Messed around by Virgin yet again, what do I do?

dekaspace

Most current problem is I enquired about home move as out of contract and wanted to renegotiate (to get it at same price as previous year but maybe even speed increase which is available at no extra)

Advisor told me they would need to do checks first and get back to me following day, I missed that call and a few days after that got a few emails, one congratulating me on new home and saying I am in a new contract term!!! and also expecting me to do the move myself despite having no virgin phone line installed at new property and only a ancient box in wall which cables dont fit into (I mean the actual part that comes in from outside, not a tv/router box)

And another with the new contract to sign.

I have not had a chance to get round to phone up but was about to do so today to find my phone disconnected (but internet working)

What do I say to them?

kwikbreaks

When you move house they always start a fresh contract term. If it isn't working and you can't get it working then the only option is to phone them (by mobile if necessary) or contact them by whatever other options their website lists although phoning is likely to be quicker.

You may be able to cancel in the 28 day satisfaction period but as you are not a real new customer that may not be available.

dekaspace

But the point being the house move wasn't agreed at that point as the advisor said they needed to check if it was available at new property and give me a call back, at very most I said I was happy with the service had so would take that into account if there was a moving cost.

And on the phone I mentioned multiple times I was wanting to take into account the contract was ending and maybe change package/barter.

They just extended the contract I already had for 12 months.

dekaspace

Got a letter from them today about my complaint which basically didn' cover my complaint just saying I agreed to a new contract and they sent out a letter (Which I never recieved) and not only that somehow I agreed to a £16 per month cost increase for the same service I was recieving at my old property!

Where do they get off making up lies like that.

What do I do next?

JJ_Egan

Your first post gives the impression that their is no VM cable to your house .

<<<move myself despite having no virgin phone line installed at new property and only a ancient box in wall which cables dont fit int >>

dekaspace

JJ_Egan wrote: »

Your first post gives the impression that their is no VM cable to your house .

<<<move myself despite having no virgin phone line installed at new property and only a ancient box in wall which cables dont fit int >>

Correct, theres no cable as they needed to visit to install it at new property.

They didn't even inform me of that, it was just when I was at old property my services stopped working and so I rang to be told thats because a engineer visit was for that day.

And the new address is wrong hence letters not gettng to me