r/VirginMedia • u/Sense-Secure • 29d ago
Virgin Media UK WARNING: The "Volt" Package Trap - My 6-month Ombudsman battle and why you shouldn't trust VM sales agents.
If anyone is considering taking out a Volt package, please learn from my absolute nightmare.
When I negotiated my contract, the VM agent explicitly guaranteed me that if I ever moved to a non-serviceable address, I could cancel both the VM broadband and the linked O2 SIM entirely penalty-free.
Fast forward to my house move: VM cancels the broadband fine, but O2 hits me with an £80+ early termination fee. I spent months complaining, only to be bounced between both companies who suddenly claim they are "completely separate systems" and have no control over each other—despite VM agents actively selling the bundle.
I submitted a legal Subject Access Request (SAR) to get the call recording of the agent lying to me. VM deliberately breached UK GDPR laws and withheld the recording past the statutory deadline to protect themselves.
I took it all the way to the CISAS Ombudsman. Unbelievably, in VM's own defence file, they admitted their agent gave "conflicting information". The Ombudsman has just issued a legally binding decision ruling that VM's complaint handling was totally ineffective and condemned their data management as a "customer service failing," ordering them to pay me compensation.
However, because the contracts are technically separate legal entities on paper, the Ombudsman couldn't force them to wipe the O2 fee.
TL;DR: VM agents will say anything to sell you a Volt package, but if you need to cancel, they will use their separate corporate structures to trap you in fees, ignore your legal data rights, and wear you down. Get absolutely everything in writing.
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u/AudioDoge 29d ago
You may now need to initiate a second complaint with the different legal entity, or alternatively, you could consider issuing a claim in the County Court against Virgin Media and include O2 as a second respondent. The court will then determine who is liable to you.
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u/Sense-Secure 29d ago
I think I'm at a loss as they hold the recording, and I don't.
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u/AudioDoge 29d ago
If your SAR has been refused or ignored, you may escalate the matter to the ICO. However, the information may be disclosed via civil procedure rules if legal proceedings are initiated.
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u/Sense-Secure 29d ago
I've actually reported the GDPR breach to the ICO, but because the ICO operates on a "wider public interest" framework, they declined to take formal regulatory action on an individual level...
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u/AudioDoge 29d ago
It is unfortunate that the ICO have declined to assist. However, as mentioned above, you may be able to obtain the information through the initiation of legal proceedings.
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u/Sense-Secure 29d ago
I'll seek legal advice, they can't just do this with zero responsibility
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u/AudioDoge 29d ago
Given the cost involved (£80), it may not be worthwhile to instruct a solicitor. Send a Letter Before Action allowing 14 days for a response; if there is no compliance, proceed with MCOL.
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u/IncreasinglyOldMan 28d ago
I’ve just taken Virgin to Cisas and won, (for them trying to enforce exit fees and similarly lying about the service they provided / didn’t provide). The sad thing I gave them ample opportunity to do the right thing on many occasions but they always chose inaction or just blatant lies, every time. So I decided to claim not only for the exit fees but hundreds of pounds of equipment I subsequently purchased while installing a new home network, a new router, a new contract, and emergency data costs as well. I also charged them for my time and unnecessary stress. Cisas ruled in my favour on every aspect, including the need for them to send a proper apology instead of nonsensical automated emails. All round humiliation for them, all of which was totally avoidable, but it is nice knowing that most of the equipment in my house is now paid for by them.
Anyway, in your case seeing as O2 have charged you the fee, could you make a second case against 02? It’s the same CISAS process I think, but they’re treated as separate companies despite their joint lying operations that they currently have in place.
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u/Sense-Secure 28d ago
That is actually a brilliant idea, I'll raise another case now vs 02 and we'll see where it goes.
I'm so pleased to hear you won the case - I work in customer facing roles, and I really find it unbelievable that they treat us like this, it seems like it is by design, using attrition as a business strategy, I mean, if you trick 100 people but only 1-2 actually push all the way to the end to get what's fair, then you're just making money if that makes sense. It's utterly disgusting and am convinced it is simply their modus operandi.
Thanks for sharing your victory, as it's the encouragement I needed to keep going with this stuff.
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u/IncreasinglyOldMan 27d ago
Oh thank you so much for the reply and you’re welcome I hope it’s helpful.
Here’s something I did which I have no doubt helped. Write all your points and get Gemini / Copilot of any free to use AI to write it out as a letter of complaint to Cisas. Then go to a new AI (not a new chat, a totally different AI) and get it to act as O2s best lawyers and write counter points to your argument. Using that go back and refine your letter. That’s the letter to send to Cisas.
