Virgin TV package change without notification - breaking their own T&C's?

My father in law spoke to Virgin last November to change his phone package from all-in weekend to all-in anytime, without telling him they then changed his TV package to a lesser package and gave a monthly credit for the next 12 months to cover the extra cost he would have had to pay to get the same channels, therefore in November his package will go up in price. 

In the few months he has been battling with them they keep quoting their own T&C's >
K3. We may withdraw your chosen services package for commercial or operational reasons or if we are unable to continue providing it for matters beyond our reasonable control.
Saying they cannot supply the package any longer, which is fair enough, however what they don't do is quote the rest of this clause which reads >

Subject to paragraph N.6.4, if we decide to do this we will move you on to our nearest equivalent or better current package, unless you ask us to move to another more expensive package.  If the package we have decided to remove causes the price you pay to increase we will also give you notice of the change(s) at least 30 days before the changes take effect and you may cancel the 
services affected in accordance with paragraph N.6 without paying an early disconnection fee.
They didn't move him to an equivalent or better package, they didn't give him 30 days notice and the package price has increased (although this has been offset by their monthly credit for now) which in my opinion is not going by their own T&C's. 

N.6.4 is about ending the agreement 
N6. If we and/or Virgin Media Payments: 4. make any changes to the services which are likely to materially disadvantage you;

«1

Comments

  • I cant follow what your problem is. What was he paying before he rang in November, what does he now pay and how much was the credit? Did he check the contract that VM would have sent him?  Maybe he asked VM to keep the cost the same bearing in mind that talk any time carries a £8 a  month premium.
  • cappy
    cappy Posts: 29
    First Post First Anniversary Combo Breaker
    Forumite
    They changed his package from Full House (which is literally every channel they do inc. sports and movies) to Maxit TV which doesn't include the kids channels. He only pays the same because they have given him a £5 a month credit to cover the extra cost the kids channels cost to have as an add on so in November the price will go up unless he says no to the kids channels.

    They didn't send him a new contract, just an email invoice which is where he noticed the change to the TV package and credit being applied, the contract start date is blank and when questioned VM have stated he's not in a contract. He never asked them to keep the costs the same, just purely to change to talk anytime (his call cost were more than £8 per month anyway!)

    The only option we now have is CISAS which I'm not sure about
  • cappy said:
    They didn't move him to an equivalent or better package, they didn't give him 30 days notice and the package price has increased (although this has been offset by their monthly credit for now) which in my opinion is not going by their own T&C's. 


    But they did move him to an equivalent package, they didn't increase the price so they didn't need to give 30 days notice.
  • cappy
    cappy Posts: 29
    First Post First Anniversary Combo Breaker
    Forumite
    No they didn't, they removed the kids channel, the only reason he still gets it is that they credit him the extra £5 it costs/month util November when he'll have to pay for it, all without telling him
  • Yes they did, because he has the same package for the same price.

  • cappy
    cappy Posts: 29
    First Post First Anniversary Combo Breaker
    Forumite
    No, he now has a package with an add-on and a credit to offset the price difference, in November it goes up regardless, on the old package it remains the same. So you believe it's ok for VM to change a TV package and not tell the customer?
  • cappy said:
     So you believe it's ok for VM to change a TV package and not tell the customer?
    Can you tell me where I said that, because I can't see it in my responses.

    I'd hate to think you just made it up.
  • cappy
    cappy Posts: 29
    First Post First Anniversary Combo Breaker
    Forumite
    edited 20 February 2020 at 8:56PM
    eh? I asked you a question, that's all.
    Why would i make it up?
  • [Deleted User]
    [Deleted User] Posts: 35,242
    First Anniversary Photogenic Name Dropper First Post
    Forumite
    edited 20 February 2020 at 9:01PM
    I have no idea why you made it up.

    I didn't say it was ok to make a change without telling the customer.

    So why do you believe that's what I think?

  • cappy
    cappy Posts: 29
    First Post First Anniversary Combo Breaker
    Forumite
    No I asked you a question, simple as.

This discussion has been closed.
Meet your Ambassadors

Categories

  • All Categories
  • 341.8K Banking & Borrowing
  • 249.7K Reduce Debt & Boost Income
  • 449.2K Spending & Discounts
  • 233.9K Work, Benefits & Business
  • 606.1K Mortgages, Homes & Bills
  • 172.5K Life & Family
  • 246.8K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 15.8K Discuss & Feedback
  • 15.1K Coronavirus Support Boards