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.

Aylesbury_Duck

NorthernJordan wrote: »

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.

The first thing you need to do is get hold of the terms and conditions you've been operating under since you moved in. I know you didn't see them or agree to them but presumably you've been using the service for the period in question?

As for cancellation, I can't see how they can hold you to a contract you haven't seen but then again, they might reasonably ask why you didn't ask for the contract details in the four months you've been using their service. If the free three months were part of a long-term deal then you may be faced with a bill for them if you terminate.

As I see it, you can't expect this to work both ways, whereby you claim ignorance of a contract when it comes to you paying, but expect to get free broadband on that same missing contract.

NorthernJordan

I am so exasperated by the poor service I have received from the start with Virgin I am wondering whether I can try and terminate the contract.

However, the main issue is that the billing makes no sense and having spent an hour on the phone last night I am still none the wiser.

JJ_Egan

See your identical post .

Aylesbury_Duck

NorthernJordan wrote: »

I am so exasperated by the poor service I have received from the start with Virgin I am wondering whether I can try and terminate the contract.
.

Other than the frustration around the original installation, how has the poor service you mention manifested itself? If it was just hassle around the initial installation the time to cancel was then, not after you've used their service for three months free of charge.

On what grounds do you want to cancel the contract? Just because the free three months is up?

The billing will sort itself out if there has been an error, I'm sure.

DoaM

Aylesbury_Duck wrote: »

not after you've used their service for three months free of charge.

That's the OP's problem ... it hasn't been free of charge.

Aylesbury_Duck wrote: »

The billing will sort itself out if there has been an error, I'm sure.

I'm sure you're right, but VM don't appear to be covering themselves in glory with how it is being handled. (Per the OP's description - which is all we have).

eddddy

NorthernJordan wrote: »

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?

Did Virgin Media confirm the free 3 months when you phoned them and ordered the service?

NorthernJordan wrote: »

...and the builders advised they had a deal with virgin media and the first 3 months would be free.

If it was only the builders that said that, Virgin Media won't be bound by anything the builders have said.



FWIW, on a more general level, I have found that Virgin Media telephone agents will never agree to a refund - even when it is completely clear that Virgin Media have made a mistake. (I think they just do not have the authority to.)

But if you write to their complaints department and clearly explain Virgin Media's mistake, they seem to be able to agree refunds without any problem.