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Missold over the phone by Virgin Media

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Virgin Media Customer Retention team promised a deal that did not match the contract.

The contract was emailed to me after the cooling off period, and it did not match the verbal offer.

I was unable to cancel.

VM making the offer and also denies emailing the contract late.


I made a formal complaint to VM through Resolver and I also requested a SAR.


A week after the complaint I received a phone call from a Complaint Team at VM.

I was assured the original offers would be applied.

I accepted the resolution and the complaint was closed.


However, a week later I found out that the original offers had not been applied and they have started billing me at a much higher rate then agreed.


Again there is a discrepancy between the CT member notes and my own.

This time, I have a recording of the phone call and in my opinion the notes they have do not match the conversation.

Unfortunately, the recording can only be for personal use.


VM have now closed the case as I have accepted a resolution.

Obviously this is not the case!


The Resolver page shows one month to go before I can escalate to CISAS,

however, would I still be able to escalate if they have closed my case?

Would it be better to raise a new complaint?


I am still waiting for the first SAR request.

VM assured me I do not need to raise a new complain,

as the original one still applies,

because, they say, even if the case is now closed the first SAR has not been received yet.


I do not trust them at all and I would like to raise a new complaint,

however, I do not want to risk messing things up any further.


Thank you for any advice!

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Tom Mockridge

Chief Executive

Virgin Media

Media House

Bartley Wood Business Park



RG27 9UP


Email: [email protected] (No Spaces)


ceoemail: https://www.ceoemail.com/

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I cannot give any advice by PM - If you provide a link to your Thread then I will be happy to offer advice there.

I advise to the best of my ability, but I am not a qualified professional, benefits lawyer nor Welfare Rights Adviser.

Please Donate button to the Consumer Action Group

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The recording you made can still be used against them.

Not telling them you're recording them means it can't be shared with other people

(So absolutely no posting it on Youtube/Facebook/etc),


but you can still provide it to Virgin Media themselves and use it in any court action against them.

And I believe it could still be supplied to the Ombudsman as evidence.


I'll gladly stand corrected on that but that was my understanding of how it works when you record phone calls with companies.

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Send the recording to the ceo and tell him you will supply it in evidence if needed.


I don't think he really reads anything sent to him, but his team do


They only understand tough and hard words, so don't even try writing formally.


Just pretend you're writing to a 5 year old and you'll be fine.


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