Virgin Media - Beware of 18 month contracts!

Miss.Twizz

BEWARE of Virgin's 18 month contracts!

When we moved house, we were put on a new contract. Now, I don't remember anyone mentioning 18 months to me, it was all done on the phone and they don't send paperwork anymore, just a link in an email which I don't remember looking at (yes, that is my fault, I don't dispute that!). We've been customers for about 9 years and always had 12 month renewals so I didn't think it would be any different.

Anyway, all benefits ended after 12 months and the price jumped to over £100 per month(!!) When I phoned to re-negotiate I was informed I could renew on a new 12 month contract and they offered a poor deal, about £10 more per month than a 'new customer' and without the new box!) or I'd have to pay the £100+ per month for another 6 months before I could cancel!

In addition, when I was initially offered a price, I left it as it was dreadful and I needed to speak to my husband about possibly reducing some services to get the price down. Before I was able to call back I was admitted to hospital and wasn't able to call back for several weeks. Once I did, the "best price" went up by £5?!?!! So, I was still cornered and they were INCREASING the price because I'd been in hospital and unable to sort it out! After many stressful phone calls and me getting so upset I was in tears on the phone to my husband about it, I ended up having to take the new contract.

They essentially backed me into a corner where they could charge anything they liked for a new 12 month contract because I had no choice but to take it, they knew full well I had to, who can pay over £100 per month for another 6 months?! This enabled them to offer me a ripoff deal and refuse to budge because they knew I was stuck.

I'm now counting the months until the end of my forced new 12 month contract. As soon as I'm able I'm cancelling and ending a 10 year relationship with Virgin. Their greed has ruined it for me, it's a disgusting way to behave, treating long term customers in this way.

Aside from increasing the price while I was in HOSPITAL, and not giving a toss about this, my advice is still to avoid getting yourself into an 18 month contract. The benefits will end, they have you backed into a corner and they WILL take advantage. Watch out!

mije1983

They don't have to offer you any sort of deal. They could just make you pay the advertised rate. So even 1p a month off the rate is more than anyone is entitled to. Anything more than that should be considered a success. The fact that you were still in contract for another 6 months and they still let you re-negotiate is actually credit to them. And also very surprising! They could, and were legally able to, say it was tough and you have to pay £100+ a month for the next 6 months.

They don't know your financial situation, so to say 'they knew full well I had to' take the offer is not really correct. You could be a millionaire for all they know! It seems in actual fact they have helped you by letting you reduce your monthly bill. (although you don't say, I'm assuming that you are now paying less than £100 a month).

I hope you have recovered from your hospital stay, but I'm pretty certain that they didn't think 'Quick, Miss.Twizz is in hospital. Let's take this chance to change the offer and make them pay more'. Offers change all the time, daily sometimes. It's the same with Sky, and no doubt BT are the same too.

It is though a good warning for people to know what they are committing themselves to with any contract.

There are a couple of threads about haggling with Sky/Virgin that you might find worthwhile having a look through to know what kind of offer you can realistically aim for and are a good reference point.

https://forums.moneysavingexpert.com/discussion/5480640

https://forums.moneysavingexpert.com/discussion/5480644

thescouselander

If you intend to take an equivalent service with one of Virgin's competitors, such as Sky or BT, you might be able to get them to buy you out of your contract with Virgin to facilitate the move.

Might be worth looking at if you really want out quickly.

Buzby

Virgin always confirm with a 'Welcome Letter' and have done so for at least the last 10 years. In it the minimum term is stipulated, they may or may not mention this on the phone, but if they didn't, why didn't you? Your welcome letter also allows you to cancel without penalty if you don't like their offering within 14 days, as for a new 12 month contract. Can you not see this works against you? You would always have had to pay the 'normal' price for the last 6 months - just ask BT customers who were in the same situation.

I cannot see them doing anything wrong, other than you not paying attention in the rush to get the service changed. I've been with them for 18 years, renewed only when it was cost effective, and even got an 18m service minimum reduced to 12m just by asking. Console yourself with the fact that nobody else gives internet speeds anything like VM.

rtho782

You cant really expect to be permanently on a "deal".

Lots of companies offer discounts that don't last as long as the contract.

At £100 a month you must have a lot of services, I'm paying £41.25 for 300mb broadband.