When is an offer not an offer?

[crankyjimmy]

When its a Virgin Media offer, you all knew that, you would think Virgin Media would know which offers they have sent out, and to which customers, even more importantly which offers have been redeemed, 31-07-24 i redeemed 2 offers, one to renew my contract and keep everything i already had for £79-35, i accepted got an e-contract, which i signed and took a screenshot off so i would have proof, then i took up another offer to double my broadband speed for an extra £3, and took a screenshot of the e-mail offer, total £82-35, now they are trying to charge me £134-00 a month, at one point it was £152, but after much fighting i got £18 off and had TNT Sports restored, but still a big difference in price between £82-35 it should be and £134 they want, i have lodged 2 complaints, but that is an incredibly slow process, it takes up to 28 days for a reply, good grief is their that many complaints to get through? silly question i know judging by the amount of unhappy people in this Community, it makes me so angry that i have to jump through hoops just to get what i was offered, even with proof, i have been with Virgin Media for nearly 30 years, and it's so frustrating to be treat this way, i'm not looking for help from the Mods, already have Vikki_M looking out for me, which i'm very grateful for.    

[crankyjimmy]

Can anybody give me an answer? In the last week I have received 2 offers to "renew now and save Choose this deal and keep your current Virgin Media plan without losing anything, I have seen in this forum some people have accepted similar offers only to find either TNT Sports or second tv boxes are missing off new contracts, I have phoned Virgin twice to ask if I accepted this offer, would I keep my TNT Sports, one lady said she did not know, the other said she didn't think so, but I could take the offer, but then cancel if Sports missing, not ideal, the offer itself is OK and I would like to accept, but can do without the hassle, my contract ends in 5 weeks.

[Nathan_B]

Hi there @crankyjimmy 👋 Welcome back to our forum and thanks for your post 😊

Sorry to see there's been some confusion as to whether some elements are included or not. For clarification of what's included it would be best to check the pre contract documents that are sent as these will show exactly what is/isn't included. Any discrepancies can then be corrected.

Regards

Nathan
 

[crankyjimmy]

Hi Nathan

Thanks for suggesting i check out a pre contract, done that and it clearly shows TNT sports 

M500 Broadband

TV
 Mixit TV
 Entertainment Picks (x4)
 Sky Premium HD
 Sky Sports Collection
 TNT Sports

Phone
 Line Rental
 Weekend chatter
 Well pleased, thank you.

       Jim

[David_Bn]

Looks like TNT Sports will indeed be added @crankyjimmy.

The confusion over this matter is born from the takeover from TNT as this has been part of an alteration to the deal we previously had in place with BT Sports, in which we were allowed to sell their content within our set TV packages, whereas now this needs to be issued as an add on at £18.00 per month if customers want to view their content.

Thanks,

David_Bn

[crankyjimmy]

I previously posted that i had been given an offer via My Virgin Media app "Renew now and save choose this deal and keep your current Virginmedia package without loosing anything" my monthly bill before offer £66.55 cost after accepting offer of £79.35, then i received a Virgin Media information contract sheet, showing that price with TNT sports, almost immediately after accepting the offer, i get another offer to upgrade my 500m broadband to Gig1 for £3 a month, good price i accepted, received another Virgin Media information contract sheet this time showing a price of £70 a month, strange, still showing TNT, anyway today TNT sports is gone, and very worryingly for me, and causing me great concern is when i look at My Virgin Media app it shows i will pay £70 this month, but from next payment the price goes up to over £134, i rang up Virgin to cancel, the lady i spoke to said the broadband as it was an upgrade and only activated yesterday then it would be stopped immediately, and i would have no internet, can't imagine life without the internet, when i pointed out the cost going up so much from next month, she suggested contacting the what's app group, that way i could forward screenshots of proof, i thought i could do this, but i'm a pensioner in my 70s and not that clever with computers, really worrying me, any idea's?

[legacy1]

Do you really need all that speed?

[crankyjimmy]

Thanks for your useful answer.

[jpeg1]

They regularly use those "renew now" offers with various unexpected changes to confuse a customer into paying for more than they want or need.  Now they are frightening you with the loss of internet. It's disgusting and immoral.

Has your old contract actually finished yet? If not you can insist on going back to that and consider what you might do when it ends.

You should ring up and take the menu options for 'thinking of leaving us" so that you can speak to another person. Tell them that you only want the same contract as before and what price will they offer.

[crankyjimmy]

Could Mods help me please, i also took up Virgin Media's renew now and keep your current plan,

So i accepted, also accepted a half price Broadband upgrade Gig1 for an extra £3 Total £82.35

I received a Virgin Media Contract Information Sheet, clearly showing TNT

Your package choice: Broadband, TV & Phone bundle
Full breakdown of your product choice, tier and any additional services.

Broadband
 M500 Broadband

TV
 Mixit TV
 Entertainment Picks (x4)
 Sky Premium HD
 Sky Sports Collection
 TNT Sports

Phone
 Line Rental
 Weekend chatter
Full PDF file available uploading,

Anyway TNT went off after 2 days, no warning, just disappeared I've never had any communication from Virgin about TNT

To top it all on Tuesday 6-08-24 i called them to see if i could get it back, was told no chance, they were not even allowed to give a discount, while i was on the phone i asked about TV 360s and the lady got them sent out to me, great, but same night i got an e-mail from Virgin, eContract Service change receipt, informing me, Your initial monthly service charge £134.00, obviously i phoned them, a nice woman said she would look into it and would call me back next week, fingers crossed,