Virgin Media - charlatans.

Satsman

Hi all,

I'll be as brief as I can here. I called Virgin a while ago, to genuinely cancel. We had a cheaper offer from Sky, with more TV channels. After them begging us to stay, they put a package together and gave us what I thought was a fair deal.
I noticed yesterday that they've charged me an extra £8 a month for the last few months, with no explanation. Anyway, I called them yesterday to cancel as I'm far from happy, only to be told I'm in a new contract. I haven't agreed to a new contract and certainly haven't signed anything. I asked for a copy of the original phone call, and he said it won't exist as it was just over 6 months ago. The chap I spoke with said they'll have sent an email and that constitutes a contract. I haven't had an email so only have their word that one was even sent. Anyway, I'm pretty sure that's not how contracts work.
He wasn't interested and wouldn't help. I asked him who the ombudsman is, and he said he didn't know. I gave him two options of OFCOM or CISAS (I think). Surely he should know this if he's speaking with customers. I also told him I want a copy of the conversation we had just had, and he said he didn't know whether they can do this. Again, I'm fairly sure that isn't their decision if I have asked for it.
Has anyone else come across this kind of nonsense with Virgin Media? I'm honestly shocked by it all. I want to join Sky.

Oakdene

Chances are you signed up to a new contract when you agreed to the new lower price & you 'signed' verbally when they told you the new pricing plan by agreeing to it.

Satsman

I honestly don't think I did, but I'd be fine with it if they offered proof that this was the case (if I did). The fact that they say they probably don't have a copy of the call concerns me. I thought they needed to keep them for a minimum of a year, if not 3.

Oakdene

Satsman wrote: »

I honestly don't think I did, but I'd be fine with it if they offered proof that this was the case (if I did). The fact that they say they probably don't have a copy of the call concerns me. I thought they needed to keep them for a minimum of a year, if not 3.

I've no idea how long they have to keep calls for but usually (at least with Sky) when you change package they tie you in for 12 months & they say 'I just need to run through the new package prices...' which contains 'this offer is for 12 months',

JJ_Egan

(After them begging us to stay, they put a package together and gave us what I thought was a fair deal.)
Package = a new contract .

You should be raising a query re the extra charge .

teddysmum

JJ_Egan wrote: »

(After them begging us to stay, they put a package together and gave us what I thought was a fair deal.)
Package = a new contract .

You should be raising a query re the extra charge .

As offers are usually a fixed % and not a fixed price, there may have been an annual price rise in the meantime, with the information letter or email going astray/not being read (perhaps went to the junk file).


It is rare to actually sign a contract for phone/broadband/tv ,most contracts being oral or via online 'chat', though some companies (Sky does) send printed details of the deal, with the start date included.

Buzby

You got the 6 month deal - so you now have to endure the remaining time at the standard charge. BT are famous for this, and it is very common for introductory periods to be less than the total commitment minimum term. They automatically send you a letter when you change, outlining what was agreed and the terms. I've had one every time, but hardly anyone reads them, they think it's advertising puffery.

Satsman

Thanks for all of the replies, I appreciate it. Now, since I posted the message I've been checking back through my emails. Lo and behold, they had sent me something via Docusign. I replied the same day (last October) saying that nothing had been mentioned in the phone call with regards to a new contact, and I am not signing it.
That then, to me, says that I'm not in a contract at all. I explicitly said I'm not signing it.

glentoran99

Satsman wrote: »

Thanks for all of the replies, I appreciate it. Now, since I posted the message I've been checking back through my emails. Lo and behold, they had sent me something via Docusign. I replied the same day (last October) saying that nothing had been mentioned in the phone call with regards to a new contact, and I am not signing it.
That then, to me, says that I'm not in a contract at all. I explicitly said I'm not signing it.

You used the services didn't you? That constitutes acceptance

mije1983

glentoran99 wrote: »

You used the services didn't you? That constitutes acceptance

This. And I assume you also paid for said services? If you were unhappy about having a new minimum term, you should have asked them to cancel.