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Tubsyfatster's avatar
Tubsyfatster
Tuning in
6 months ago

Billing issue - contacting VM

I have had a large increase in my bill from £90 to £134 per month, and just want to speak to someone to explain the changes and possibly have a further discussion. I'm sure its all valid and I am at the end of a promotion period or something, but its literally impossible to speak to a 'real person.

In the last 4 hours I have:

- tried webchat several times - got cut off mid conversation and now cant get back at all. spend a lot of time waiting for responses

- attempted whatsapp option: ' we sent you a whatsapp message, did you receive it?'  No, and then cut off from teh conversation (several attempts)

- tried calling hitting all available options but greeted with an automated voice suggesting an answer, cutting me off, and then sending a text link to information which I already know..

 What could have been a simple and potentially productive 5 minute phone call has now lead to a frustrating 4 hours where I am still none the clearer and getting relatively narked off, which no one needs.

Come on, Virgin, at least make the effort to 'talk' to your 'loyal' customers.....  If anyone can tell me how I can speak to someone real...I'm all ears.....................

 

[MOD EDIT: Subject title changed for clarity]

 

 

 

 

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    6 months ago

    Hi Tubsyfatster 

    Welcome back to the community forums. 

    Sorry to hear of your billing concern. 

    If you're contract has come to an end then we'd have sent a end of contract notification 30 days before this expired. You can also see your end of contract date on all your billing in the breakdown as well as in your contract summary information and summary sheet. If you have come to the end of your contract and want to discuss renewal deals, we wouldn't be able to do this here. You'll see renewal deals on your online account or alternatively you can discuss this further with the team by any methods listed here. 

    Do you know if you've made any changes to you package at all recently, such as upgrades or added any additional channels? The billing with this increase would also explain the reason for any increases you're seeing on your recent bill.