Contract Renewal

Question

Hi I was wondering if anyone has had the same problem I received an invitation by email to renew my contract for the next 18 months at the same price it had been for the past 18 months I rang virgin to check that it was genuine and it was so I renewed this was at the beginning of September on the third of September I had the confirmation email saying it had gone through and what&nbsp; my new monthly payment plan would be when i checked today it hasn't gone through and my bill is the price it would have reverted to had i not renewed any help would be appreciated&nbsp;

Matthew_ML · Answer

Hey And3, thank you for reaching out and I am sorry to hear this.
Please do remember there would be a 30 day notice on the upgrade it wouldn't start right away.
We also bill a month in advance, what date does your paperwork state this would start?
&nbsp;

And3 · Answer

Hi Matt it states on the email that the new contract starts from 2nd October but that the September payment would be £69 billed on the 23rd and then the October payment would be £47.35 on 23 October then £56 a month after that but the bill is saying £75.06 which is what it would have reverted to had I not taken out a new contract

Matthew_ML · Answer

Just to confirm it states a different price to what you have signed up to?
Please remember there would be some pro rota charges included in this and we do bill a month in advance.&nbsp;
Let us know if it is the wrong price compared to your paperwork

And3 · Answer

Yes I was on an eighteen month fixed deal which ran out on the first of September the price after my deal ended would have been £75.06 but like I said I was offered a new deal for a further eighteen months at £56&nbsp; the confirmation email stated the first payment billed on 23rd September would be £69 but it isn't it's £75.06 the price it would have been had I not taken the deal

Kath_P · Answer

Hi And3,&nbsp;
Thanks for coming back to us on this. It sounds as though the estimated billing charges have already taken into account the pro-rata charges from the change however as the change won't go through until October, the pro-rates can't be added.&nbsp;
It would be best if we can look at the account to explain things better for you. I have sent you a direct message to get some details and pass security in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊
Thanks,&nbsp;

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