Virgin Media Dispute

pencekeeper

Hi All

I'd like impartial advice about a complaint I have raised with VM.

In Nomember 2012 VM sent me a latter to state that

"We wanted to let you know that from 1st February 2013* the price of your Virgin Media service will increase by £1.15 a month"

"*If you are on a promotional offer we will honour it. Some of your increase may therefore happen at the end of your promotional offer."

Early 2012 I signed a new contract with VM which last for 24 months. It lists my loyalty discount in a section entitled "Promotional Offer(s) taken" and shows the effective price per month "Your monthly service charge (during promotional offer)"

I assumed therefore I currently am on a promotional offer and hence the increase would not apply to me. You can guess what happened next.

VM refuse to accept that I am indeed on a promotional offer despite me pointing out the above wording. Their complaints dept. have refused to see my point of view and closed the complain. During the calls at no point did they seem to be looking at the documents they've sent me.

I can leave in a few months anyway (the first 12 of the 24 months is almost up), but I would rather hold them to what they have sent to me. £1.15 per month isn't alot, but paying it shouldn't be needed based on what they have promised previously.

Do others agree or am I being petty?

I suppose I can complain directly to the top of the organisation or indeed to Ofcom. There is a principle here, though whether or not I can see it held to is a different matter!

Thanks!

Buzby

Your promo offer appeas to have expired. You will have had your price locked for 12 months of the original 24 month - you don't give dates, but if we assume 1st Feb 2012 when your service started, and your billing date is 15th of each month, from your 15/02/13 bill, this will reflect the increased charge as the promo rate has ended.

I cannot see why you would complain?

kwikbreaks

If you check your bill you'll probably see that your loyalty discount is unchanged but the base product price has increased.

I have a "loyalty discount" and my bottome line increased by a pound or two in February as well.

VM are very good at automatic increases but not so good at automatic discounts which is why you have to call retentions "thinking of leaving" every year and why I have the loyalty discount - probably yours resulted from a similar call.