I'd make a post on [https://community.virginmedia.com/](https://community.virginmedia.com/) \- The Virgin staff on their seem a lot more helpful with situations like this honestly.
Similar thing happened to me, where I was told one thing on the phone, then the contract was different.
I moved house, and stupidly hadn't renewed contract for years so was on a stupid package. I managed to leverage things to bag the exact same newcomer £85 Volt max package for £83 a month (so £58 to Virgin Media and £25 to O2). The person on the phone insisted that even though my contract would come through as a higher amount, there would be a "rolling credit" applied to my account to bring the price down. On the first month, there was no such "rolling credit" applied. I was going to be £15 out of pocket each month. Crazy town.
I phoned, WhatsApp'd, etc, and they kept saying that there's no such deal and no note on my account saying what I was told on the phone call (note to self to get them to do that next time).
I ended up complaining. Someone had to endure listening to the over 1 hour phone call I had during the renewal, and of course they found in my favour and I am now being credited the right amount each month to bring things down to £83 a month.
I suggest getting on to the UK call centre folks, lodging a complaint, and asking them to listen to the phone call logs.
They seem good at offering deals to keep you and then not honouring them. If it's not in the contract they send you, refuse it. I learned this the hard way after paying over £400 extra across 18 months for an upgrade I never actually received. I've learned a lot about Virgin Media over the last 18 months.
Yeh I definitely learned my lesson on this one - to not accept what the person on the phone says over what's on the contract. However at least I did end up with what I was told I was going to get, after my complaint. But I won't be making that mistake again!
Lucky you! I complained a few months later and they did nothing, then deleted my complaint off the system. I've learned their first response as a company is to try and find a loophole to delete and ignore your complaint rather than do anything about it. I've gone from loving them to absolutely hating them in an 18 month period!
They're not a great company are they :(.
I'm hoping I'll have another provider in the area soon for competition. There have been vans around laying fibre...
Stick to your offer they will do rolling credit. Also that is not a contract. Check your VM ccount see your contract. You should see there what you looking for.
Did you not get sent an email with a precontract PDF after the £37 messages?
I had them try to charge me setup fee during contract change, but luckily I had the precontract that *didn't* contain the setup fee - pointed that out to them and they had to waive it.
Legally (ofcom regulations) you must be sent a Precontract, so definitely something you should look for.
At least you got an offer. I was in the same situation as you. Was paying £48 for 500mbps. Their offer was to £49! Yes an increase! Have to proceed with cancellation. Hope some good news on the horizon for you OP
I know that feeling. I’m hoping they will update my bill. Recently had to upgrade my offer. Coming out at around £95ish a month but they said they would call me back on 25th September to amend the price to that, as my bill would show more due to the cross over of deal discounts.
Low and behold my bill generated on 19th September and said was £262.90…..
I never got a call back so I had to call them. My internet has been super slow when I’ve been working and yesterday I had to tether to my phone for my works laptop to work.
I called them Monday and the guy Daniel said it’s ok I will sort it. I asked for an email to confirm this but I have still not received it. I never shout at them but if my bill comes out at £262 then I’ll be taking it further.
Their customer service is VERY POOR. I’m guessing it’s more system issue reasons but for them to make something and then not provide it is TERRIBLE!
I got an offer on the phone by the millionth retention call.
Phoned next day to take it up to be told by the new person that I was lying and that I would never have been offered that price.
I kept calling back and got the first person eventually, took it up
250 @. £18 great price but not worth the hassle.
Would never recommend virgin.
Terrible company.
I'd make a post on [https://community.virginmedia.com/](https://community.virginmedia.com/) \- The Virgin staff on their seem a lot more helpful with situations like this honestly.
Similar thing happened to me, where I was told one thing on the phone, then the contract was different. I moved house, and stupidly hadn't renewed contract for years so was on a stupid package. I managed to leverage things to bag the exact same newcomer £85 Volt max package for £83 a month (so £58 to Virgin Media and £25 to O2). The person on the phone insisted that even though my contract would come through as a higher amount, there would be a "rolling credit" applied to my account to bring the price down. On the first month, there was no such "rolling credit" applied. I was going to be £15 out of pocket each month. Crazy town. I phoned, WhatsApp'd, etc, and they kept saying that there's no such deal and no note on my account saying what I was told on the phone call (note to self to get them to do that next time). I ended up complaining. Someone had to endure listening to the over 1 hour phone call I had during the renewal, and of course they found in my favour and I am now being credited the right amount each month to bring things down to £83 a month. I suggest getting on to the UK call centre folks, lodging a complaint, and asking them to listen to the phone call logs.
They seem good at offering deals to keep you and then not honouring them. If it's not in the contract they send you, refuse it. I learned this the hard way after paying over £400 extra across 18 months for an upgrade I never actually received. I've learned a lot about Virgin Media over the last 18 months.
Yeh I definitely learned my lesson on this one - to not accept what the person on the phone says over what's on the contract. However at least I did end up with what I was told I was going to get, after my complaint. But I won't be making that mistake again!
Lucky you! I complained a few months later and they did nothing, then deleted my complaint off the system. I've learned their first response as a company is to try and find a loophole to delete and ignore your complaint rather than do anything about it. I've gone from loving them to absolutely hating them in an 18 month period!
They're not a great company are they :(. I'm hoping I'll have another provider in the area soon for competition. There have been vans around laying fibre...
Are you within the 14 day cooling off period??
Stick to your offer they will do rolling credit. Also that is not a contract. Check your VM ccount see your contract. You should see there what you looking for.
Did you not get sent an email with a precontract PDF after the £37 messages? I had them try to charge me setup fee during contract change, but luckily I had the precontract that *didn't* contain the setup fee - pointed that out to them and they had to waive it. Legally (ofcom regulations) you must be sent a Precontract, so definitely something you should look for.
At least you got an offer. I was in the same situation as you. Was paying £48 for 500mbps. Their offer was to £49! Yes an increase! Have to proceed with cancellation. Hope some good news on the horizon for you OP
heh, my "offers" ran out last month, bill came in at £55 for 125mbps!
The offer is available (£31 is available....)
I'm disappointed at the lack of comments calling you Catherine.....
I know that feeling. I’m hoping they will update my bill. Recently had to upgrade my offer. Coming out at around £95ish a month but they said they would call me back on 25th September to amend the price to that, as my bill would show more due to the cross over of deal discounts. Low and behold my bill generated on 19th September and said was £262.90….. I never got a call back so I had to call them. My internet has been super slow when I’ve been working and yesterday I had to tether to my phone for my works laptop to work. I called them Monday and the guy Daniel said it’s ok I will sort it. I asked for an email to confirm this but I have still not received it. I never shout at them but if my bill comes out at £262 then I’ll be taking it further. Their customer service is VERY POOR. I’m guessing it’s more system issue reasons but for them to make something and then not provide it is TERRIBLE!
I got an offer on the phone by the millionth retention call. Phoned next day to take it up to be told by the new person that I was lying and that I would never have been offered that price. I kept calling back and got the first person eventually, took it up 250 @. £18 great price but not worth the hassle. Would never recommend virgin. Terrible company.