New contract rip off

[Tony Handyman]

Hi,
Increased my broadband speed from 2MB to 10MB last week. Only because my broadband was running at dial-up speeds.

Yesterday a new welcome pack arrived, when I compared the new contract with my original I found my contract number had changed and I had a new contract date??

On phoning customer services, I was told I was on a new 12 month contract because they had given me more discount for increasing my speed. At no time was I informed about renewing my contract or agreed to a new contract.

Original discount £10.50 new discount £11.50, you do the maths.

New customer signing up £15 a month for the first 6 months then £20 month after that. On my bill broadband £25 adjusted to £20 with discounts. If Virgin want to give me a new contract then offer me the same as new customers or just leave my original contract and discounts alone.

What I would like to know if this is common practice for Virgin?????

[Raistlin]

Yes, it is.

[Peter_]

Originally Posted by Tony Handyman

Hi,
Increased my broadband speed from 2MB to 10MB last week. Only because my broadband was running at dial-up speeds.

Yesterday a new welcome pack arrived, when I compared the new contract with my original I found my contract number had changed and I had a new contract date??

On phoning customer services, I was told I was on a new 12 month contract because they had given me more discount for increasing my speed. At no time was I informed about renewing my contract or agreed to a new contract.

Original discount £10.50 new discount £11.50, you do the maths.

New customer signing up £15 a month for the first 6 months then £20 month after that. On my bill broadband £25 adjusted to £20 with discounts. If Virgin want to give me a new contract then offer me the same as new customers or just leave my original contract and discounts alone.

What I would like to know if this is common practice for Virgin?????

You rang up and changed your contract and a change of contract means a new 12 month deal.

[Tony Handyman]

I rang up to increase the speed of my broadband; my original contract was to have their broadband, TV and phone service in my house. That hasn’t changed just the speed on one of the services. How can they justify giving me a new contract without notification or approval from me? That must be breaking some law, if not just common decency to a customer that’s been with them for a long time and never missed a payment.

[Raistlin]

Your original contract included broadband up to a specific speed.

[WHISTLED]

Yes you should have been told/asked but you still have time to change your mind probably so its your call

[Tony Handyman]

I have been on the phone today to lodge a complaint and will be onto them tomorrow to get it changed back. The slow speed was down to a faulty modem, I now have a sleek new black number that solved the original problem. So it’s back down to 2MB for me if they still want to tie me in for another 12 months.

Thanks for all the feedback….

[Gary L]

Originally Posted by Tony Handyman

What I would like to know if this is common practice for Virgin?????

Yep. some might call it deceit, dishonesty or fraud. they should be telling you about whether you are entering a new contract. not keeping quiet and hoping you sign the papers without realising.

---------- Post added at 12:57 ---------- Previous post was at 12:54 ----------

Originally Posted by Rob M

Your original contract included broadband up to a specific speed.

If that was the case then what happens when they give you a free upgrade. he's contracted to receive a broadband service not a speed.
if it's the speed that he's contracted to then it gives it more welly if you had any complaint of not receiving the contracted speed.

[Raistlin]

Originally Posted by Gary L

If that was the case then what happens when they give you a free upgrade. he's contracted to receive a broadband service not a speed.
if it's the speed that he's contracted to then it gives it more welly if you had any complaint of not receiving the contracted speed.

He's contracted for a broadband service up to a specific speed.

If VM choose to give him a free upgrade without amending the contract that's up to them. If he elects to request a change to the terms of his service (the speed) then VM are entitled to request an additional contract period at that point.

Your mobile phone company will insist that you are locked in to a new contract if you go for a new/upgraded handset at the end of your contract period, this is often 18 months.

The difference is that Virgin don't appear to be very good at telling people that this is the case, and that's where they fall down.

[Gary L]

Originally Posted by Rob M

The difference is that Virgin don't appear to be very good at telling people that this is the case, and that's where they fall down.

In the past you could upgrade via your account online. there was no new 12 month contracts entered into from doing that. you could upgrade online but not downgrade.

The 12 month contract thing has to be a new thing. another thing they haven't got around to telling customers yet that is a new policy which is an amendment to their contracts.

