Advised of loss IPlaye

I like others received a data box advising that from 23rd July 2025 we will not be able to receive BBC Iplayer due to our Tivi box being too old.

As advised I rang 150 on my virgin landline for my "FREE upgrade", however their was no option for upgrades.  After a number attempts of trying to get the correct dept and failing I gave up.

Next I tried Virgin Media "live chat".  After explaining the reason for my contact within minutes I was advised that there was no "FREE upgrade" and I was very quickly signed up with a NEW CONTRACT and an increase in the monthly fee.  Wow, how did that happen!!!!

Within the conversation I advised that I had changed my mind and at this point I was cut off.  I then waited to reconnect "live chat" to make it clear that I wanted to cancel the order for a new box, reject the TV box order and that we did not want to upgrade.  I was advised and promised that because I had cancelled everything on the same night as the order was placed, it was not on the system, however it would be cancelled the following morning.  

The order was placed and verbally cancelled on Sunday 20th July.  I have just logged onto my account and have discovered that it is showing that my new contract starts along with a monthly payment increase  on 24th July 2025 increasing to £70 odd per month for year two, rising to £93 odd for year three.

As you may imagine I am very, very stressed as I don't know what is going on, how to stop all of this.  I feel as if I have been conned.  My husband and I have been very loyal to Virgin Media and feel totally bewildered and battered at what is happening to us when all that we have done is what we were advised to do and that was to ask for a free upgrade.

Is there anyone out there who can help?

Thank you in anticipation.