Forum Discussion

Cl4ir3B's avatar
Cl4ir3B
Joining in
15 days ago

Contract confusion

I had a notification at the end of August telling me that my contract was expiring and informing my prices would increase. I then went through the process of choosing a new contract, signing it and getting all the confirmation & contract details through saying that my next payment would be £66 and then after that it would be £0.83, then every month thereafter it would be £33.95. So you can imagine my surprise when I open my emails telling me my next bill would be £70!!

On my account online it tells me my contract has expired and offers me a new package for £36.89, but I already agreed to a contract. Where do these numbers come from? Is there a random number generator that offers up these numbers until the customer agrees they're happy?

I have been trying to call customer services but none of the options help me with the above and every time I try to connect to speak to a person the call is cut off. This is ridiculous! I'm so frustrated, Virgin Media is a great provider, but their customer service stinks. It shouldn't be this difficult!

billing
complaint
contract
renewal

4 Replies

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

    Hi Cl4ir3B,

    Thanks for your message. We're very sorry for any confusion caused.

    The screenshot sent shows the changes to the package and price would take place today 26/09/25 however you'd have a bill produced a day prior on 25/09/25 which would reflect the old contract term/pricing. 

    Please don't worry, any pro rate refund due will be on your next bill statement. 

    If you would like us to check the account and contract, we're happy to do so and can send you a private message. 

    Please just let us know 😊

  • 18ender's avatar
    18ender
    Just joined
    6 hours ago

    I have just spent the best part of 4 hours trying and failing to see what the renewal options I am being offered on the website  on the website really include.  (I assume these are for the new contract from 19 December 2025, when my current contract ends, although this is not explicitly stated). The respondents on the chat line and then the phone lines are unable to shed light on exactly what is included in these offers which are "from the back end team."  You cannot contact the "back end team".  In the absence of any proper explanation of those offers, I was given other offers by one of the respondents but was then told I could only have that from today, not when the contract ends.  The apparent reason is that they can only offer 60 days in advance.  Has anybody else heard this?

    Why is this process so arcane and time-consuming.  I think that not renewing might be the sensible thing to do, if only to avoid the incredible complications designed to catch you out, (such as the lack of transparency and the reversing "discounts").  

    Is there any way of seeing the contract before you commit to it?

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      4 hours ago

      Hello 18ender.

      Thanks for your first post and welcome to our community.
      Sorry to hear you're having an issue with the renewal process.

      If you don't mind, I'll need to send you a private message to pass security. 
      If you can check your logo at the top right of your screen, that would be great. 
      Gareth_L

       

       

    • Anonymous's avatar
      Anonymous
      4 hours ago

      OK, here’s what you need to do, firstly nothing at all. Over the next few weeks, investigate alternative suppliers available to you, speeds, TV and/or phone provision, how much, how quickly can they install etc. You then wait another month or so until you are within the 30 day point until your current contract comes to the end of its minimum period. Then and only then do you contact VM and see what they offer. If you don’t like it then give them notice to cancel and you will go elsewhere.

      Now do you by any chance play ‘Poker’? Because it’s all a game of bluff and counter-bluff, you cancel, now almost certainly VM will get back in touch with a vastly better offer; but they might nit. In which case they have called your bluff, but you have alternative suppliers to fall back to, haven’t you.

      The worse thing is to cancel, VM don’t call you back and you call them, basically begging for a ‘better’ deal. You might get a slight reduction in price but a massive red mark (possibly flashing) will show up on every customer services agent screen if you ever subsequently call claiming ‘offer this person nothing - he may threaten, but if push comes to shove he absolutely will back down and accept anything you demand’.

      Your choice.