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Pumblechook's avatar
Pumblechook
Tuning in
7 months ago

Accepted new VM/O2 contract - hidden charges

On Thursday, I got a call from VM offering to upgrade our broadband from 250 to 500 and wifes (account holder) O2 phone data allowance for a total saving of £6. Every little helps they say. I asked the person I was speaking to to send the details via email so we can have a look and discuss it together.

We decided to go ahead with it as it looked straight forward. They phoned back last night and there was much confusuion as my wife realised that they basically wanted her to upgrade her phone (her contract runs out in December).

Eventually it was confirmed that she didn't want a new phone and we received an updated new contract that now offered to upgrade us to the Gigabit service and that they're sending us a new router.

Our new contract is now £65 for VM plus £10 for the phone.

This morning we received an email that our next bill will be £140.10 including £30.10 to cover charges untill next billing period.

My wife is now stressed out because she thinks thats our new monthly bill.

I can't find a breakdown of these charges and/or what they're for.

Can anyone point me in the direction of someone or somewhere I can find out what these charges relate to?

She's checked her O2 account and VM account and theres nothing to show in either.

TIA

1 Reply

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    7 months ago

    Hi Pumblechook, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear there's been some confusion over your new bill and monthly charges. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

    I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,