Virgin Media - Mis-advertising

Eve4ever

Hi guys

As an existing customer who has just received a letter regarding the price increase, I thought it was time to review my broadband provider when I discovered they are offering this to new customers which equates to £18.75 per month when they plan to charge me £26.15 from October.

Enjoy brilliant broadband on its own with:

Superfast up to 30Mb broadband
4x faster than regular broadband‡
No need for a phone line with us or anyone else
£11.25
a month
6 months half price
then just £22.50 a month

So I rang the customer retention dept and they offered me the £22.50 per month including the planned increase. I question why I couldn't have the same rate as I new customer and was advised that new customers who took up the deal above would also be subject to the October increase!!?? Surely that is mis-advertising as a month or two into the 18 month deal the charges would be £2.50 more than the advertised deal? Also I was told that if I cancelled my contract I would not be offered any of these new customer deals for 12 months.

Anyone got any advice on this before I report Virgin for mis-advertising?

Helix

I don't see what your problem is the standard new customer price is £22.50 and they are offering it to you for that price. They are unlikely to offer you the half price deal as an existing customer.

The terms and conditions say - Broadband prices correct from 1st September for new customers only. So it looks they they are not increasing the prices for new customers.

[Deleted User]

Helix wrote: »

I don't see what your problem is

Neither do I.
Retentions won't match new customer deals and will only offer a price reduction at all if they deem the customer is worth keeping.

Can't see any mis-advertising at all.

macman

Report them for what? The price they advertise is the price applicable now. It's not a fixed price contract, so they can raise the price at any time-the day after you contract, if they wish.
Of course the best deals are reserved for new customers-that's how they get them hooked in. If you want a decent retention deal, then you have to give notice and speak to retentions, not to basic customer service, who don't have any real authority to discount. Retentions, in contrast, do nothing else all day.

Eve4ever

The point I'm trying to make is they are laying out the prices for the next 18 months to entice new customers. I was told by the staff member the price increase will also apply to new customers to so how can they claim in their advert/offer £11.25 & £22.50 if they know full well that the monthly cost will increase from October. Also if it is not a fixed price contract , why are the selling as such? This is not about me, but about there pricing in general.

macman

Eve4ever wrote: »

The point I'm trying to make is they are laying out the prices for the next 18 months to entice new customers. I was told by the staff member the price increase will also apply to new customers to so how can they claim in their advert/offer £11.25 & £22.50 if they know full well that the monthly cost will increase from October. Also if it is not a fixed price contract , why are the selling as such? This is not about me, but about there pricing in general.

Where does it say the price is fixed for 18m? Read the small print. It's the minimum term that is 18m. Within the 18m minimum term there will be at least one more price rise. The only difference with this is that the next rise is already announced and the date of implementation known.
They are advertising it on the current price, which is correct.

Eve4ever

Again, how can they claim the price in 4 months will be £11.25 or in 12 months £22.50 when they know the price won't be? Are you deliberately missing my point so you can talk down to me?

Edit to add - Anyone I speak to from Virgin should be telling me the truth, regardless of their job title?

[Deleted User]

Eve4ever wrote: »

Anyone I speak to from Virgin should be telling me the truth, regardless of their job title?

Telephone operators don't write the adverts or publish them. Your complaint (such as it is) seems to be based on what you were apparently told on the telephone.
If Virgin's adverts are not legal, decent, honest or truthful then you should report them to the Advertising Standards authority-but I'd be very certain of your facts before doing so.

Eve4ever

Moneyineptitude wrote: »

Telephone operators don't write the adverts or publish them. Your complaint (such as it is) seems to be based on what you were apparently told on the telephone.
If Virgin's adverts are not legal, decent, honest or truthful then you should report them to the Advertising Standards authority-but I'd be very certain of your facts before doing so.

I appreciate that but they are employed and trained to explain/sell their company's products so they should be accurate in their information. The guy I spoke did also consult a supervisor to check his facts but I speak to some higher up the food chain tomorrow.

[Deleted User]

Eve4ever wrote: »

The guy I spoke did also consult a supervisor to check his facts but I speak to some higher up the food chain tomorrow.

I'm not sure why you think the (alleged) inaccuracy of an advert for new customers only has any bearing on any retention deal you might be offered?
Why exactly are you speaking to someone "higher up" tomorrow?

Eve4ever

As I said, I'm not talking about my case in particular, I'm talking about their pricing in general. You don't have to be a "non customer" to raise an issue with the relevant authorities. I also appreciate it's alleged at the moment, hence why I'll get clarification from a more senior representative tomorrow.

I'm sorry I raised this now, I won't bother reporting back if I find a discrepancy.