Can Virgin Media retract an agreed lifetime deal to 12 months?

jpsid

I have just come off the phone to VM after a very frustrating conversation and would just like to know if anyone else has experienced the same thing where VM have retracted on a verbal and written agreement with regards discounts for their services.

Just over 12 months ago we gave VM 30 days notice to disconnect our services but then we received a call from them offering us an "ongoing" deal which we accepted and I have written email confirmation of this. However, this month, without prior warning, VM have removed a £5 goodwill discount so I emailed customer services stating the price for our services was agreed on an ongoing/lifetime basis attaching the email as evidence and just had a call from them basically apologising for us not having been properly informed in the first place and that the deal was for 12 months only. They are at liberty to make changes to charges and discounts irrespective of what we have in writing and that VM do not offer "lifetime" deals!!! I have the name/address of their Chief Exec to make a formal complaint to but the guy I spoke to said he worked in the Complaints Dept and said my complaint would just get passed back to them and that I should complain to Ofcom.

Has anyone been in the same situation and able to give any advice as it seems unbelievable that a company can go back on a written agreement.

Any advice welcome. Thanks.

kwikbreaks

So you are now out of contract. Why not just give them 30 days notice again. My betting is they'll suggest a £5 discount to which you should say - that's not enough.

Farway

Not a lawyer, but I think the clue is in "£5 goodwill discount", their goodwill allowed a discount, no doubt hidden in the T & Cs somewhere it will have a clause along lines of "Changes to T & Cs allowed with due notice and if you do not like it you can cancel"

LeeSouthEast

Give notice again and wait for the offer(s). Simples!

jpsid

Thanks everyone and totally agreel - Will leave it a few days, cancel and see what happens. Interestingly though, the guy did say that if we did give notice again no one from VM will call! ...We shall see and I will report back here what happens!