Virgin Media appalling service

Justmcronald

Anyone taken Virgin media on to the ombudsman and won ?
Seeking help regarding my case with them.
I will try and make this brief and easy to follow.
August 2019 im in contract with Virgin paying £30pcm for tv and bb.
Price rise of £3.50 imminent causing loophole to end contract and negotiate better deal ( contract was due to finish in November 2019 )
Failed to negotiate better deal resulting in services being terminated.
Upon termination and struggling to find better deal elsewhere i returned to negotiate with virgin.
After numerous phone calls we agree on new deal which was the same as previous £30pcm.
Today i received a bill of £59.00pcm
After complaining i am told i was not awarded a new contract and i was given a special discount which made my new monthly bill £30 for 3 months, i am not in contract and they resumed my old contract when they reinstated my services.
I told the manager i was dealing with this is absurd and the agent i made the deal with did not tell me none of this and i asked the manager to listen to the phone call in which the deal was struck. I was called back to be informed the call is not available and the agents notes are the evidence they will use.
Therefore i don't have a leg to stand on.
Any help and advice would be appreciated.

[Deleted User]

Justmcronald wrote: »

Anyone taken Virgin media on to the ombudsman and won ?
Seeking help regarding my case with them.
I will try and make this brief and easy to follow.
August 2019 im in contract with Virgin paying £30pcm for tv and bb.
Price rise of £3.50 imminent causing loophole to end contract and negotiate better deal ( contract was due to finish in November 2019 )
Failed to negotiate better deal resulting in services being terminated.
Upon termination and struggling to find better deal elsewhere i returned to negotiate with virgin.
After numerous phone calls we agree on new deal which was the same as previous £30pcm.
Today i received a bill of £59.00pcm
After complaining i am told i was not awarded a new contract and i was given a special discount which made my new monthly bill £30 for 3 months, i am not in contract and they resumed my old contract when they reinstated my services.
I told the manager i was dealing with this is absurd and the agent i made the deal with did not tell me none of this and i asked the manager to listen to the phone call in which the deal was struck. I was called back to be informed the call is not available and the agents notes are the evidence they will use.
Therefore i don't have a leg to stand on.
Any help and advice would be appreciated.

It sounds like exactly what I expected when I started reading your post. They've merely reinstated you on your existing deal at the time which would have run out in November. You were free to try and negotiate a new deal then when the price went up. With Virgin you have to be away from them for 3 months from cancellation to be considered a 'new' customer. Obviously without listening to the phone call I can't comment on whether you or they are correct. Did you not receive any confirmation?

Of course you can always cancel the service as you're no longer in contract.

dcfc67

I ditched Virgin after 4 days. Had it installed on New Years Eve, they never moved landline over, had to pay Sky to keep phone line/broadband to keep number or lose it until Virgin could move number across.

Also Virgin lied to me, never gave me sky sports free for 3 months as promised, also speed for broadband not as fast as they agreed.

Had issues with call centres in the Phillipines as staff seem to read from a script. It was like talking to a brick wall.

At least cancelations were UK based

I ended up re contracting with SKY at less than what I was paying before

[Deleted User]

dcfc67 wrote: »

I ditched Virgin after 4 days. Had it installed on New Years Eve, they never moved landline over, had to pay Sky to keep phone line/broadband to keep number or lose it until Virgin could move number across.

Also Virgin lied to me, never gave me sky sports free for 3 months as promised, also speed for broadband not as fast as they agreed.

Had issues with call centres in the Phillipines as staff seem to read from a script. It was like talking to a brick wall.

At least cancelations were UK based

I ended up re contracting with SKY at less than what I was paying before

There's no 'seems' about it I'm afraid. I work in a call centre and we frequently get VM agents calling us and trying to pass on customers who have issues that have absolutely nothing to do with us. VM themselves are the only ones who can help with VM issues as we certainly don't have access to their customer accounts but I've pretty much given up trying to argue with them about it as even telling them that they're idiots has no effect. I usually end up just asking them to put the customer through so I can find out exactly what the issue is and then give them the bad news that they have to hang up and call them back. Half of the calls from them (the 0345 number pops up) they just transfer the customer over as soon as we answer. Their foreign call centres are terrible.

NittyGritty

maybe look at quidco or topcashback or you could always as I do just change the name and put it in your partners name (if you have one) and he/she agrees to it, and your classed as a new customer, you may or may not lose your old number tho, if you decide to go for virgin again.






with the cash available with cashback sites above and current deals available out there for broadband for new customers, it could work out better than trying to get a deal as an existing customer with virgin


also to add, if you are planning on complaining never ever use customer services on the phone if you think it needs urgent attention,(if its just a simple query or non urgent that doesn't involve you being out of pocket then use customer services) always go straight to the top and use the CEO email of virgin to put your complaint across (that way you always have a record of whats been said etc) you will nearly always get a better result as you can then threaten them with the ombudsman if they fail to resolve your issue, in turn it costs virgin money, so they will try to do their best to sort it out for you