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Don't trust Virgin Media!
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Richard_Blo1
Posts: 2 Newbie
in Phones & TV
Just had a terrible experience with Virgin Media.
My contract was ending so I did some shopping around and decided to move to a different supplier. On phoning Virgin to give notice they offered me new deal to keep all my existing phone, BB and TV for £23.50 per month, rather than their contract renewal price of £49. They then sent me a contract for £42.50. I phoned to query it and was repeatedly told that this was an account system error and my contract was indeed £23.50. They said they would send me an updated, correct contract. This never arrived, but Louise from Virgin called and I explained the problem with the contract I had received. She confirmed multiple times that the price of £23.50 would be honoured and it was in the notes on my account. I asked for her to send an email so I had it in writing, at which point she put me on hold for 5 minutes to speak to a manager. She returned to tell me they wouldn't honour the price after all. She then lied to me by saying she had never said the price would be honoured.
The lesson: unless you have it in writing, don't trust Virgin Media - the have no problem repeatedly lying
My contract was ending so I did some shopping around and decided to move to a different supplier. On phoning Virgin to give notice they offered me new deal to keep all my existing phone, BB and TV for £23.50 per month, rather than their contract renewal price of £49. They then sent me a contract for £42.50. I phoned to query it and was repeatedly told that this was an account system error and my contract was indeed £23.50. They said they would send me an updated, correct contract. This never arrived, but Louise from Virgin called and I explained the problem with the contract I had received. She confirmed multiple times that the price of £23.50 would be honoured and it was in the notes on my account. I asked for her to send an email so I had it in writing, at which point she put me on hold for 5 minutes to speak to a manager. She returned to tell me they wouldn't honour the price after all. She then lied to me by saying she had never said the price would be honoured.
The lesson: unless you have it in writing, don't trust Virgin Media - the have no problem repeatedly lying
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Comments
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Yeah. I cancelled on Saturday and received a call today saying they would lower my price and it would be sent through email....... yep. Still no email. Really not sure what to do. So does that mean that they're going to uphold your original contract end date, so you can leave, or have they put you into a new contract?Single woman doing it on my own... First house bought June 2021!
Mortgage end date: 2041. Goal: Anything less!
Mortgage currently paid off: 4%0 -
I`ve commented on this before. I don`t think they are lying. I think they have a problem with their backend systems that information put on by the overseas call centers doesn`t make it back. Happened to me a few times until I spoke to someone in scotland, then it was all sorted.0
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log onto your online account.
The contract should be under billing.
I'm it's not correct, and they won't change, leave within 14 days of doing the deal0 -
I had a similar issue. I wasn't happy with the contract that they had sent through but was assured that the price I agreed over the phone would be honoured. Then about midway through the contract the price jumped up - a lot! After phoning them I managed to get it corrected to the right amount. But then the following month it would be wrong again and I had to go through the same palava. On the third month I had to do it again and this time the operator was having none of it. So I initiated a complaint through resolver. Low and behold I got a phone call back. But they were still trying to add an extra £3 on top of the price I had agreed. So I played hard ball and they caved in. I even had the email in front of me with the price I had agreed.0
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well done. I didn't think you shoot a chance after 6 months to get it fixed. (which is why I am careful)
But I guess you had an email which helped0 -
well done. I didn't think you shoot a chance after 6 months to get it fixed. (which is why I am careful)
But I guess you had an email which helped
I think they realised that I was prepared to take it all the way. I had agreed a price, it was the inept person on the other end who had botched together a way to achieve it. I asked them to check through there recordings as I knew what I had agreed to. They stated that they didn't keep records past 6 months. I would have gone to ombudsman if needed. It wasn't even the best offer I've had on the account I actually gave up and agreed to a higher price than normal.0 -
Sadly, they were lying to me. I was repeatedly reassured that the price I had been quoted would be honoured. By when I asked for it in writing I was told that actually they wouldn't honour it! So all I had in writing was a contract for £42.50 not the £23.50 I had been promised. I've binned them off. I can't trust them so why would I stay?
Don't know what has happened to their customer service. Took 55 mins to get through yesterday, and have twice been told I would be sent information - what did I get? Nothing!0
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