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bazzauns51's avatar
bazzauns51
Tuning in
4 months ago

Difficulties with contract renewal offer

I am a pensioner and I have been with Virgin for over 30 years, I only have broadband and phone (which we never use). I noticed in December that I had a contract offer on my online account which looked OK. It was £21.54 I was subsequently sent an pre contract email confirming the amount. I got my bill today and the amount was £37.68. Today and after several attempts spoke to a lady who told me that I was paying £22.48 before the new bill today and she new nothing of the pre contract offer, and said that I should pay £39.00. At this point I said I wanted to leave and she put me through to a guy who knew nothing of the pre contract offer and offered me £25.00 deal which was OK. On my account today my contract offer is £27.20 rising to  £30.20 in April. In total I have been given 9 different monthly amounts. Hope it all makes sense.

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  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    4 months ago

    Hi Bazzauns51 👋 Thanks for taking the time to get in touch and raise this to us!

    Sorry to hear about your experience in renewing your contract, and difficulties in trying to get this resolved with us. We'd like to investigate what's happened and help get things sorted!

    We will just need to take a closer look at the account to offer further support. I will send you over a PM to confirm a few details, and then we can return to this public thread with another update when possible. You can find the PM in the top right corner of the page in your ✉ Inbox. 

    Thanks for your patience in the meantime! 🌞

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    4 months ago

    Hi All 👋 Just returning to the thread to keep it updated. 

    Huge thanks to bazzauns51 for PMing with me 📩. We were able to locate the contract documents needed to ensure they are on the correct services package at the lower price. I was also able to ensure the upcoming billing amount accurately reflected this. 

    Please to see things all resolved! Hopefully there are no further issues, but you can always pop back here if you need further help. Wishing you all the best! 🌞