will pick this up - expect little other than apologies and [maybe] the offer to open a complaint that they will lose or reply with rubbish

i did think that a new contract after the price increase was announced would be firm and that may well be true but hoping anyone from the CS to know that is slim 

welcome to VM where the customer is screwed on a regular basis

[Carlos44]

Was told categorically there would be no price increase as was a new contract???

the exact wording from my complaint was if I wish to cancel or change my package to ring a number have tried hold on hold on hold if you get my point 

why would you want to go through the game of agreeing a new contract 

I have responded to that email and can already imagine there reply 

but it’s there in writing so will

see how it develops  if they had said your price goes up in April then so be it but they said April 2025 

think the best option is to leave

[-tony-]

as you say see how it goes but my understanding is you will not be able to leave without early disconnection fees - you are past the 14 day cooling off period and the price increase gives no grounds to leave today as it once did

if you have the original offer of no increase in writing or you ask for a recording you will be able to go to the arbitrator who should sort things but if not expect nothing and zero help from VM and you wont be dissapointed as thats what they will do - nothing

[Carlos44]

Thanks again for your reply hopefully somebody can help 

I don’t wish to cancel the contract and I do here were your coming from the contract is only 18 days old and surely there must be some law that applies 

I will go to offcom if get no joy there’s no way I’m letting it ride I’m done with virgin now 

do appreciate your feedback though👍

[Carlos44]

I have finally got through to somebody who as you said said exactly what you said it’s a complete joke I have followed up with another response to my complaint I have spoken to offcom who have given me the information I need to progress a complaint before they will intervene opened a account and I have uploaded all information onto there well done virgin media you are a joke it even said on your website in February no price increase until april2025

[-tony-]

afaik ofcom can do little to nothing other than add your complaint to their data base - you need to talk to arbitration services - sorry dont have a link but its on here somewhere - [again afaik] you can contact them by phone for initial advice

[Carlos44]

Success this morning they have agread to credit the price increase each month till my contract end for this year but will increase next year shouldn’t have to argue though thanks for your advice