Virgin Media Contractual problem

jonnebravo · 13 May 2014 at 10:50AM

Hi all,

A couple of weeks ago I went on live chat(virgin media) to ask them about the new 50mb upgrade they are rolling across the country. The advisor told me that I should be getting now but the reason I was not was because I did not have the new superhub. He told me that I could have the superhub for free and my bill would remain the same, however, I would need to sign a new 12 month contract. I decided to go ahead since it was free and received the superhub installed and was happy with the upgrade.

However when the new contract arrived it stated that my bill was £52.47 a price increase of £5 from £47.47. I called them immediately and the advisor stated a mistake had been made and he would send a new contract with the correct information.

I received the new contract but it was exactly the same, I called them again and a manager eventually agreed a mistake had been made. To cut a long story short, the upgrade was being applied incrementally and was not due in our area for another 6-12 months, however the sale rep incorrectly upgraded me and added me as a new customer which costs £5 more for the same services, basically if I had not been upgraded at that staged I would have got the upgrade at no cost and would have remained on the same contract.

The manager has now voided the contract however she is saying that because the account we were previously on was a legacy account they cannot put us back on that account or give us the contract we had previously, she is saying that all she can do is apply a discount for 18 months but cannot guarantee that it will applied after this. They cannot even restore the equipment or the broadband speed of 20mb we had previously as they say it's archived and their systems would not accept them.

What should I do here?