Virgin Mobile

tonmar01

I’m hoping that someone can help on this one.

In late June we changed over our contract with Virgin Mobile. Been with them for years but we did search around other providers and did a bit of Haggling with Virgin and managed to get a £36pm tariff down to £25 via an £11 loyalty discount. All well and good.

My partner called and set up their contract, selected the phone they wanted and then after the security checks arranged for me to go on the same contract with the same phone. So Identical phones, on identical contracts, done in the one phone call with the same person.

After the initial month bedding in etc. my partners first proper bill came in and all was fine and dandy. There’s the contract, there’s the discount and bits and pieces and there is the total.

(We’ve worked out that on an average month our bills should come to no more than £30 each with the package we are on.)

My first bill however was a horror story. I had two talk plans!!!!

So I called them up, went through what had happened and what it should be. They said they would correct it and my DD the following month would be £xx.

The same thing happened the following month. Again called them up and went through the scenario again and they corrected it there and then and I was given the DD amount.

September’s bill came in and again I had the same thing. This time though they took off ALL the plans and added the one that should be there. “Maybe its an IT issue but I will look at it later and get it corrected” said the lady on the other end of the line.

Yesterday I received the bill for October and lo and behold I am in CREDIT by £18 and there’s only one talk plan.

YES. Finally...................Oh hold on it’s my old plan with no Unlimited anything !!!!

I went through to “thinking of leaving us” to ask where I stood as I was tired of spending time on the phone sorting everything out. The women went through and re added the correct package with the loyalty discount and I will now have to wait till the end of November to see if it’s correct, maybe it is maybe it is not. I shall wait and see.

So to my question. What rights do I have with regards to getting out of the contract (if it’s not been sorted) or could I claim anything if I cannot get out of the contract?

In a way (as my partner has said) I am getting the contract & paying the correct amount, but it’s a long and arduous phone call every month to get it.

Thank you for listening. =:0)

TH3ORY

Sounds like virgin is really messing you about, truly unlimited everything is pretty hard to get these days unless you been a loyal customer witch you have..

The only option you have is wait for the next bill and see how much it is ? if it goes crazy like the last lot, then maybe you can cancel your contract as the service you signed up for is not being supplied to you good luck..

p.s i was once with virgin broadband it was the crappiest service ever i mean a pure joke i will never take anything virgin ever... Also i did mange to get out of there dreaded 24 month contract by stating the service i signed up for is not being supplied and by law i have the option to terminate the contract..

PP.S 3 Mobile rocks so does BT infinity just saying

tonmar01

Thanks TH3ORY. ATM I will see what the next bill is like and take it from there.

I'm due to get a call from the women that I spoke to in September who took off all the packages and re added them.

Will ask her to put a note on the system to say that if its not right in November them I may look at Complaining higher / Cancelling my contract.

Have a good day

Tony =:0)

Buzby

Incompetence in not a reason for early termination. VM's crappy billing is legendary, just thank goodness they don't have a real mobile network to play with.

Whilst the changes they do when you call resolve the issue, it is only a partial fix, as come the next billing date the old pricing will be reapplied UNLESS the underlying tariff is resolved.

As for your inconvenience - just keep asking for some rebate to cover your additional requirement to check and report.

oysterman

Whatever you do it will not change, their billing is the worst i have ever known. Im on an 18 month contract & so far out of 17 bills they have got 15 wrong. Another few days & i can tell them to shove it.

thatsean

Of course you can't terminate the contract.

Make a formal complaint, valuing your time at #10 per hour.

You're right, Virgin's billing is dreadful - but if they are providing the service in the contract then unless you get through to someone in customer relations then i cant see them terminating.

I was with them for a week two months ago, after they screwed up a port in I advised them I was off under the change of mind period for direct orders - I still get emails off them telling me that I've nothing to pay this month.

Utter cretins!