Virgin Help Please Fuming

bornnslippy · 09-07-2014, 11:20

Hi i am fuming

I moved to our new property and had virgin install tv phone broadband, then i saw a ad for a mobile sim. Great rung them up did a credit check passed great so 1 ordered the monthly sim great

unlimited calls, unlimited texts 2gb data for £7 there advertised offer

First payment take out, had the contract for over a month

Now not so good part i received this email today im fuming

Hello,

We've spotted a mistake and we?re about to fix it.

After your recent order with us we?ve done some further checks and
noticed you?re not actually eligible for the discounted Mobile SIM
tariff you signed up for.

This means that in the next 48 hours we?ll be moving the mobile number
below to a similar tariff, just at a slightly higher rate. Don?t worry ?
you?ll get exactly the same data, minutes and texts allowance. Your new
monthly rate is £14.00

Mobile number:

What happens next?
You don?t need to do anything ? we?ll make the changes at our end within
24 hours. After this, you?ll get two texts from us: one to say we?ve
removed the wrong tariff and a second to say the new tariff is up and
running.

Can they do this?

Just a update

I contacted Virgin they were not willing to let me stay on the bundle for £8 so i refused to pay £14 and they have cut me off straight away

How can Virgin cancel a contract because of there mistake but i cannot cancel my tv broadband phone package????

MovedGoalPosts · 09-07-2014, 13:07

From your opening statement you had the broadband TV landline package. You then wanted to add on the mobile. So the mobile is a separate entitity, even if for convenience it was going to be billed as one. So if you wanted to cease the mobile then the others continued as their own contract.

As to the legality of you having accepted their original offer, and them then dropping that, after acceptance, that does seem inappropriate, but I'm not a lawyer. I suppose Vm might suggest that just as consumers often have a cooling off period, perhaps they do too?

MalteseFalcon · 09-07-2014, 13:18

And also, were you calm and polite to them on the phone? Getting rude and aggressive will not work with them.

spanna · 09-07-2014, 16:30

I was about to switch to one of those deals

Did they say why you didn't qualify for the first deal?

1andrew1 · 11-07-2014, 01:19

It's very bad practice for VM not to honour the deal. The worst they could have done would have been to say that they made a mistake but would honour the deal for 12 months anyway. It would be interesting to hear a VM staff's perspective on this one in case I'm missing something obvious.

bornnslippy · 11-07-2014, 11:37

Hi no that is the email i received

Hello,

We've spotted a mistake and we?re about to fix it.

After your recent order with us we?ve done some further checks and
noticed you?re not actually eligible for the discounted Mobile SIM
tariff you signed up for.

This means that in the next 48 hours we?ll be moving the mobile number
below to a similar tariff, just at a slightly higher rate. Don?t worry ?
you?ll get exactly the same data, minutes and texts allowance. Your new
monthly rate is £14.00

Mobile number:

What happens next?
You don?t need to do anything ? we?ll make the changes at our end within
24 hours. After this, you?ll get two texts from us: one to say we?ve
removed the wrong tariff and a second to say the new tariff is up and
running.

11-07-2014, 11:45

I would imagine there is a clause in the contract for this if there is not then they are in breach of the contract. Read the small print see if they have provision for this if they tough its hard luck if they do not then you could press for a breach

jb66 · 18-07-2014, 22:40

probably best to speak to CEO office, Id expect them to say they made a mistake, as its their mistake they will allow you the contract anyway

bornnslippy · 19-07-2014, 13:59

Quote:

Originally Posted by jb66

probably best to speak to CEO office, Id expect them to say they made a mistake, as its their mistake they will allow you the contract anyway

Hi i got a number dont know if it was CEO office 08000521569 but i also got no where they said im on wrong bundle so they cannot offer me that sim deal

arcimedes · 20-07-2014, 18:23

What bundle are you on?

bornnslippy · 20-07-2014, 18:53

Hi im on the M+ Bundel

arcimedes · 21-07-2014, 07:19

Quote:

Originally Posted by bornnslippy

Hi im on the M+ Bundel

Yes I think that makes sense. The bundle is almost certainly too low to qualify. Trouble is VM have now removed all references to the old bundles.

neilo · 26-07-2014, 20:45

If they've offered you a package, you've agreed to it, I'd be very surprised if they can just say they made a mistake and raise the price. Complain to VM and then if not resolved go to CISAS after 8 weeks. I imagine VM will have to let you out of the contract free of charge and refund anything you've paid over the originally agreed price.

It'll take time though but that's what will likely happen imo.

NuttehButteh · 31-07-2014, 15:22

Can VM just cut you off? Don't they have to offer a pac code as an option?

I am with them and the signal service and internet speed are shocking. I am being disconnected soon. Make sure they don't try and charge you as per the 30 days terms as they have breeched their own contract there.

VMobile are not very friendly towards their customers. I have a perfect credit rating and have done for 30 years. Yes on their system, because I took a sim only deal I have a marker saying I can NEVER have a handset contract with them. So I told them to shove it - walked into an EE store and got a 64GB 5S within 20 minutes.

SO you are not the only one they have messed about.

Mr Pharmacist · 01-08-2014, 17:47

Quote:

Originally Posted by NuttehButteh

Can VM just cut you off? Don't they have to offer a pac code as an option?

I am with them and the signal service and internet speed are shocking. I am being disconnected soon. Make sure they don't try and charge you as per the 30 days terms as they have breeched their own contract there.

VMobile are not very friendly towards their customers. I have a perfect credit rating and have done for 30 years. Yes on their system, because I took a sim only deal I have a marker saying I can NEVER have a handset contract with them. So I told them to shove it - walked into an EE store and got a 64GB 5S within 20 minutes.

SO you are not the only one they have messed about.

I'm sure they've annoyed customers over the years, but for fairness, they've never been anything but great with me. And I'm not a "fanboy" but I've been with them for 6 years now, and that's a lot longer that the time I spent with Orange then 3 before I got fed up with both of them. On a different note, they are doing this in America. http://www.techhive.com/article/2459...ular-plan.html I wonder if something like that would catch on in the UK.