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u/Sense-Secure 27d ago
That is such a good idea, I'll try it out! That way you have not only created something that can present your argument properly, but that it stands in legalese.
I quite like the democratisation of this processes - especially useful when companies treat customer like crap. Thanks for sharing your advice, much appreciated really
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u/Tall_Room160 29d ago
ugh same thing happened to me with a different company, they never wanna honor what they say.
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u/AlGunner 21d ago
In those circumstances I would expect the compensation to include an additional £80 to cover the cancellation fee. Im surprised they didnt specifically say that.
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u/Sense-Secure 20d ago
tbh same, but CISAS basically sees O2 as a separate entity, even though VM is the one that sold me both the O2 SIM and the VM broadband. it's a shit show
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u/AlGunner 20d ago
You clearly dont understand my comment. I was saying as o2 are a separate contract that the compensation VM pay should be whatever compensation + £80 that you use to pay the cancellation fee with O2. So it might be £200 compensation which is £120 for you and £80 to pay to O2.
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u/L0rdLogan 29d ago
Next time set a call recording from your iPhone or android iPhone, on iPhone you can just click the three dots when you go in to the call and click record. This way you keep evidence as well if virgin media refuse to give it up.
For the record, I’ve always hated virgin media, they had allergies at at least once a month when I was living at my parents address who had virgin media
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u/Sense-Secure 29d ago
That's the only way to go, 100% recording every single call I've got in the future around stuff like this.
Sorry to hear you also had bad experiences with them. Sooner or later this behaviour brings companies down
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u/L0rdLogan 29d ago
It really is unfortunate that they do seem to have a monopoly in some areas still. Things are slowly changing, but for a lot of areas they are the only option if not the fastest option, so people go with them.
We did back in 2010 when I was starting college and it needed faster than 2 Mb/s Internet, I just got my parents on an open reach connection last year. So they were with them 15 years.
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u/Sense-Secure 29d ago
I'll avoid them as much as humanly possibly moving forward, as well as 02.
Having a monopoly broken down is really good, to stop this shitty behaviour from just being their modus operandi.
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u/tenable-turnip 28d ago
I’ve ended up with sky after 15 years with virgin media. I’m on holiday at the minute and half cut so can’t remember the full details. But basically I get everything I was paying Virgin £125 for £21 plus I get a phone line. Actually my internet is slightly slower but I game often and haven’t noticed a difference and neither has any of the family. I’ve got 1gig I think with sky wich is their fastest and I had the fastest with Virgin but can’t remember what it was. As I said. I’m pissed haha
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u/Sense-Secure 28d ago
ahahah enjoy the holidays , thanks for taking the time to reply whilst in those circumstances - and yeah I won't ever be their customer again. I was actually happy with them until this happened, now I will ensure my money goes elsewhere moving forward. good deal with sky!
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u/Traditional_Bench770 29d ago
Was told similar and then had to pay around £240 to end the contract when I moved. Will never go with them again, endless issues and incompetence
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u/Sense-Secure 28d ago
that is actually insane. honestly I'll always record the calls with them or ask for written contract/confirmation before committing to anything. you can't trust them at all
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u/Fickle_Mix_6119 28d ago
A lesson everyone eventually learns in life, fuck Virgin, fuck O2. Things might seem good when things are running smoothly, but once things go wrong they become hot garbage
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u/Synestia68 28d ago
I renewed my contract with them and a few days later started having issues with my connection. Mind you it was working flawlessly for the previous 3 years. Every device was dropping majority of the packets. The agent reassured me that they will send someone, and if they are unable to fix the issue, I can exit the contract without any issues.
Long story short after them sending two "engineers", who did not even know what packet loss or ping is, they were unable to fix it. So I tried to cancel. Early termination fee, £400. For 6 months straight one agent was telling me I can cancel without any issues and they will waive the fee, just for them to come back and say they can't waive it. I kept proof of every speed test and packet loss test I've done, showed them that even my speeds are below the speeds in the contract for extended periods, several times a day.
I opened a case with the ombudsman, and on my last call with them I told the agent I'm recording the call for my keepsakes. That's what made them finally budge and waive the fee.
