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kubraduzova's avatar
kubraduzova
Joining in
7 months ago

Agreed package but then charged more

Hi, my account number is [MOD EDIT: Removed]. I recently renewed my Virgin Media home internet contract over the phone. We agreed on £26, and I confirmed with the customer service agent that there wouldn’t be any extra charges. However, my latest bill is £76 without any explanation. I only noticed because I checked my bill details; it seems like Virgin is charging extra without notice.

 

I’ve been trying to contact customer service, but it’s very difficult to reach anyone. Why is my bill more than double what we agreed on? My package is just for home internet – no phone or TV. Could someone from Virgin Media please reach out to me about this? If I can’t get this resolved and get my money back, I’ll have to cancel my membership. This has been a terrible experience.

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    7 months ago

    You are not the first to have this happen, and I doubt you will be the last. You may get offered some help here, but make sure it doesn't drag you over the 14 days cancellation period, which is the only sure way of getting out of the trap. 

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

    Hi kubraduzova,

    Thank you for your post and welcome to the community. 

    I'm very sorry to hear about the bill on the account. 

    We can certainly take a look into this for you. 

    I will private message you now to confirm your details. 

    ^Martin