Mis-sold package Advice
Hi, Looking for some advice. My package with Virgin Media started a few days ago and it’s been a nightmare ever since. The sales agent who sold me the package offered me the Virgin 360 box along with various other items in the package for a certain price along with £100 additional credit on the account. I made it very clear to the sales agent that I was only switching over from Sky because I was getting the 360 box to be able to record to, as Sky were offering me a much cheaper loyalty price but with the stream box and the contract price is not what I agreed to with the sales agent. I try to follow this up with several calls and text messages to the sales agent who has gone completely quiet and looks like he has blocked my number as it goes straight to voicemail now. When I eventually receive the package, I get the stream box. After spending hours on the phone they tell me that essentially the sales agent Missold me the package and the 360 box has been discontinued and that there were no discounts applied to my account to bring the price down. This has put me in a difficult situation where I am now paying considerably higher than expected whereas Sky was offering me a lot more for a lot less on the stream box. After several hours on the phone one rep suggested that I go to a deadlock as they won’t be able to match the offer that Sky was giving that I lost out on as a result of being Missold. In addition they also mentioned that there is no investigation ongoing on the agent who clearly lied and Missold me the package which completely baffles me. The agent was unable to actually tell me what the deadlock process entails. Has anyone here been through this and can provide advice on it? Thanks.Renewal offer received but price not honoured
On Friday 27th Sept 24 I sent a web chat with retentions as Sky offered me a good deal including movies and sports. Even though it took nearly 3 hours they said if I moved from Vodafone to O2 for my mobile they could offer me bigger combo bundle including sky sports and cinema for £54 per mth. On Sun 29th I still didnt have sports and cinema so started another web chat which came back saying to they couldnt add them onto the plan, so I raised a complaint. On Monday 30th I got a reply to my complaint suggesting I call customer service. I called customer service and they said if I could send proof of my original web chat they would look at honouring the deal. After a couple of days trying to email proof of my online chat, it kept getting bounce back saying "unable to deliver as virgin beleive it may be spam". On Thursday 3rd I made my last attempt to try and resolve this, so send a massage via messanger and attached the original online transcript which confirmed I was offered the deal. I thought I was getting somewhere as they said I needed new box and as soon as its delivered I has to contact them back to get sports and cinema added. My new box got delivered this morning so I installed it and sent a message to request sports and cinema added only to receive a message back saying "upon review, it appears the previous agent that offered you the £54 package provided incorrect information, the cost should be £89". I'm that sick of trying to resolve something that 3 virgin staff said would be honoured I'm going to cancel the lot and move my mobile from O2 back to Voda. Anyone else had simlar experience?Missold by door rep
I spoke with a virgin sales rep who came to my door. I agreed a deal for 500 Broadband with Mega TV with sky sports & movies! Why? Because he said id get it for £51/£52 a month! Alas, 2 days later i get a text with a document that says i'll get broadband with just standard tv for £39.99... i then discover its another £53 to add sports & movies... So ive been missold / passed around call centers & told sky im leaving...for nothing? How do i cancel the install or get the deal i was promised? I have the lads name / number & contact card. Thanks!Missold Broadband Package
Hi, Recently contacted Virgin chat to resolve some log in issues. Told them the reason we wanted to log in was to see what deals we had available for broadband, as we needed faster speeds. Eventually we were offered a deal that we liked for an upgrade, which included some free upgrades as an O2 customer. I pointed out on chat that it didn't say the speed that we agreed on the contract, but I was told that the speed would be increased and wifi pods ordered 24 hours after the contract was setup and initialised. After getting back in touch with Virgin Media to enquire about the wifi pods and speed upgrade, I was told that I can't have the promised package because it was not setup correctly and I couldn't have the package at the agreed price. I was being pushed to cancel the contract, but I held firm to wanting the agreed package. Apparently the supervisor/manager couldn't agree to the price, so I was advised to submit a complaint. I was told they'd send me a complaint form, which I haven't received. After reading reports of similar issues, it seems they are trying to run the clock down on the 14 day cooling off period. Is there a way to get Virgin to honour the agreed package and price? Albeit possibly through complaint procedure and OfCom? I have the whole transcript of the conversations with customer services as it was all via WhatsApp. So at least I don't have to worry about call recordings going missing. Thanks in advance for any advice you might be able to offer.