[BenMcr]

Originally Posted by Mr_SEO

I was on 10 Mbps connection with basic Tv and phone package. So I paid £27 a month. Since I had a 10 Mbps broadband, I decided to contact Virgin Media and see how much they'd charge for upgrading it to 20 Mbps. I spoke to an Virgin Media advisor, she confirmed that it'd be £4 extra, that all. So I took it. She did not say anything else at all.

In which case they didn't do their job. Virgin Media company policy is that they have to inform you about the new 12 month contract on the phone.

3 days later I got a letter through the poist thanking me for upgrading the service... guess what, at back of the letter, there was a critical part, when it said that since I changed my service, my contract restarted for another 12 months. However I had 7 working days if I changed my mind and things could go back the way they were. (please remember, amendments to contract were listed at back of the letter, this should be on the front page, in big bold writing.... this kind of scam does not work in long term with consumers)

It is not a scam - All new bundles with Virgin restart the contract - and you should not be placed onto it without you being aware that is the case - which again is Virgin Media company policy

So i called virgin Media "customer support" and spoke to S, I said, I was not advised that contract would restart for another 12 months and usually when a customer upgrades the service, the length of the contract does not increase, but customer service rep told me that "since you changed to a new package mate, your contract is changed"... that's what he said... i have the called recorded.

To give you the increased broadband speed for £4 rather than the usual £12 it is a new bundle price and a new contract.

At this point I asked if can just cancel the upgrade and go back to the things they were. guess what he said in response... "mate if you go back to the old package, your contract would still restart for another 12 months and you would not get the old package of £27 but for £55 as no discount would be given to you".

That is wrong - you do have 7 days right to cancel and not enter into the new minimum term and Virgin have to find the closest avaliable bundle to put you on - without you starting another new contract

Guys, I COULD NOT BELIEVE THIS, this violates the basic regulations and recommendations set by Ofcom. Just because I upgraded my internet, my contract changed and now I'm being forced to take Virgin Media for another 12 months, and even (within 7 days) if I wanted to go back to old package, my contract would still be extended to another 12 months...? what?? This is not fair!!!

Asking you to enter into a new contract term for services is fair - obviously as long as you know about it.

As I said they should find you the closest price to what you were paying and you not enter a new contract

Well I have now written a letter to Virgin Media and waiting for response... so will keep you updated... but my advise to everyone is to STAY AWAY from Virgin Media... they are not clear about their terms... making contractual amendments and then writing them on the back of the page is NOT clear! And I am having to spend a lot more than I used to on BT.

Again because you should have been told before the price was changed it was a new term - which again is Virgin Media company policy to tell you on the phone. The letter is backup for that

Guys, please share you response honestly...

The agent you spoke to should have told you 100% before you agreed to the new price that it was a 12 month term.