Virgin Media have changed my contract without my permission
Simply put, I called the Virgin Media CS team two days ago on 12/7 to report a broadband signal issue in my area. Later on the call, they go through some of the upgrade options for my current contract. I told them I do not want any changes to my current package and will decide later on if I want to renew or not. However, I received an email today stating that my contract has been renewed and my package upgraded. I just simply want to go back to my old package and make decision later on this year about renewal. Does anyone know how to file a formal complaint so it can be resolved?
Problem with extending contract
I was supposed to cancel my services on July 7th, but on July 4th received an offer to extend for 25 GBP per month which I accepted (I received the contract information sheet). I confirmed with customer service (disconnection team) that it's approved and there will be no disruption in service. On 7th July my service was still disconnected and I was informed when I called that it may take 72 hours to set it up again. Later in the day I had an unexpected visit from Sales Team to tell me that they don't see any information about me extending the contract, I am just no longer a customer. They have made me believe that instead of waiting to extend which won't happen, I should start a new contract with them on the spot. They have promised to match my extension offer of 25 GBP per Volte M350 and send new router within 24h, but I received a contract for 29 GBP and installation date for July 10. The sales person also promised at least Hub4, but he was dishonest in many cases and I received the Hub3. The sales person said I need to create a new account, but I can't use my email because it's already used by another account (yes, me!). I am very unhappy about how the extension deal has been handled and that I can no longer just continue services as confirmed, but have to set it up again. **************** Can someone help with the following things? Nobody started to proceed my case and I don't know if they start because it was created from deactivated account: -Match my extension deal of 25 GBP per month as offered - Dispatch return box for my old router since I have to have new one - Release my email address so I can create new account (I want to connect my new account with the email address from the contract) - During a call with customer team on morning 7th July (before the visit from the sales person) I was also offered 25 GBP credit to my account as good will for the inconvenienceShady tactics and lies - avoid
I write this in hope someone will read in the future and spare themselves the experience of opening an account with Virgin. I had the terrible idea of signing up woth them. I spoke with a salesman who assured the contract was full fibre. When the contract came, the wording on it were for hybrid broadband. I called back immediately to cancel and a very rude employee called John Paul told me that I couldn't cancel my account because it wasn't in the system yet. I managed to speak with the salesman again, who revealed he wasn't really sure about hybrid vs full fibre and offered to send an engineer the day after. I agreed. The engineer never showed up. When I called them back, I learned the engineer appointment was mysteriously cancelled without notification (they couldn't tell me by whom or why of course), so I had spent the whole Saturday morning waiting for the engineer for nothing. I finally was able to cancel (which is very hard to do, they keep making excuses) but of course my O2 account, part of the package, that was opened by the Virgin Media saleaman, needed to be cancelled separately, so another 1/2 hour of phone call, verification, explanation etc. On the phone service, it's almost impossible to speak to a human operator: the only way is saying that you're thinking of cancelling, they'll put you through the retention team who can't do anything, but they'll eventually transfer you to the other teams. Even getting there is hard: the voice password system doesn't work, and you have to dial in your password after 3 attempts. Imagine an old person trying to cancel or fix something, they'll never be able. Obviously there is no option for "the engineer never showed up", and if you select the wrong option you will descend into robocall help until they tell you to go to the website and hang up. All operators are from Asian countries, thick accents, hard to understand. A scam, hopefully the regulator looks into those shady practices.Online renewal - issues again
I have previously written about issues with renewing online, unfortunately it has happened again. Now, again, out of contract, I had called as well as chatted to get a new deal as a loyal customer as well as checking that my existing services would remain the same. I was given eye-watering increases with no additional services, so decided to stay out of contract. I explored an online renewal deal on the 15th June and agreed to the offer. I have still not heard anything, continue to pay more and nothing has changed on my account. I was told my account would be updated in 48 hours (a week ago) when I asked about this by chatting online. I really hope I wasn't just fobbed off by the online chats service last week. Please be wary of renewing online.Problems with Renewal of my contract
Hi, I've been a virgin media customer for 24 years. I'm having so many problems with negotiating my contract renewal, with extortionate price increases. I've raised a complaint but not getting anywhere, virgin have increased my volt package from £90, per month to £153 per month. My anxiety is thru the roof, I'm thinking of leaving altogether, please help me.Contract's coming to an end..
I have cancelled my account (in order to avoid the sky-rocketing price hike at contract end in 4 weeks time) and my plan is either to take up a Sky contract or (if nothing appeals to me) to have my wife call up Virgin as a new customer and arrange a new install (and a new customer deal) before the 4 weeks are up. Has anyone done this before, can it be done without a break in service, and are there any issues I need to be aware of? TIA Jim
Contract ending - £100 more each month!
Hi, Has anyone else been given this crazy "offer" - I have been a customer probably since around 1996/7 always paid and had decent service etc. But my contract runs out in August and been told it will go up by £40 in August and the £100 in September! Crazy! Called up today but the price increase to stay exactly the same - with no difference looks like it will still be £40 (minimum) per month! Much much much cheaper surely to just cut ties and got with Sky direct and some of the multiple other internet providers. What's everyone else doing?Unexpected new contract?
Hi, I am writing this in hope of a resolution and an explanation to my issue as I am lost at how to get support. I took out a virgin media contract at my previous address for the 1GB volt package. I moved last year in June to a new house and transferred my package to my new property. I was assured the package & pricing would continue as normal for the remainder of the contract. However, today I received a bill for the FULL package price without my discount as the discount has supposedly run out, however my contract does not end until November. I don’t understand why my contract has not ended and why I am getting charged the full price. This is completely unwarranted and not what I agreed upon. It has definitely tainted my perspective of Virgin Media. I would like my service to either: (1) be cancelled and the original contract honoured, or (2) for the discount to be reinstated for the extended contract length and for the extra amount paid this month to be credited back to me.
Renewing contract - not honouring offer/agreement
Hi all, My contract was due up for renewal some weeks ago, I've been a customer since 2010, and renewed upgraded many times. Until now I was signed up the largest bundle which I got at a discounted price. However, over the past 6 months, I realised no-one was watching any 'live' TV, and only using streaming services which I pay for outside of Virgin Media contract. If I keep current services my monthly would be over £200. After a number of calls/chats I've managed to strip my account down 1Gig broadband only. This way, my family can continue watching what they want on streaming services, use broadband for gaming too, and I can continue using it for work etc. I've managed to get a deal after some back and fourth with the retention team for £37. I was asked whether I wanted this to start after 30 days or within 24hrs, I chose 24hrs, more savings for me this way. I was sent emails of this contract and I also have the chat history saved too. Later that day, I'd been sent a different contract saying I will still have my current contract for another 30 days and will owe £200'ish, and then going forward my bill will be £70+ a month. I called to query this, and spent a while on the call. They didn't understand their notes and what was going on, or what the retention team had done. Eventually, they agreed to the £37 a month, but were unwilling to honour the 24hr change of service I was offered. Essentially, only having to pay for a day or few days of the £200 contract until services swapped over, rather a whole month of that more expensive contract. Where do I stand with this? How can they refuse to honour something I have in writing?
I'm being charged much more than it says in my contract documents?
I accepted a new contract via the my virgin media site as my current contract was expiring. I received the email with the new contract details and the price. However I've now received the next bill and I am being billed nearly £20 a month more than stated on the contract documents. I contacted Virgin via chat and was told "due to a technical issue the discounts on your package were removed" but they weren't able to sort it. Is there someone from the virgin media team here who can help me please? I've seen similar previous posts from a few months ago where the issue got resolved. Thanks in advance