Virgin Media

justybaby

What chaos! Have just had an agreement on the phone retention section of Virgin Media. The lady on the phone offered a sub £30 monthly payment but now the new contract says over £50! 

Despicable. Any advice to get out of this please? 

TimSynths

Call them.

victor2

justybaby said:

What chaos! Have just had an agreement on the phone retention section of Virgin Media. The lady on the phone offered a sub £30 monthly payment but now the new contract says over £50! 

Despicable. Any advice to get out of this please? 

You have a cooling off period so can cancel the new contract if you've only just accepted it.

I had a small difference between what I was told over the phone and what came through in the new contract, but when I complained was told that the sales person was mistaken in what they told me. They even said that if I got the recording of the call, they wouldn't honour the verbal agreement. When I raised a formal complaint, the response was that the person involved would be subject to disciplinary action, but nothing for me. By then I had given notice to cancel and retentions made me an acceptable offer.

So, if the new contract is not acceptable try cancelling and see what they say.

fossman

justybaby said:

What chaos! Have just had an agreement on the phone retention section of Virgin Media. The lady on the phone offered a sub £30 monthly payment but now the new contract says over £50! 

Despicable. Any advice to get out of this please? 

I had a similar issue, agreed £35 per month for 18 months and the contract arrived stating £35 for 6 months then £42 for the remaining 12 months.

I rang Virgin on 4 occasions to try and resolve and got nowhere despite the promise of calls back.

I ended up giving my notice to cancel as I was still within 14 days of receiving the new contract.

victor2

fossman said:

justybaby said:

What chaos! Have just had an agreement on the phone retention section of Virgin Media. The lady on the phone offered a sub £30 monthly payment but now the new contract says over £50! 

Despicable. Any advice to get out of this please? 

I had a similar issue, agreed £35 per month for 18 months and the contract arrived stating £35 for 6 months then £42 for the remaining 12 months.

I rang Virgin on 4 occasions to try and resolve and got nowhere despite the promise of calls back.

I ended up giving my notice to cancel as I was still within 14 days of receiving the new contract.

Did retentions call you back with a decent offer?

justybaby

Well we phoned Virgin Media and they accepted that the previous call operator from retentions had offered us a deal for the £29 mark. So her error. They knocked off £4 a month extra for the inconvenience so we are staying with them for another 18 months we hope. Thanks 

s76_eamus

It would appear that the retention dept of Virgin Media is not as helpful as it once was. Having spent at least 3 hours getting nowhere with an Indian person then a Phillipines person, struggling to understand their accents. We had a contract terminating on the 28/06/2021 which clearly stated that £55p/m for the 18 month term. It was increased to £64 for the remaining 4 months. Despite my protestations they would not acknowledge the agreement. Finally they agreed the mistake and made an offer of £45.20 for the remainder,which I accepted, and asked for a confirmation e-mail. This arrived ,only to find that I had been signed up for another 18 contract for £51-month.

 So another 1 hour phone call with another person from I no not where, who spent more time talking to his supervisor than to me. Finally to be told they would or could do nothing and suggested I contact the retention dept. This I did and had to repeat the whole bloody saga again.They then tried to tell me that I was out of contract and that I had signed a 12 month contract on29/12 2020, the same contact that they would not accept because it was a computer error that had made an on -line offer. Which is where this had all started from.Instead of recognising the litany of mistakes they had made over the past 14  months, and despite 20+ years of customer loyalty,they then said you have the option to cancel your contract without penalties.

  This I have now done. Why should you have to negotiate a new contact ?. All I want is common decency and clarity, surely is this too much to ask.

                            Despondently yours John.

flaneurs_lobster

My building is wired for VM. Every time my broadband is coming up for renewal I see the headline offers in the ads and the lure of 100's of mbps for not many quids and I'm tempted. 

And then I come here (and elsewhere) and read the dozens of stories of what a car crash their "Customer Service" is and I think "Nah". 

fossman

victor2 said:

fossman said:

justybaby said:

What chaos! Have just had an agreement on the phone retention section of Virgin Media. The lady on the phone offered a sub £30 monthly payment but now the new contract says over £50! 

Despicable. Any advice to get out of this please? 

I had a similar issue, agreed £35 per month for 18 months and the contract arrived stating £35 for 6 months then £42 for the remaining 12 months.

I rang Virgin on 4 occasions to try and resolve and got nowhere despite the promise of calls back.

I ended up giving my notice to cancel as I was still within 14 days of receiving the new contract.

Did retentions call you back with a decent offer?

I did not receive a call back and my disconnection date is tomorrow.

I did receive an offer by email from Virgin (see below).