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mjjackson's avatar
mjjackson
Joining in
3 days ago

Contract Renewal Help Price Differs

Hi

Hopefully some one can confirm if im going mad or not! ill try and keep it short

old contract was originally 18m contract for broadband which i added a flex box, i then added the add on subscriptions to TNT/Sky sports/Essential Entertainment Through the app on the flex box 

Ive been online chat for over 4 hours got passed to 3 different people and got no where

Rang this morning and again seemed to get no where!

So.. existing contract was coming to an end (may) i received an email to renew etc

which was to keep everything i currently had (M250/Flex Stream Box/Skysports/TNT Sports/Essential Entertainment) nothing added or removed for £52 a month (£34 Main services and £18 Virgin addons)

The contract actually states £59.70 which i was still ok with at the time because i didn't know it was supposed to be £52 until i started looking through all the emails when this problem arised, Aprils bill will be slightly higher at £63.47 again no problem

I get Aprils bill and its actually for £100 ( i thought it was because of a new contract etc) so i web chatted just to confirm all future bills will be £59.70 and include all my add on subscriptions etc which it was confirmed

Then i get the bill for may £105! web chat for 4 hours hopefully a credit was put on the bill to get it down to £59.70 or £52!!

ive got my old bills and new couple of bills and its like im being billed for all my add ons twice (once in the £59.70 main service cost and again when the virgin add ons get added to the bill)

Heres my bill summarys

Old contract

Feb2025 Your package £23.93 / Flex subscriptions £36.75 Total £60.68

New Contract

April2025 Your package £59.70 / Flex Subscriptions £37.12 Total £100.40 (Inc £3.58 package change)

May2025 Your package £59.70 / Flex Subscriptions £45.35 Total £105.05

I think my main package should cost £34 and add ons £18?

If im being billed twice can i cancel the add ons on my TV through the flex apps? but ill still get the channels because there on my package?

7 Replies

  • Hey mjjackson, thank you for reaching out and a very warm welcome to the community, we are sorry to hear about your package issues.

    If you have took out a subscriptions and then have signed up to the apps separately this would double charge you, do you have two accounts on Netflix for example? 

    When you got your new deal you would of got some paperwork, what price is shown on that? 

    • mjjackson's avatar
      mjjackson
      Joining in

      Hey Matthew

      Thanks for replying so quick!

      I've got a email with a web order states £52 (£34 +£18)

      Also virgin media contract summary sheet stating £52 (£34 + £18)

      But my actual eContract states £59.70?

      I've got no double accounts just the subscriptions to the flex box all created through the TV app over a year ago

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team

        Okay, just to confirm if a change has been made the little extra could be pro rota amount.

        Have you had a bill with new deal yet?

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team

      Thanks for coming back to us mjjackson. I'd be happy to take a further look into this for you however I would need to confirm a few details via private message, please look out for my message and we can get started.
      Kind Regards,
      Steven_L