Field Sales promised me a Hub 5 and no additional fees this year?
Hello. During a second VM visit, as part of verbal contract negotions, your VM Field Sales agent explicitly assured me that if I signed up that night on my doorstep; 1) I'd be sent a Hub5 + V360 self-install package (I was explicit as an ex-VM customer that I did not want any Hub2ac/Hub3/Hub4s) 2) No installation, kit or postage costs; free engineer visit if self-install unsuccessful. 3) Be exempt from the April 2024 3.9%+RPI contract price rise, as, "With any contracts signed after Jan 1st 2024 VM prices are fixed for the current year ahead, and so only the April 2025 prise rise would affect my 18m contract promotional price." Yodel delivered a Hub3 earlier today! The barrage of emails and pdfs sents last few days all suggest a £14.99 activation fee, plus a £19.99 delivey fee, and that the April 2024 price rise is in fact applicable! (A 9 week promotional price is no use to anyone!) I do recall your VM agent telling me that our negotiated contract discounts will show in due course on my first bill and not immediately, as they require managerial authorisation, and so to ignore the higher costs shown in the pre-contract pdf billing. However, surely by now one of the six VM pdfs emailed to me via eight emails this week ought to be reflecting the correct promotional price, free postage, and exemption from the April 2024 price rise in 9 weeks? How exactly do I get the refused Hub3 returned and swopped for the Hub5? Any bill reassurances, or have been misinformed and missold? Figured I'd ask here before I exercise my 14 day cooling-off cancellation rights next week.
VM April Price increase quoted not honoured
Dear Virgin Media, We have had a Volt package since last year's renewal for 250Mbps + O2 SIM deal (paid separately) for £28.00 pcm. Like every other customer, we received notification of the April 2024 price increase. We were given a breakdown via email stating that our bill as of 04/28/2024 would now increase from £28.00 to £30.46 (£30.46 for main services + £0 add-ons). Which we were OK with, so we didn't need to contact Virgin about it. Yesterday, I received an email with a bill for April 2024 of £37.99 so I called customer service today to understand why and where this amount came from. I basically got told that the quoted £30.46 was "last year's price" and the new higher price was "due to inflation". I made a case to the operator that my 8.80% increase was then, in fact, not what was advertised and I was now getting charged WAY more than anticipated for the same package. I asked if the 8.80% increase was then a variable rate, rather than a fixed one, and he said yes. Nowehere on my paperwork or emails about the April price increase there's a mention of the 8.80% being a variable rate customers are charged. The operator made every effort to try and offer a solution price wise, saying he could take the price down to £32.00 pcm after his manager approved. This amount is still higher than what we were quoted and I still haven't received a straight answer as to why I was given, in writing, an increased price of £30.46 pcm and then receive a bill for £37.99. To make things worst, the operator mentioned my contract is coming to an end on 28th May 2024. However, online under "My Contract" it shows the expiry date is November 2024. Which is which?? If a member of staff could please get back to me asap about this it would be greatly appreciated. Thank you Kind regards
