Renewal of services contract.. Price quoted is lower than price charged.

[DELBOY52]

A few months ago my Broadband, TV and Home phone contract was due to end in October. At that time, as well as receiving numerous spam emails reputedly from Virgin Media,  during June/July I started receiving emails with a title of' Don't miss your Exclussive Renewal Offer'.  At that time I clicked on the 'Renew your Contract' button which in turn opened the Virgin Media web site.  The web site , basically, showed the price of the renewal was identical to what I was already paying.  Unfortunately, I was unable to continue at that point due to health reasons, and also due to the fact that we were changing our Bank card details.

Over the next few weeks or so I received furthe similar emails, all showing that I had an Exclusive Renewal Offer.  Those emails also stated that this offer  would cost 'Just a little Extra'.  The email also stated that the renewal was for the same package and the same speeds, but, due to having Maxit TV, I would 'no longer receive the TNT Channel'.

To take advantage of this exclusive renewal offer I clicked on the link button and proceeded to my Account details. My package details were shown and I noticed that the price had been increased  by between £1-2.

Later on, I received an email regarding my new package.  That shows my TV package has been changed with  Maxit TV having ceased and  changed to Mega TV. Additionally,  Horror upon Horror, the new monthly Bundle Cost would be £105.  This new cost is certainly a huge increase over the old cost of £91, and more importantly, it is not the 'Little Extra' as promised in the Renewal emails.

Even more interesting is the fact that my package/services costs have been categorised differently over the last few months.  My Bill dated 28th May 2024 shows that the Main Services cost was £117.39,  with a £26 Discount then being applied.  However , in June I was offered a 'Free ' TNT Sports Channel and the Bill including this, dated 25th June, then showed the the main service costs of £99.39 plus an add on charge of £18, this apparently being for the 'Free' TNT Channel.. The Bill dated 25th July was identical. The Bill dated 27th August, this being the first Bill following my Renewal, shows a main service cost of £92  and add ons totalling £39 which then included the Sky.  Cinema Collection. The normal agreed £26 Discount was then applied.

Bearing in mind that the additional channels added to my Maxit/Mega TV Bundle were added, supposedly for no extra cost, why am I being charged for 'add ons' ?  I also note that my new contract now shows numerous add ons to my Anytime chatter phone line bundle.

I have been unable to chat to an advisor on 3 seperate occassions, each tome afterwaiting for about an hour just chatting to 'BOT'. Surely, if I cancel these unwanted  chargeable 'add ons', shouldn't my basic Package be reduced to the quoted 'Main Service Charge of £92' and then receive my agreed £26 Discount bringing the total charge down to £66 ?

I have been incorrectly charged by Virgin Media in the past, and have had to request a refund.  Isn't it about time that all Broadband, TV and Phone contractors provide a simple beakdown of all individual chatges that are appropriate to all users of identical packages. Perhaps,we, the customers  should raise a petitioni regarding these charges which could be sent to our MP's for a reading on Parliarment..

I realise that this is a lengthy question, but any assistance would be appreciated. Thank you.

[goslow]

This issue has had plenty of mentions on here where the deal delivered does not turn out anything like the deal that was advertised.

Have you made a formal complaint to VM first of all?

https://www.virginmedia.com/help/complaints

This is likely to be fobbed off with no useful outcome but it is a required first step before arbitration as per process and timescales below

https://www.commsombudsman.org/our-process

You could also try a complaint to ASA if you feel the advertising for the renewal was misleading

https://www.asa.org.uk/make-a-complaint.html

[Robert_P]

Hello DELBOY52

We appreciate you taking the time to raise your query in regards to your recent experience and package changes, we understand the confusion around this and are happy to help.

To address the first point raised, providers are now required (by the regulators) to notify customers coming to the end of their term and to advise what offers are available for package close to their existing one. This may be due to changes in the packages available or what is contained in said package.

TNT has been removed from all of our base packages and is now a chargeable add on, if a customer was on a package where this was originally included it would remain free for the term of that contract but should any changes be made to that package it would then become chargeable. This is the same for all customers.

Unless you previously agreed to the add on for your landline or they were already included we wouldn't add these on. Have you been able to view a breakdown of the bill to see exactly what these are and there individual cost?

You can view your package and cost here, you will also receive a bill each month. The bill will include any promotional discounts currently on the account, they're value and the date they're due to expire outlining the package cost after they end. These can be viewed here.

[DELBOY52]

Hello Robert,

I have made a number of attempts to send you a reply, but all have failed due to this site closing down due to lack of memory.

So here is my new reply re the Telephone charges,  Back in April 2023 we changed our Package to upgrade our phone to  'Anytime Chatter'.  That contract showed the Package Breakdown with the 'Phone' including 3-Way Calling, Call Divert, Reminder Call, Quick Dial and Call Waiting. None of these were shown as Add-Ons and the Monthly Service Charge was shown as £84, this being the cost after a £26 Long Term Customer Discount had been applied.

The first full month's Bill after this change was dated 28th May 2023 and this was for a package total of £84. That Bill showed, against the Telephone service, just, 'Telephone Rental + Anytime Chatter'. All Bills up until the one dated 25 January 2024 were laid out the same way, with no Add-Ons shown.

The Bill dated 25th March 2024 now shows a price increase with the cost of the Main Services of £117.39. The £26 Discound is still being applied bringing the total down to £91.39 per month.  The are no Add-Ons shown.  Both April and May Bills are the same... 

However, we then come to the Bill dated 25th June 2024. This being when the offer of a FREE TNT Sports Channel was made and taken.  That Bill clearly shows an Add-On costing £18, presumably for the TNT channel.. But, it also shows the Main Services cost of £99.39. Together these still add up to £117.39 less the £26 Discount bringing the total cost down to £91.39 as per the previous months.  It is at this point where I feel that obvious Accounting proceedures have been FALSLEY made.  Either an approved regulated reduction to the main Services charge has been made, in which case it is now £99.39, OR the TNT Sports Channel does have an Add-On cost of £18, which should then be given as a ;'Discount'.as it was being given for 'Free'.

I will stop at this point as the following months Bills are even more confusing.

Your comments and explanation of the Breakdown of these charges would be appreciated, as would a certified copy of the full accredited price/cost of each individual Service.

Thank you.

[Alex_RM]

We're sorry for any confusion with the billing DELBOY52.

So I can take a closer look, I've popped you over a private message to get a few more details from you.

Alex_Rm

[unisoft]

After giving VM the chance to sort the issue out, on this simple, online form, please let the telecoms regulator OfCom know about your experience of contracts not being as agreed.

Ofcom have been investigating various complaints since 2023, but many customers have not reported because they did not know or thought it would take lots of time.

https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring

[Vikki_M]

Hi DELBOY52

Thanks so much for joining me in a private message.
I'm happy we were able to resolve your concerns together :).
If you have any questions in the future or need any support, please pop back to our community forums and we'd be happy to help.    

Take care.