Virgin missold me and haven't responded to my complaint 2 weeks ago

Jonathan_Powell

A few months back I called to genuinely cancel my broadband and move to BT as I no longer needed the TV package and BT were offering a great broadband only deal. When I called Virgin, they told me I should remove the TV package, call back in a month and they'll put me on a deal less than £30 a month (what they advertise to new customers on the website).

In short, I took up on the offer after confirming numerous times my bill will be under £30 when I called back. Called back, asked for the Tier 2 retention team as instructed and they told me no deal existed and there were no notes referring to this. They confirmed the calls were recorded and that they will get back to me after they investigate. This was on March 24.

No response so far and just want some advice regarding who I can go to if Virgin continue to be flakey (they haven't responded to a previous complaint which is more than a month old now).

My bill is now £44 with just the broadband where it would have been £27 if I went with BT. 

Neil_Jones

Virgin operate their own cable network so nobody else will be using it so there is no comparison performance wise to other providers on that network as there is nobody.

If you're out of contract and you can find a better deal elsewhere, cancel it and move.  Note that your BT deal would have included line rental, all BT based providers include it and the broadband for one price.  Its a oxymoron that Virgin's broadband only line where you don't need line rental is more expensive than a deal with it from elsewhere (your internet speed will probably be slower though).

moneysavinghero

Virgin will continue to be flakey. They want you to keep paying £44 not £27. Like being in an abusive relationship they will keep promising you they will change if you stick with them but then they will constantly gaslight and ghost you. The only way to deal with it is to stop being flakey yourself and take control and cut them out of your life and move on.