Virgin Media Terms and Conditions

chris51_2

Advice needed please - I am a virgin media customer with the talk anytime package, basically local and national calls are free for a set basic fee. I upgraded to this over the phone, I previously had the talk evenings and weekends package. I phoned to find a way to reduce my bill and was advised to upgrade the package so I wasn't charged for calls made during the day. I was never sent any details in writing about the upgrade, or had any terms and conditions explained to me over the phone when I upgraded. Consequently I was unaware that to avoid charges you had to cut off the call after 60 mins and redial.

Due to my daughter having to make some long calls to Bournemouth I have received a monthly bill of £195. When I contacted Virgin about it they said it was because of the 60 minute cut off. I told them nobody had explained this to me and they said it was in their terms and conditions - of which none were sent to me. I looked on their website and when you look at the details of the talk anytime package it does not link you to any further terms and conditions - however if you scroll right to the bottom of the page it is there in very small writing. Virgin say that it is a customer's responsibility to check and read the terms and conditions - my point is I was not aware there were any terms and conditions I needed to read regarding my package.

I have asked them if I can repay over three months, on top of my normal monthly charges, to spread the cost as I cannot afford it all in one go - they will only accept this if they limit my service to incoming calls only, no internet and no tv, until it is all paid off!!!!!!!!

I have argued this point with a manager and they will not bend on this.

Have they missold me my package or are they right in saying I should read their terms and conditions and that it is my responsibility?

victor2

I suspect they are right. It's in their T&Cs, which you should have read, no matter how difficult they make that to do, so long as they are available.
Virgin Media's customer support used to be quite good and flexible, but lately I've found them to be just the opposite. In the past I have got a better deal by threatening to take my business elsewhere, which in reality would cost me more and would not compare to their cable service. Last time I spoke to them, I asked if the only way to get a lower price was to leave and the answer was just one word - yes!

chris51_2

I suspected the same with the T&C's, just so annoyed with their unhelpful service. I have tried other providers but the deposit I have to pay is almost as much as my phone bill with Virgin so damned if I do and damned if I don't!!!! How can they value their customers so little??

OldGreyFox

If your with Virgin Media Cable you can cut the costs of your non inclusive calls by using http://www.18185.co.uk/mobilerates.php via there 0808 freephone number.

ACDeag

chris51 wrote: »

Advice needed please - I am a virgin media customer with the talk anytime package, basically local and national calls are free for a set basic fee. I upgraded to this over the phone, I previously had the talk evenings and weekends package. I phoned to find a way to reduce my bill and was advised to upgrade the package so I wasn't charged for calls made during the day. I was never sent any details in writing about the upgrade, or had any terms and conditions explained to me over the phone when I upgraded. Consequently I was unaware that to avoid charges you had to cut off the call after 60 mins and redial.

Due to my daughter having to make some long calls to Bournemouth I have received a monthly bill of £195. When I contacted Virgin about it they said it was because of the 60 minute cut off. I told them nobody had explained this to me and they said it was in their terms and conditions - of which none were sent to me. I looked on their website and when you look at the details of the talk anytime package it does not link you to any further terms and conditions - however if you scroll right to the bottom of the page it is there in very small writing. Virgin say that it is a customer's responsibility to check and read the terms and conditions - my point is I was not aware there were any terms and conditions I needed to read regarding my package.

I have asked them if I can repay over three months, on top of my normal monthly charges, to spread the cost as I cannot afford it all in one go - they will only accept this if they limit my service to incoming calls only, no internet and no tv, until it is all paid off!!!!!!!!

I have argued this point with a manager and they will not bend on this.

Have they missold me my package or are they right in saying I should read their terms and conditions and that it is my responsibility?

Ask them to listen to a recording of the call and prove that you were warned that the package had conditions. They should warn you of any conditions before hand, otherwise I doubt they can enforce them.

chris51_2

I've since taken advice on this from Consumer Advice and they tell me Virgin are in breach of their contract to me. I have written a letter to them as advised and am waiting a reply - watch this space!

I have also looked at the law regarding packages being sold over the phone and you must be advised of terms and conditions verbally and be sent something in writing, letter or email - neither of which I had

smulx

ACDeag wrote: »

Ask them to listen to a recording of the call and prove that you were warned that the package had conditions. They should warn you of any conditions before hand, otherwise I doubt they can enforce them.

Most of the calls aren't recorded so this unfortunately wouldn't be an option.

ACDeag

smulx wrote: »

Most of the calls aren't recorded so this unfortunately wouldn't be an option.

I would be surprised because unless they send you a letter there is no record of the conditions being told to you, you therefore are unlikely to be bound by them.