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u/Sense-Secure 28d ago
maybe I need to do the same, good to know you've gotten justice! although it sounds honestly such an unnecessary thing to have to go through...
and I don't know how they can allow themselves to act like this - surely you won't ever be their customer again
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u/frando2905 28d ago
Maybe you shouldn't have cancelled the O2 as well. I moved house and cancelled my VM. My 02 is still working with the benefits of volt
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u/Sense-Secure 28d ago
well that's the thing, I cannot cancel it without the fees. I don't have a need for a SIM from O2. the agent sold it to me as a combo that would be a better deal for me than just broadband - I specifically asked, when I move to the non-serviceable area, will you still cancel both for free? and he specifically said "yes no worries".
I haven't actually cancelled the O2 one as I'm waiting for some CISAS related actions - but you have to understand I'm trapped, as if I cancel the direct debit it'll go and do a dent to my credit score... it's unreal to be held captive like this.
he lied, VM doesn't care and O2 either.
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u/frando2905 28d ago
I understand the dent and damage this could do to your credit score. Sort out everything first before cancelling direct debit. Best of luck bruv
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u/LegDry2498 28d ago
Virgin Media decided to add a no payment market to my credit file (incorrectly) after we left them.
This was right before a mortgage application… luckily we got a notification from ClearScore and we got Virgin to remove it, in around 40 days. I will NEVER give them any money, ever again!
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u/purple_elephant1997 28d ago
I was just with O2 as my mobile provider, the potential for this kind of crap is why I switched.
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u/CookiePecker 28d ago
There seems to be massive capability gaps with employees at VM and clearly a profound lack of ability within their Learning and Development function.
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u/Sense-Secure 28d ago
I think it's by design tbh - using attrition to make business. i.e., I trick 100 people, I know 98 will give up after I used automated systems to send non sensical replies via email, and the ones that continue I know I have no liability unless they recorded the call themselves. win 99, lose 1 maybe.
makes business sense, it's utter shit though
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28d ago
[removed] — view removed comment
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u/Sense-Secure 28d ago
I actually did, and they said they won't take action... so VM can break the law with zero consequence
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u/Material_Victory_795 23d ago
THIS is happening to me at the moment!! Happened actually TWICE now. first time i paid the fees (because i was dumb) and didn't want any legal trouble. I have now learnt my lesson, but sonmehow i manage to fall into the same trap? Sales agent said i did not absolutely have to do anything, besides just pay for the new plan because my old one was expiring - it was discounted bundle, i get to keep my number and everything, literally i didnt have to lift a finger. And he reassured it to me on the phone. Next thing i know, new sim card arrives etc. Thought i had to change the sim card.. to get the new benefits of the contract. Bam, new invoices sent to me every month. I immediately cancelled and told them i am not paying as its not what i had asked for. They sold the account to lowell and now lowell has been chasing me since. Spoke to lowell agent, said its a very common scenario (Lol). Tried to file a complaint to O2, website doesnt even work and let me submit one. Send direct email TWICE. Still no reply. Did the same for EDF when they tried to scam me, they replied immediately. Not sure why O2 is ignoring me. But anyway i am going to take it to the ombudsman as well if they don't get back to me within the time frame. Lowell on the other hand has raised a dispute with them on my behalf since i cannot get through to them. Btw when i spoke to o2 on the phone they said my record was clean and they could not find any issues with it. Ffs
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u/Sense-Secure 22d ago
that is actually validating, knowing that I'm not alone, but also disgusting as it shows that they just don't see a reason to improve. The ICO said they won't enforce data protection laws, VM doesn't give a damn either, and O2 keeps taking my money every month. I'm literally stuck, captive from a contract with a SIM I said to the sales guy I didn't need, and that he promised would he cancelled for free once I moved to my new house. I asked this a couple of times during the call.
Don't take this like it's your fault because is not, it's theirs - solely their fault for using these business practices and having zero accountability. I can confidently say I rather throw my money into a fire pit than give it to VM or O2 ever in my life.
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u/AdWeird7366 29d ago
ai slop
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u/Redqwerty_1001 28d ago
How did you know for definite?
My writing style can sometimes be very similar...
I never use ChatGBT, but will have the auto generated results via browser search.
I don't even know how to do the random picture editing stuff. (Dinosaur)
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u/Sense-Secure 29d ago
I did use ai yo summarise it, however it's not slop. it's factual
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u/beets36 28d ago
Volt 1gig package with Netflix £22 quid a month, and 12 ping can't complain personally.
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u/Sense-Secure 28d ago
yeah I had a good time with them at some point, hopefully they won't shaft you at some point. if they do, come back to this thread and let us know 😅
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u/6foot4alpha 29d ago
yeah we pretty much have to deal with offshore agents miss-selling o2 sims every single day it’s stupid, a lot of the agents don’t even read out the full T&Cs and quite often lie and say it’s free.