Need some help - Horrible service from virgin media

[someukguy]

Hi, Guys

I am having an absolute nightmare with virgin as they refuse to address my issues with a bill and the customer service is shocking. I was on the phone for 30mins+ trying to sort this and was on hold for over 20 minutes of that call before they put the phone down on me.

Why I called:

I have just recently moved house so I contacted virgin to let them know before I moved that I was ending my contract. I had been with virgin 12 months and thought my contract was up so I assumed this would be simple to cancel. I spoke to a rep about leaving who convinced me that I could carry on my contract at the new property (as my contract was for 18 months) and that there would be a £20 charge for the engineer to enable the property. I explained that I didn't want to carry on as I only wanted broadband but she assured me that they could offer me a better deal if I took all 3 services broadband, tv and phone.

So I agreed and was assured by phone that this was not a new contract so I took the deal she offered me as it is much simpler to stay with them and even received an email stating how much I would be charged till my contract ended in 6 months time.

Today I received my bill which was more than the price we agreed. so I called them to address this billing mistake. I was then informed that I have agreed to a new contract and it is standard to pay a month in advance for services and that my bill had been double to cover this.

I then told the rep that I was told this was a continuation of my contract and the only extra charge would be for the engineer to visit. I have an email from there rep stating the current deal price I was offered which has not been applied to the bill.

It was clear the rep did not have any authority to change the bill so I asked to speak 2 a manager. When I finally got to speak to a manager she seemed very snotty and clearly was not interested in fixing this billing problem and she then said that I agreed verbally to a new contract by letting an engineer visit the property.

I then mentioned cancelling this contract as if they had put me into a new contract I must be within the 28 day cooling off period. The manager then said she will check its fine and came back saying you only have 14 days to cancel when you move to a new property and as those 14 days have passed so I can not cancel.

Sorry as its a bit long winded but hopefully someone here can help me.