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Eszter's avatar
Eszter
Joining in
15 days ago

Charged more than agreed

Hello,

 

I’ve renewed my contract on the 23rd of April over the phone. The old contract ends on the 30th of May 2025. Been with Virgin Media for 15 years. The new contract shows £73 per month. However on the Virgin media App it shows £100.86. Even on the PDF file bill. 

I’ve called Virgin media 3 times since. Every time I get a different response. I was told that my first payment will be £71.50. Then I was told that because I’ve ended my contract and started a new one that’s why it’s £100.86. However I’ve looked back old bills and when I renewed my contract it showed every change, however on this new one it just shows that my new bundle is £100.86. That’s not right! 

Why doesn’t it show what I was told? I was never told about £100.86 on the phone. Only found out on the app few hours after renewing my contract. 

Any help would be much appreciated. Thank you. 

1 Reply

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    15 days ago

    Hi Eszter, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear there's been some issues with your bills after renewing your contract. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

    I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks,