Sold a contract under false representation.
I have been with Virgin since it was bought by NTL but the customer service is poor and i'd had consistent intermittent faults with the broadband plus the set top box hadn't worked in a year. Recently my contract came to an end with and rather than renew i just let it run as i was not happy with the service overall and was considering other service providers and didn't want to be locked into a contract should i choose to leave. When i contacted Virgin regarding an offer they'd made i told them of my intent to leave and reason why. To which their customer service agent promised me a very favourable deal which included faster broadband, a new wifi hub (at my cost) set top box, and 3 wifi pods at no extra cost. However on delivery of my package i found only the wifi hub had been delivered and none of the other promised items. I have spent weeks being fobbed off by various "customer service" agents, all of whom have lied at various points. I had been told that the pods could only be ordered once everything else was delivered and activated. 1st up, the wifi hub couldn't be activated. I was told it was activated on two seperate occasion (took hours to get through) and on one occasion that the wifi pods had been ordered. On one occasion the agent told me the wifi hub had been activated and as it was getting late in the evening i asked for assurances that it was sorted and that if it didn't come on in the next hour that i would have support from Virgin Media to continue to trouble shoot the issue. He assured me that support was available. When the issue wasn't rectified and i still couldn't get any internet i tried to contact Virgin Media only to get a message to say all operators were finished for the day and i'd have to wait until morning. He essentially lied. When i spoke to an advisor the following day as the wifi was not activated, they eventually did activate the wifi and then told me the pods or tv set hadn't been ordered. Another lie from previous advisors. They then told me that a tv box wouldn't be replaced, that they would send an engineer who would bring the wifi pod with him and fix the set top box, i was told to be at home or otherwise be charged £25. The engineer did not arrive as per the arrangement. When i contacted Virgin Media, they told me the engineer didn't need to come to the house as the fault was identified outside and there was no need to visit. This was a lie as the set top box was faulty and had been out of action for a year. After raising a customer complaint and telling them that if this wasn't resovled once and for all i would cancel my contract, they told me that they would send out a set top box, once this was installed i could then call up and order a wifi pod as they're only able to send out one item at a time. This would then help to solve the issue. Having recieved the set top box, i attempted to contact Virgin Media but (not for the first time) recieved no response via their bot messaging service or Whatsapp, therefore i had to try again 24 hours later. Having eventually gotten through to an advisor, he had requested that i run a diagnostic check to see if was eligable. I informed the advisor that it was not a case of eligibility but i had been promised the pods as part of an incentive to renew my contract. The operator then told me that he could not provide them without diagnostics to confirm eligibility. Getting nowhere with the agent i informed him i would like to end my contract on the grounds of false representation. He then informed me that i would be subject to a cancellation fee due to being past my cooling off period. It was at this point i asked to speak to a manager. I informed the manager of the situation who repeatedly told me that he couldn't see the problem and that i should just send the diagnostic. He told me that the pods did not form part of my contract and that the advisor had made a mistake "human error happens and you should consider it" He refused to cancel my contract without a penalty clause and refused to supply the pods without running a diagnostic. The manager then had the audacity to raise a compalint and close it as resovled as a training issue WHILST WE WERE STILL SPEAKING and without confirming whether i was happy with the resolultion or not he also ending the conversation without confirming whether there was anything further. I honestly do not think i have been treated so dishonestly and so poorly by any other service provider in my life. I genuinely feel like i've been conned by a criminal such is the take and run attitude of Virgin media. I cannot think of any other service supplier that would have the audacity to incentivise someone into taking a contract only to chalk up the incentive to human error and tell the customer to essentially get over it. I am convinced this is illegal and will be seeking legal advice but i thought i should share my experience to hopefully ward off anyone who is thinking of entering into a contract with Virgin Media.