Unable to make complaint RE: Offensive Offers
The complaints page text boxes, on three different browsers on Desktop, and two on android mobile, cannot be selected or have text inputted. So my complaint shall be put here, due to the accessible non-phone channel being unusable. My contract (our second contract with Virgin) began 29th May 2024, to last 18 months at £52 for Gig1Fibre and then to increase to £72 thereafter. I received a call today from Virgin, where the agent, after advising me that our price was to increase soon, attempted to, without my approval, upgrade me to a different package, with features/add-ons that I had stated were not relevant. And then advised that the package without the extra addons was even more! I advised the agent that I'd have to consider alternative ISP's Two of my neighbours, one who joined the same month I did initially (October 2021) and one who joined about a year after, both have the same Virgin service as me, and were recently contacted with contract offers. Both now pay, for 18 months, £26.99 for Gig1Fibre, with no TV or Volt benefits. I was advised that this is an exclusive promotional price, and is not available for me. Why not? I surely meet any of the arbitrary requirements in place, my neighbours who had, and have, the same service do. Naturally, after being told of the terrible deals available, and the suspicious exclusivity of the offers my neighbours received, but not me, I went shopping about. I've since found out, that to either switch, or end my service, I'm looking at a disconnection fee of £468.73! So, I either take an increase (to an already absurd price, that I have clear evidence can be lower) or I pay a fairly large amount to then be able to go elsewhere (in this case, 4thUtility with their £27 a month Gigabit) I find this unacceptable and frankly offensive, and as such, am complaining regarding both, the sly practices of agents attempting to run terrible "upgrades" past vulnerable customers as fast as possible (Virgin has been made aware in the past regarding my vulnerabilities/disabilities), and the insane price of early cancellation of a contract that is already very price-inflated. I would like correspondance regarding this complaint to be carried out solely in written or typed format. For my protection from unsavoury practices, and accessibility in communication.Service not as promised - disconnection fee
Been with Virgin for approx 9 years, having loyalty punished year on year with ever increasing prices compared to new deals. Moved house several times due to service needs in the Armed Forces and always taken VM with me. I've now left the forces, moved one final time and on this move was told I'd have to have a stream box with no multiroom capability instead of my 360 box with additional box, I was told all of the wonderful benefits of the stream box that I could do things like add sports channels at a whim and then remove when no longer needed (sounded great as I mainly watch football) could do the same for other channels and apps. Following the installation of this we have had nothing but problems, it took over 2 weeks to activate the entertainment package which I then couldn't switch off on demand. My VM app kept stopping me from adding channels by suggesting I needed to call. I couldn't add channels through the stream box itself as technical errors occurred 100% of the time. I decided that it was time to cancel this service. Called customer services. Explained the service was not as promised and that I would like to leave, no mention of EDF across the phone call. No follow up communication stating anything about an EDF. Final bill was generated and paid. Then last night I had an email saying another bill generated which included around £950 EDF and that will be taken in 2 weeks. Has anybody else had instances of this where nothing was mentioned at all to them. Especially in instances where the service is absolutely not as promised. Any recommendations on how to resolve this.