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Internet lawyers advice needed on Virgin Media

waynehayes Avatar
8y, 7m agoPosted 8 years, 7 months ago
Right, I'll try to keep this brief. I am with Virgin Media, and have been on the XL tv package and 2mb broadband. Recently a retention deal ended, and my bill shot up from £23.50 to £33.50. This is my gripe. I was not told that this was a time limited offer.
I phoned today to cancel my package - I don't really watch the TV anyway, and the broadband isn't that great. After a bit of wrangling, I was offered the 2mb broadband and Medium TV for £10 per month with a 12 month contract. I accepted the offer and was quite pleased.
An hour or so later, I had a missed call on my mobile, with a voicemail from someone at Virgin telling me that I had been mis-informes and could not have the 'free' Medium TV package because I did not have a Virgin phone line. He said that he had now cut off the TV package but I would continue to receive 'half price' brodband at £10p/m. He left an extension number, but no telephone number.
Obviously this made me a little cross! The chap who gave me the deal didn't mention that the TV service would be free, he simply said that I would be getting both for a tenner.
I have tried to contact the kind man who cut off my TV service without notice, but have had no success yet.

I guess my question is this: Do Virgin have to honour the deal they gave me? Are they breaking their own contract with me? Or can they mess me around like this and get away with it?
What should be my next step?
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waynehayes Avatar
8y, 7m agoPosted 8 years, 7 months ago
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banned#1
it should be logged , who you spoke to so they should be able to track him down, something happened with O2 like that and I got £10 of my bill which was ok i guess

but ultimately i don't think they have honour something just because some part timer can't do his job properly
#2
id call them and ask for a supervisor and tell them that they made a verbal contract(I hope you got a name?) and you would like them to stick to it or you are going to trading standards. Virgin are a complete shambles imo right now and the left doesnt know what the right hand is doing. Good luck!
#3
I always say if it,s not in writing it doesn't exsist.....I am with virgin and i am also on a retention deal and i have an email to confirm what i am getting and what i will be paying. And i have had to produce the email once to prove it was offered to me. They said thank you very much and enjoy your services. End of and no change to deal.
banned#4
Proximo
it should be logged , who you spoke to so they should be able to track him down, something happened with O2 like that and I got £10 of my bill which was ok i guess

but ultimately i don't think they have honour something just because some part timer can't do his job properly


Then they should train their staff properly.
A verbal contract is a contract no different to it being on paper.
Proving it is a different matter though. You would have to do a data protection act request for the call and then most likely take them to court for your losses.

Personally I would write a complaint in, when they call you about it expect to get a further credit for the hassle.
banned#5
colinsunderland
Then they should train their staff properly.
A verbal contract is a contract no different to it being on paper.
Proving it is a different matter though. You would have to do a data protection act request for the call and then most likely take them to court for your losses.

Personally I would write a complaint in, when they call you about it expect to get a further credit for the hassle.


naaaaah companies are covered for things like this and misprices, and rightly so
#6
Virgin Media are very good at offering better deals to try and keep you on their books. My advice is to go through to the cancelations department and I bet you get a better deal than you had before. Work for me!
[mod] 1 Like #7
[url]www.ispa.org.uk[/url]
Use this link and follow the details. You should expect to receive a call from Virgin head office within an hour :thumbsup:
If you dont mind, I would like to know the outcome. Im pretty confident this is the way forward.
#8
Do you know the time/date you called as there should be a recording of the conversation. I would demand the salespersons supervisor check it as they deserve to be dealt with accordingly.
banned#9
Proximo
naaaaah companies are covered for things like this and misprices, and rightly so


I agree, but this wasn't a misprice, a contract had been agreed.

Put it this way, if the Op rings up next week and says oh sorry I made a mistake I don't want to be tied into a contract do you think they will say oh ok? Or will they say 'tough, you agreed a contract over the phone'.
#10
Colin to be fair the op does have a right to change his mind - there is a cooling off period.
VM should honour it, but I doubt they will. They know you won't take it to court, and it's hardly iron clad as a case (google "unilateral mistake").
#11
Thanks for the advice guys. I followed the advice of magicjay1986 and sent a complaint via the link in post #8.
I had a call at lunchtime today from the bloke who disconnected my TV service apologising, and telling me that the chap at retention was new and had made an error. However he would honour the original deal and therefore I would be getting broadband and TV for £10 per month for 12 months. Result!

I then had another call this evening from 'the office of the chief executive of Virgin Media' explaining that she had followed up my complaint and had earlier contacted the sales team to correct their error.

It seems that the link http://www.ispa.org.uk/ really does get results.

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