Armed Forces Covenant - Virgin Media Breaching Contract
Military family here. We lived in an SFA down south and got posted to Cyprus (RAF base, which is British Territory) . I contacted Virgin Media saying that: the area I'm moving to is UNSERVICEABLE by Virgin Media hence by contract no early termination fee should be billed to my name. It is a military posting for the entire family that is outside our control so by contract, Virgin Media should not put a military family under unfair treatment and/or discrimination. Virgin Media is required to waive fees for military FAMILIES. I've explained all this, quoting the covenant, quoting other military spouses whose fees have been waived under such circumstances and the response I got was "I only have paperwork for Serving Person in my office, because the account is under your name you will have to pay". Well, isn't this unfair treatment? the house you provided services for is MOD property, which funny enough is under the Serving Person name, so you charge me, you charge him, you charge us. Webchat was even worse as I got someone who didn't speak any English and his messages made absolutely zero sense. Then I got a really cheeky guy who kept asking me of he could close my complaint. I told him not to close it and what did it do? claimed he resolved it!!!! Absolutely unbelievable how you don't understand that you can be sued for all this and that I can get my husband's Warrant Officer to send you a nice lovely letter as he already had to do this before for other people. You think you can just take advantage of people that's what you think. I expect the bill to be waived as it's legally required. Waiting for you to get in contact.
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 advanceContract Information Sheet Price Different from Final Contract Price
Hello, Back in May we ordered broadband with Virgin Media at a monthly cost of 28.99 (M350 Broadband), to start in June - this is stated in our "Virgin Media Contract Information Sheet", which was attached in an e-mail titled "Virgin Media Order Documents". Given the price was as expected, when a new e-mail arrived 2 hours later that same day with the final contract (titled "Your Virgin Media Contract"), we didn't pay it as much mind, but it turns out it states that our contract is that of 66 a month. We have noticed this now that the normal monthly billings have begun. How is this possible? The only reason we went ahead with an 18 month contract with Virgin was that we considered 28.99 a fair price, and that is what we ordered and agreed to. We never agreed to 66 a month. This same issue seems to have been reported in past threads: Contract price different from the pre-contract documents I agreed to | Virgin Media Community - 5639131 We are now trying to get hold of customer service to no avail and are turning to this platform for assistance, please help us solve this. Thank you.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 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?