Virgin Media are Liars Please Help

Pink_Rose_3

I am with virgin media broadband and telephone paying £46 a month from more than 2 years,my bills reach almost £200 every month.

Finally i decided to cancel and go for BT.I called CS on 11th June and the lady she insisted me to stay with VM and offered me upgrade from 20mb broadband to 50mb and plus she added 0845/0870 & International calls option on my landline and have to pay all together £58 which i agreed. On top she said £35installation + £20 activation charge which i said is too much,then she said ok she will knock down £35 installation charges and only pay £20 activation and you have 28 days to downgrade back to 20mb if
you not satisfied with the service..

On 22nd June engineer had a visit,installed the modem and everything and did a speed test giving around 22mb,he said it will get normal to 50mb within a week which never happened.So i called back on 1st july to downgrade back to 20mb as i am not happy with the speed and she did it.

On 2nd july i checked my online billing and to my surprise i was charged £35 for installation. I called back customer service and asked why am i charged for installation as it was clearly said that it will knock down but no one agreed and said that you have to pay..So today i called them back again to cancel my services and will pay remaining balance,They said that you have to pay cancellation charge for the phone as you are in a contract for 11 months more.I said in clear that i havent accepted or signed any new or upgrade contract then how can u put me through a new contract without my knowledge.They said its in our system and thats the way we follow our system, so u have to pay £103 for cancellation plus £35 which was agreed before that ill not pay. I said to them check your recordings or give me any signed agreement but refused as they dont have the recordings its only for training purpose..

Now where do i stand.Why do i have to pay £103 for cancellation and £35 for installation + £20 for activation( where i never received 50mb) They keep saying to me that i have to pay. Is there a way to sort this problem as i cant be stressed for something that i havent accepted a contract nor i got 50mb speed..

secretmsg

Have you received any letter about the agreement or a welcome pack ?

Pink_Rose_3

secretmsg wrote: »

Have you received any letter about the agreement or a welcome pack ?

Yes i have yesterday (2nd July) stating that you have 7 days to cancel after you get this notice,printed date on letter was 11 July but it clearly says that after you received this notice which i received yesterday..

Plus at the back of the paper in T&Cs it says that you have 28 days to cancel and also have send me a agreement form if you accept this agreement you can sign it and post us back which i never did.

Fifer

If they don't have recordings and don't have a signed contract, they have no evidence of any new contract. Contact Consumer Direct.

PNPSUKNET

All virgins calls are recorded, but I have noticed no matter what change you do virgin extend by a year