Billing Issue After New Contract – Discount Missing (Despite being mentioned on bill)

Hi Virgin Media team,

I’m hoping someone can help with a billing issue after what’s been a bit of a nightmare to get sorted initially.

After giving notice to cancel, I was contacted by your Outbound Retentions team and agreed a new 24-month contract starting 12 May 2025. The deal was for the Big Volt Bundle with Talk Weekends at £24/month, including a £44 discount off the standard price. This was confirmed in writing, and the contract documents are all correct now.

However, on my latest bill, I’m being charged the full price of £68, with no sign of the £44 discount being applied, even though the bill mentions the discount in the notes:

"You're receiving a £44 discount. If you change your package you may lose this discount, which ends on 11 May 2027."

So the system seems to acknowledge the discount, but it’s not reflected in the bill total.

Could someone please check:

1.  Why the discount isn’t being applied correctly,
2.  When I can expect a corrected bill, and
3.  That future bills will show the correct discounted amount of £24/month.

I’ve already spent a lot of time chasing this to get the right package and deal set up, so any help resolving the billing side would be greatly appreciated.

Thanks in advance,
HappymanUK