Forum Discussion

ovo's avatar
ovo
On our wavelength
6 months ago

Agreed Contract Price but Service Change Receipt higher

On 30 July 2024 we agreed a new 18 Month contract and received confirmation by email the same day.

Today 6 August a Service change receipt arrived which is £22.76 higher per month.

What on earth is happening?, I despair of the telephone service line and the constantly failing chatbots.

Is there anyone here who can assist? Thanks.

  • unisoft's avatar
    unisoft
    6 months ago
    ovo wrote:

    On 30 July 2024 we agreed a new 18 Month contract and received confirmation by email the same day.

    Today 6 August a Service change receipt arrived which is £22.76 higher per month.

    What on earth is happening?, I despair of the telephone service line and the constantly failing chatbots.

    Is there anyone here who can assist? Thanks.

    Assuming you called in to negotiate price, request a recording of the call by a DSAR request:

    https://www.virginmedia.com/help/dsar-faq

     

  • unisoft's avatar
    unisoft
    Knows their stuff
    6 months ago
    ovo wrote:

    On 30 July 2024 we agreed a new 18 Month contract and received confirmation by email the same day.

    Today 6 August a Service change receipt arrived which is £22.76 higher per month.

    What on earth is happening?, I despair of the telephone service line and the constantly failing chatbots.

    Is there anyone here who can assist? Thanks.

    Assuming you called in to negotiate price, request a recording of the call by a DSAR request:

    https://www.virginmedia.com/help/dsar-faq

     

    • ovo's avatar
      ovo
      On our wavelength
      6 months ago

      Thanks for that unisoft, but having been with Virgin as an NTL dial-up, I requested a copy of the forst contract - which I have as my evidence. I have just managed to navigate to a UK- based Virginmedia person who may have sorted out my problem - albeit by cancelling the higher cost contract, substituting an even higher cost contract and promising a monthly credit of £40 to get back to the first renewal.

      Lets see what happens.

  • ovo's avatar
    ovo
    On our wavelength
    6 months ago

    OK, I now need some clarification and assistance from a VM employee.

    In the space of a week I have had 4 different contracts. The contract I agreed on 6 August in a telephone call with a UK-based VM agent has not appeared under your contract on the Myvirginmedia page. I agreed that contract on the basis of a promise that a substantial credit would be applied to bring it back to the original renewal price of the 30 July agreement ( I have a copy of this showing order approved on 30 July).

    Since then I have an intermittent page on Myvirginmedia showing next bill £67.41 and an email stating next bill £172.68.

    Based on the information given by the offshore VM agent on 30 July who stated that for the mobile phone element of the Volt package I needed to go to O2, I renewed my O2 pay monthly contract.

    I need assistance because if I am not able to confirm the Virgin Media Broadband,Phone and TV package at the agreed price of 30 July, then I only have one day to cancel the O2 contract - which I have never needed but took as part of the Ultimate Volt deal.

    I don't ever remember things being this complicated, having been here since NTL days.

     

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      6 months ago

      Hi ovo,

      I'm sorry to hear there's been some conflicting information received regarding the contract and price.

      I'll send you a private message now so I can help.

      Please look out for the envelope in the top right of the page and pop back to me when you can. 

       

  • ovo's avatar
    ovo
    On our wavelength
    6 months ago

    Vikki_M 

    PM replied with details. Thanks for your assistance.

  • ovo's avatar
    ovo
    On our wavelength
    6 months ago

    Good Afternoon Vikki_M and/or Forum Team

    I appreciate that this became extremely complicated in a very short time, is there any further information (in addition to that in my PM yesterday), from me which can help?

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      6 months ago

      Hi ovo,

      I've responded to you via private message.

      Please respond to me there and I can assist further. 

      Thank you. 

  • ovo's avatar
    ovo
    On our wavelength
    6 months ago

    Just got this message via PM

    Thank you. Apologies, we're not trying to be obstructive, however as two names have been provided, and this relates to a contract change, we would require the account holder to reach out to us directly please via another channel. We can be contacted on social media on the below accounts.

    https://www.facebook.com/virginmedia/ 
    Twitter/X: https://twitter.com/virginmedia
    If the account holder can please reach out to us directly, we'd be happy to help further there. 

    But I don't, have either facebook or twitter accounts, what am I supposed to do?

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      6 months ago

      Hi ovo,

      In our PM, I also gave the link to all our other contact channels. 

      This is here for convenience.

      Please ask the account holder to reach out to us directly via one of those channels and the team can assist further.

      I'm sorry we were unable to help further here. 

       

  • ovo's avatar
    ovo
    On our wavelength
    6 months ago

    Brilliant work from VM agent Laura last night in a phone call where she cut through all the brushwood that had accumulated in the last two weeks and found a solution which we are happy to embrace. If there were only a way (apart from here) where we could register our thanks for her excellent work.

    Back to the point above, because of a misunderstanding in a PM - I explained that the VM account is in my wife's name but that we share this forum login so either of us can read and post - the forum team effectively washed their hands of this post and the problem. Claiming that two names had been provided and asking for confirmation via Facebook or Twitter, which we do not have.