No renewal contract but Netflix downgraded
I renewed my package as per my online account which stated ‘Choose this deal and keep your current Virgin Media plan without losing anything.’ I received conflicting information and prices from Customer Services, but in view of the above statement and that my pre contract documents stated ‘Netflix Standard’, I renewed. I have today received an email from Netflix confirming my plan is now with Ads. However, I have not even received my formal contract documents from Virgin and my account has not even been updated. Virgin have misrepresented the renewal of my contract. It stated in writing I would not lose anything and therefore my services should be exactly the same as what I was receiving prior to my renewal. Additionally, my online account stated one price 2 months before renewal, but increased the cost 20 days before it was due. Nowhere did it state that the price would increase the closer it got to renewal. I am now paying more for less!!! The service from Virgin is abysmal. I have been a customer from 20+ years. At least it seems that Sky are upfront about their services and charges. I expect to receive what I signed up to (the same as I had before) and I will take this matter further, but I am unsure what steps to take, as when you call Customer Services they are very unhelpful and previous experience with the Complaints Team is that they do not actually read your complaint. Any advice?
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? ThanksHome Move leading to a new contract
Hello, I moved home around December 2022. And initiated a home move during the month of November 2022. In completing the home move, I noticed that my contract date was changed to what would equal 18 months from the date of my home move. I had not changed anything in relation to the contract / pcakage and kept it the same. I called VM up to ask why this was the case. To which I was reassured it was a system technicality and would be resolved to reflect my original contract end date. However, as I approach my contract end date. Where my offers are going to fall off, my contract remains extended for an additional 3 months. I wouldn't necessarily have minded this, if the offers remained until the end of the contract. However, my price is set to hike dramatically, leading to an increase for the last 3 months on this amended contract, to which I was assured would not be amended from the original contract period. I would really appreciate if this can be addressed. As prior to this, I would have been inclined to stay with VM. However contingent on how this is dealt, it could force me to move to another provider.
