Forum Discussion

Mike9299's avatar
Mike9299
Tuning in
7 months ago

DD increase today but no communication on why

My direct debit paid today was a fair amount more than usual. I was informed of this amount as per monthly advice but didn't know why (extra phone charge maybe?).  My billing/contract details still s...
  • newapollo's avatar
    newapollo
    7 months ago

    Hi Mike9299 

    You should receive an email each month advising, 'Your latest Virgin Media bill is now ready and waiting for you online.'  It should also detail the amount due.  This is always sent to your contact email address which is usually different to the account (My Virgin Media) email address. 

    You may not receive these emails if you haven't marked Virgin Media as a safe sender - in that case it's very possible that the VM emails are treat as junk and automatically moved to your spam/junk folder.  You can always check and update your contact email address if desired when logging into My Virgin Media.

    If the bill was higher than usual due to the annual price rise then there would have been additional text on the email advice such as, ' Your bill may be higher this month due to the April 2024 price rise taking effect. To see if you're affected, visit April 2024 Price Rise for your price details.'

    Your email advising when the next payment is due and that your reduced contract is ending soon would detail the new cost and look similar to the one shown at the bottom of this message. 

    VM do offer other methods to either negotiate a new deal or cancel rather than speaking on the phone, however they do take longer as phone calls take priority.

    You could try the live messenger chat on the following page

    https://www.virginmedia.com/help/leaving 

    You can also speak to the team in a messenger format using WhatsApp on 0780 3089 684. 

     

     

     

Mike9299's avatar
Mike9299
Tuning in
7 months ago

I posted here on Tuesday asking for clarification of an increase to my direct debit and questioning the enormous increase in charges. A day later (yesterday) I received the first communication of my contract ending and disparities in prices on renewal. Previously in my 16 years with Virgin, I've received clear and well advanced notification of any changes but not this time.

 

For example, it stated that my current contract was £45.07 whereas I've been paying £42.43 since April, though my contract details still have £39. The reversion rate on that differs from the email reminder sent yesterday, where it appears that my charges will virtually double.

 

As my hearing is impaired, phone calls are problematic, and I would appreciate assistance in clarification and a reduction of my package cost, or maybe a change of package, though our usage hasn't changed for years and our broadband requirements are low (no streaming etc.)

 

I look forward to your help on this, as the forum has been very helpful on a previous occasion.

 

M.A.Reed

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    7 months ago

    Hey Mike9299, thank you for reaching out and I am sorry to hear you are a little confused. 

    Just to confirm are you looking for a renewal? 

    if so you can do this here 

    Discounts do only last for so long and we send these out in advance.

  • japitts's avatar
    japitts
    Very Insightful Person
    7 months ago

    Your contract and each monthly bill, states the full price of your current package, together with details of your discounts.

    Are you saying these amounts differ?

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      7 months ago

      Thanks for jumping on, please do let us know Mike9299 🙂