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.RPI Price Increase - confused about email
Hi, I recently renewed by contract for broadband and landline on 15th February. I'm a little confused as during the negotiations with the retentions team member on the phone, I was informed that I would not be subject to the annual RPI related price increase until April 2025. When checking my online account, it shows the same thing (screenshot attached). However, I've received an email on 7/3/24 which suggests I am subject to the price increase next month. I'm rather confused as to which applies to me, as if I am subject to increase, then I was potentially misled by the retentions team. Please could someone from the Virgin Community Forum Team help clarify this please? Thanks
