Miss sold contract HELP

[BenWebster80]

PLEASE HELP! As part of my new contract I was offered Gig1 speed broadband. I accepted the contract based on the speed and price. Weeks later I'm still not receiving Gig1. 1 hour 40 mins on the phone, 4 representatives later I find out I can't have Gig1! This is my second contract with VM, and also my second miss sold contract. Therefore, my second complaint/request for help to rectify the issue.

Can anyone help please?

[jpeg1]

Unfortunately you'll need to make a formal complaint if VM have broken their contract with you. Forum staff can't deal with contract problems. Good luck. 

[BenWebster80]

Thanks for your input. I have raised a complaint directly with VM. I found using the forums the most successful way of moving forward with my issue as VM missold me my last contract as well. So I have had previous success this way after many failed chats, call etc...

[jpeg1]

Yes you'll always get more advice on the forum, from other users who have been there! 

[BenWebster80]

18 months ago I had a VM member of staff take my issue and sorted it within 48 hours. She was extremely helpful. I'm hoping I will get the same experience!

[Paul_DN]

Hi BenWebster80,

Thank you for reaching out to us in our community and welcome, sorry to hear the package you expected wasn't what you got, so I can try to help I will send you an invite into a private chat, please click on the white envelope to accept.

Regards

Paul.

[WorstISP]

Hi Ben, regardless of what Virgin do to fix this, you should make a complaint to OfCom: https://www.ofcom.org.uk/complaints/complain-about-phones-or-internet-services/the-way-a-service-was...

What you are describing could be considered a "misleading omission" under the Consumer Rights Act 2015. OfCom should be notified, even if Virgin release you from the contract, especially since they have not resolved the issue as soon as it was revealed.

[BenWebster80]

Update: VM have informed me that I cannot have Gig1, even though I accepted the new package on this offer. The struggle continues... 

[Paul_DN]

Hi BenWebster80,

Thank you for joining me in a private chat and for clearing security, glad I was able to help, apologies again that we were unable to add what was advised would be, if you need any further help, please do not hesitate to reach back out.

Regards

Paul.