Virgin Media - help please

dhendry

I stupidly got enticed with a Virgin Media promotion to boost my speed, this has led me to a world of pain.

My existing contract which was due for renewal September 2022 was £44 per month – the package was 200MB Internet, basic TV with BT Sports.

I applied for the Winter promotion that I received via an email on 30th December 2021, £6 extra a month to upgrade from 200 to 350mb broadband package.  Offer clearly states no need to recontract – I have evidence of this.  So, to my understanding I would pay £6 extra a month until my contract ends (Sep 2022)

Since upgrading, I received my new bill details stating that I will now need to pay £70 per month (£26 higher than before) and I have been signed up to a NEW 18-month contract without my knowledge.  My new contract ends in June 2023 – again, I should not have been entered into a new contract.

This contradicts the promotion I signed up to, I should only be paying £6 a month extra, and I should not be entered into a new contract. 

I spoke to customer services multiple times, but they do not know about this promotion, and they are clueless with how to help me.

ilikewatch2

Make a formal complaint according to VM's Consumer Complaints Code of Practice, then continue escalating right up to independent adjudication if necessary - keep everything clear, factual and in writing. Provide them with copies of the evidence you mention above.

https://www.virginmedia.com/shop/the-legal-stuff/consumer-complaint-resolution-code-of-practice

johns1217

I wish you luck, I upgraed to their Volt package in November, becauce the agent didn't complete the paperwork according to that we agreed,can't get a accuate bill or package details,and no one can overide their computer system.