Virgin promise u deals to get ur custom and then will not honour them ev

Happydays1966

Sorry if long post here goes
I moved house in march and they gave me a new offer which I asked to be confirmed in email which was sent all correct but no mention of how long contract was for for as didn't think there was more than 12 months. Contract came said 18 months phoned up and they said would change to 12 months and rolling credit would be put on account. The deal was £27.50 for 6 months internet phone and large tv package. Today have argued with manager as have been billed £56.50 for the last 2 months, he advised they would never offer this on a 12 month contract even tho emails say this offer. He has written £40 in total off for last 2 months and said can't honour offer when asked who to complain to higher was told there is no one else and he was dealing with complaint asked for complaints procedure and he said he was the complaints dept .!!!! I have nothing to confirm last call only prev emails which confirm all I've said but manager said regardless of what says can only honour offer if go to 18 month contract. There is no way I will stay with them longer than I have too. I am going to take this further and if any one knows who regulates them or If they are like insurance companies have an ombudsman to complain too

Buzby

It is 18 months, you get 6 months free via a bill rebate, making your service 12 months in which YOU pay. It appears you have misunderstood your commitment as the offer is very common.

As you have complained to them, you have the answer and that really is all you can do. Do remember if you don't pay up they will report this on your credit file and that will be a pain for 6 years.

Your argument that you agreed to 12 months service with 6 months free is a nice idea, but I have never seen this offered. If you rejected the Cashback deal, the minimum term would have been 12 months.

markeymark

I've taken up a deal of XL TV, 60 Meg BB, unlimited phone, TiVo 1tb box and hd box for room, £31.99 per month, also got email stating price for 18 months. Thought deal was too good to be true but credits have came off bill, will keep an eye on it though just incase. If they start playing funny !!!!!!s I will go straight to trading standards

bullybear

Hi marky that price does it include your line rental because the quoted me £31 and have to pay line rental in advance.

Cheers try to haggle with them

Please tell me what u have in package

Happydays1966

The first agreement was for 12 months as this is what I was told. The contract came and said 18 months which is when I phoned up and was told they would change it too 12 months at the same price. That's why I asked for it all in writing wich was sent by email. The last conversation to change to 12 months was never sent by email now I know why. I will never use them again and as soon as 12 months up will cancel. I am sending a written complaint which will be sent recorded and will take it further the manager lied when he said he was the complaints dept and I couldn't complain higher,

Buzby

As I mentioned, the offer you say was made isn't available. As for the change you requested, without you recording the call there is very little you can do to back up your version.

As for them 'lying' it could have been a mistake or misunderstanding and not just on their side. It is very easy to believe you are getting what you ask for when in fact the opposite is true. The flip side is that the staff ember DID suggest this in error, but that does not unfortunately mea you get a deal tat nobody else does - this is where 'goodwill' comes in as it will not be binding, however well meaning.

They have correctly written to you stating an 18 month commitment, and you have nothing similar to back up your stance - you can complain, but I don't see this giving you what you appear to want.

In future dealings with ALL firms - RECORD the exchange, it is the only thing that protects you.