People can say that they should be telling you and it's ok you can still cancel it, but there's thousands of people who have fell into this trap. the trap of Virgin keeping their mouths shut on purpose.

EDIT

I've just gone through the process of upgrading my speed I'm currently on.
You have to agree to the terms and conditions before the order goes through.

Terms and Conditions
Finally, it is important you read the following terms and conditions. Click at the bottom to accept.
Broadband Upgrade Terms and Conditions

Upgrades to Virgin Media's Broadband: Size L service via this site are only available to Virgin Media Broadband customers ('Existing Customers').

Existing Customers will be required to receive Virgin Media's Broadband: Size L service for at least two months, at the quoted monthly price, following the date of order. After this period they may downgrade to Virgin Media's Broadband: Size M (by contacting Virgin Media customer services).

Existing customer's minimum contract term commitment will continue to apply following an upgrade to the Virgin Media Broadband: Size L service.

As set out above. Customers' use of the Broadband: Size L service will be subject to Virgin Media's Broadband standard terms and conditions of use - see www.virginmedia.com.
Are you happy with these terms and conditions?
If you are, click 'Yes'. But remember, when you do, you'll be deemed to have accepted the additional terms above, and we'll make the change to your account.

Yes
No


No mention of a new 12 month contract. and I'm already out of contract.

I click on No and the next page is
You must agree to the terms below before we can upgrade your service from Size M to Size L.

They just won't accept No

[BenMcr]

Originally Posted by Gary L

In the past you could upgrade via your account online. there was no new 12 month contracts entered into from doing that. you could upgrade online but not downgrade.

You still can, but you will pay more than if you agree to a new contract

e.g BB M to XL is £19 'full price' upgrade
BB M to XL with the new bundle price is £11 more

The 12 month contract thing has to be a new thing.

It's been slowly brought in since September 2007. Now all bundles are 12 month terms

another thing they haven't got around to telling customers yet that is a new policy which is an amendment to their contracts.

They certainly should be

People can say that they should be telling you and it's ok you can still cancel it, but there's thousands of people who have fell into this trap. the trap of Virgin keeping their mouths shut on purpose.

Any agent that isn't telling someone it is a new 12 month is not doing their job - company rules (and the law) say the agents HAVE to tell you that you will be starting a new 12 months

[chuzzlemonkey]

Yup, lets not start a conspiracy theory here people.

The difference is that Virgin don't appear to be very good at telling people that this is the case, and that's where they fall down.

It appears that this certainly is the case, although why this is the case is beyond me as all staff receive training and briefings on all bundles that are available. Even the sales system that the staff has to use encourages staff to inform the customer of the length of the contract.

---------- Post added at 13:35 ---------- Previous post was at 13:33 ----------

Existing Customers will be required to receive Virgin Media's Broadband: Size L service for at least two months, at the quoted monthly price, following the date of order. After this period they may downgrade to Virgin Media's Broadband: Size M (by contacting Virgin Media customer services).

This is out of date now and needs to be altered. There is no longer a downspin option to Broadband:M.

[Gary L]

Originally Posted by chuzzlemonkey

This is out of date now and needs to be altered. There is no longer a downspin option to Broadband:M.

In the meantime before it's altered we'll all upgrade on the acceptance of the current terms of acceptance. both us and Virgin agreed to said terms. only to get a new contract in the post that we didn't originally agree to a couple of days prior.

[chuzzlemonkey]

Looks like it....

Needs to be looked at and changed ASAP

[AV8TOR]

It appears that this certainly is the case, although why this is the case is beyond me as all staff receive training and briefings on all bundles that are available. Even the sales system that the staff has to use encourages staff to inform the customer of the length of the contract.


You ARE joking of course try asking them about the analogue packages that some of us are stuck on.... They have no idea.

I recently upgraded my TV & was surprised to find that when I plugged my cable box in the auto tune feature found several channels that were / are not available when switching to the box alone. Upon enquiring as to why this might be I was told they were not available on my TV package, when asked what package they were on they line went dead after a brief pause.