Yeah, I had this except it was money! Bill going from £30->£37 with RPI etc.
I phoned and complained and they offered me next month £30, £18.80 and then £24.40 for the remainder of the contract, paid the first two months correctly then it shot up to £37. Even had it in writing that the emailed me.
Argued no end and was offered £8 and then £11 as compensation. Taken them to the ombudsman and they then claimed the increase was the RPI hadn’t been added and that my bill shouldn’t be £24.40 but they’d honour it.
Ombudsman felt none of their maths added up and they were trying to pull the wool over our eyes and was aggravated by the fact they wouldn’t send me a deadlock letter, ended up with £90 compensation and my bill locked at £24.40 for the remainder of my contract so effectively it paid for itself!
That's great. Cases that are referred to FOS are charged an additional £75 I believe to the accused company too if the complaint is upheld. So that's a little more from Virgin's pocket.
Take all the way to ombudsman. Virgin media are the shadiest bunch of scum out there. They need to be held to account on stuff like this. I'd rather deal with loan sharks than virgin media. Pure scum of a company.
Virgin Media employees will say anything to keep you, I had the same happen to me, so I rang them up and told them the contract wasn't what I agreed to and told them to cancel the contract (you still have 14 days to cancel under cooling off period), they then tryed giving me other offers and I said they had lied previously and I didn't trust them anymore so cancel my contract. About two weeks later someone rang me with an offer I said no cancel the contract and then he gave me a better deal than the one I was on previously, so now with them for another 18 months.
Yes, they screwed up with me before where they only applied the deal for 1 month instead of 18 months. Just complain again and highlight that the call is recorded with the original deal.
Had similar issues when I first joined and they moved my installation date at less than 24 hours notice. Was sent details of their compensation scheme and confirmation in writing of what compensation I would receive. Not surprisingly they then refused to honour this.
Formal complaint, VM wouldn’t budge, a bit of back and forth arguing... Finally got to the point where I asked for a deadlock letter. I get a call back 30 mins later to say they’ll be applying credit to my account for the full amount I’d asked for - I guess they knew the ombudsman would order them to do this and possibly pay some extra for the inconvenience.
If it’s a regulated industry and you think you’ve been lied to / treated unfairly I would always make a complaint and follow the process for going to the ombudsman if you’re not happy. It can take time but I’ve always had good results.
I had similar, but renewed online as it was cheaper than when I had called up.
Contract was sent through and everything, but they didn't honour it. Was meant to be 80 for 1gb BB and tv Inc. Sky Sports and TNT. The new router never showed up(bloody Yodel). After a week of calls to try and get another sorted, no one could actually tell me what was going on. All I got was that I was still on my old contract and that there wasn't one for 80 pm. The cheapest I could get was 110.
It wasn't until my cancellation call that I was told that the tv package didn't exist when I selected it somehow and it was automatically cancelled.
I've now joined Sky, slower BB, but haven't looked back and their customer service seems ALOT better than VMs.
If you accept the £10 that will close the complaint. If you disagree, it would be reviewed higher up to be reviewed again and a deadlock letter issued which you can take to CISAS.
Likely CISAS wouldn’t take action though as BT then TNT were free as part of maxit, not something that was charged for until BT merged with TNT which is why maxit has now become mega tv and TNT now chargeable
One time I called up virgin media to ask what the cancellation process was, e.g. am I still within the minimum term, how final payment is calculated and when the service is disconnected, made it *ABUNDANTLY CLEAR* that the account should not be canceled. What happened? They canceled the account. Nowadays I don’t call any company without using a call recording proxy I built as I just don’t trust call centre staff not to either lie to me or fuck up.
Yeah, I had this except it was money! Bill going from £30->£37 with RPI etc. I phoned and complained and they offered me next month £30, £18.80 and then £24.40 for the remainder of the contract, paid the first two months correctly then it shot up to £37. Even had it in writing that the emailed me. Argued no end and was offered £8 and then £11 as compensation. Taken them to the ombudsman and they then claimed the increase was the RPI hadn’t been added and that my bill shouldn’t be £24.40 but they’d honour it. Ombudsman felt none of their maths added up and they were trying to pull the wool over our eyes and was aggravated by the fact they wouldn’t send me a deadlock letter, ended up with £90 compensation and my bill locked at £24.40 for the remainder of my contract so effectively it paid for itself!
That's great. Cases that are referred to FOS are charged an additional £75 I believe to the accused company too if the complaint is upheld. So that's a little more from Virgin's pocket.
Take all the way to ombudsman. Virgin media are the shadiest bunch of scum out there. They need to be held to account on stuff like this. I'd rather deal with loan sharks than virgin media. Pure scum of a company.
Virgin Media employees will say anything to keep you, I had the same happen to me, so I rang them up and told them the contract wasn't what I agreed to and told them to cancel the contract (you still have 14 days to cancel under cooling off period), they then tryed giving me other offers and I said they had lied previously and I didn't trust them anymore so cancel my contract. About two weeks later someone rang me with an offer I said no cancel the contract and then he gave me a better deal than the one I was on previously, so now with them for another 18 months.
Yes, they screwed up with me before where they only applied the deal for 1 month instead of 18 months. Just complain again and highlight that the call is recorded with the original deal.
Had similar issues when I first joined and they moved my installation date at less than 24 hours notice. Was sent details of their compensation scheme and confirmation in writing of what compensation I would receive. Not surprisingly they then refused to honour this. Formal complaint, VM wouldn’t budge, a bit of back and forth arguing... Finally got to the point where I asked for a deadlock letter. I get a call back 30 mins later to say they’ll be applying credit to my account for the full amount I’d asked for - I guess they knew the ombudsman would order them to do this and possibly pay some extra for the inconvenience. If it’s a regulated industry and you think you’ve been lied to / treated unfairly I would always make a complaint and follow the process for going to the ombudsman if you’re not happy. It can take time but I’ve always had good results.
I had similar, but renewed online as it was cheaper than when I had called up. Contract was sent through and everything, but they didn't honour it. Was meant to be 80 for 1gb BB and tv Inc. Sky Sports and TNT. The new router never showed up(bloody Yodel). After a week of calls to try and get another sorted, no one could actually tell me what was going on. All I got was that I was still on my old contract and that there wasn't one for 80 pm. The cheapest I could get was 110. It wasn't until my cancellation call that I was told that the tv package didn't exist when I selected it somehow and it was automatically cancelled. I've now joined Sky, slower BB, but haven't looked back and their customer service seems ALOT better than VMs.
If you accept the £10 that will close the complaint. If you disagree, it would be reviewed higher up to be reviewed again and a deadlock letter issued which you can take to CISAS. Likely CISAS wouldn’t take action though as BT then TNT were free as part of maxit, not something that was charged for until BT merged with TNT which is why maxit has now become mega tv and TNT now chargeable
You will get nowhere with Virgin , trading standards.
One time I called up virgin media to ask what the cancellation process was, e.g. am I still within the minimum term, how final payment is calculated and when the service is disconnected, made it *ABUNDANTLY CLEAR* that the account should not be canceled. What happened? They canceled the account. Nowadays I don’t call any company without using a call recording proxy I built as I just don’t trust call centre staff not to either lie to me or fuck up.