Forum Discussion

lewrich_92's avatar
lewrich_92
Joining in
13 days ago

Bills since renewal wrong

Hi, I renewed my contract in February for another 18 months on the understanding that my broadband plus sky sports and Netflix would be £61.50 and then £65 from April. The broadband deal at £30 is correct but the Sky Sports charge is still the full amount at just below £40. Based on the deal offered, it should be around £20 now and then roughly £23.50 per month from April? 

I was charged £92 for my February bill. With the Sky sports discount it should have been more like £73. I have been credited for the February bill off my £30 charge, but with the full Sky sports charge I’m still paying £60, when it should be around £40 for this month? If the current charge structure continued I would be paying between £75-80 rather than what was stated on the phone call.

Any help from Virgin would be appreciated.

Thanks

 

  • Robert_P's avatar
    Robert_P
    Forum Team
    12 days ago

    Hello lewrich_92

     

    Sorry to hear of the billing confusion since changing your package, we understand you raising this via the forums and welcome to the community.

     

    When a change is made, the first bill covers 2 months as we charge in advance. The package is set up with an overall discount, the discounts are applied to each service and they would always show on the bill as the full price.

     

    You can view your package and cost here, you will also receive a bill each month. The bill will include any promotional discounts currently on the account, they're value and the date they're due to expire outlining the package cost after they end. These can be viewed here.

  • lewrich_92's avatar
    lewrich_92
    Joining in
    12 days ago

    Hi Robert, thanks for your reply.

    Apologies if it is just the case I’m misunderstanding but my confusion here is that previous discounts on my flex options came up as a credit under the discount on previous bills. The top of my old bills had the amount for flex after credit. The bills since renewing does not so that suggests that what was agreed is not going to be implemented. 

    My flex is showing as full price minus a small 10% credit, suggesting that my broadband is £30 and then Sky Sports at £38.75 and Netflix at £10.99. This would be £79.74 minus the small credit. Netflix is fine as that is the charge I am expecting. It is the Sky Sports package which is the question. 

    Essentially what I need to know is if my bill until April is going to be £61.50 and then £65 after that. Or where has that figure actually come from? This offer stopped me from moving to Sky when I discussed with your retention team.

    Thanks again for your help!

    • Paul_DN's avatar
      Paul_DN
      Forum Team
      12 days ago

      Hi lewrich_92,

      So we can take a look for you I have sent you an invite into a private chat, please click on the white envelope to accept.

      Regards

      Paul.