Virgin Media Problems

NorthernJordan

Hello,

I'm not sure this is the right forum but I'm having major issues with Virgin Media broadband.

Basically, I moved house beginning of October to a new build and the builders advised they had a deal with virgin media and the first 3 months would be free. They also told me that they would be quickest to be set up. After price checking I called virgin and set this up as the deal seemed pretty decent.

Other than having issues with virgin failing to actually book me in for installation of the fibre and having to chase and chase them to try and honor the original install date I hadn't heard a peep since this correspondence. I've received no terms and conditions, billing information, nothing.

Aware that the period was coming to end now I received a letter (today). I assumed this was confirmation that the first bill was due. No it was a letter saying that I owed 61.50 which includes a late billing charge of 7.50. (monthly bill is supposed to be 27 quid). Really confused by this I called them and have been left even more confused and the service was woeful to say the least. They kept saying contradictory dates billing periods, telling me I should have received bills etc etc

From what I can gather the billing periods are as follows:

10/10/2019 to 09/11/2019
10/11/2019 to 09/12/2019
10/12/2019 to 09/01/2020
10/01/2020 to 09/02/2020

My understanding is that the first 3 of those billing periods were free and normal billing would resume at a cost of £27. I would expect to pay for the period after the 09/01/2020. Am I correct?

I'm happy to pay that and then continue on a direct debit for the subsequent billing periods. I am just at a loss as to where the additional months charge has come from.

Also, am I within my rights to simply cancel the virgin media contract?. I've never received any terms and conditions and only had problems from the beginning. Customer service has been so bad I'd prefer just to leave and use an alternative company.

I am convinced I gave bank details to set up a direct debit at the time. However, based on the issues with the install and it never making it onto the system I am worried they have failed to add me to the system properly.

littleboo

Do you have any alternative suppliers available? It’s a new build and the developer has a deal with VM, so it’s possible they locked other suppliers out.

JJ_Egan

(Also, am I within my rights to simply cancel the virgin media contract?)


No you are not .
But you may pay off the balance of the contract .


Difficult to follow the OP and work out what is what .
Set up a deal with VM yourself .
Free 3 months via builders not VM ???


Direct Debit is that been paid ,

NorthernJordan

The house builders gave me a number to call and told me to mention the introductory offer they had with virgin media. This was the first 3 months free and £27 a month thereafter.

Since setting it up and calling to complain about the set up issues I have received zero correspondence from virgin.

[Deleted User]

NorthernJordan wrote: »

The house builders gave me a number to call and told me to mention the introductory offer they had with virgin media. This was the first 3 months free and £27 a month thereafter.

Since setting it up and calling to complain about the set up issues I have received zero correspondence from virgin.

Have you not actually got a service yet then?

I would try a postal letter myself, otherwise an email to the address within the following, asking for it to be cancelled and any outstanding bill to be zeroed.

https://www.telegraph.co.uk/bills-and-utilities/broadband/virgin-media-make-customer-services-listen-complaint/