Hello,
I had a virgin contract for £71 which did not kick in and the representatives could not find despite me having the contract documents. I was told they could not give me this offer but that they could put a new contract in place for £105.75 and add a credit deduction to bring it down to the £71 a month. I have been charged £158 this month. Could I get some help to understand and fix this please?
DreLC wrote:Hello,
I had a virgin contract for £71 which did not kick in and the representatives could not find despite me having the contract documents. I was told they could not give me this offer but that they could put a new contract in place for £105.75 and add a credit deduction to bring it down to the £71 a month. I have been charged £158 this month. Could I get some help to understand and fix this please?
If you have the documents, it is an accepted offer. It should show in your My Virgin Media Portal too under Billing from memory. They normally email a copy too.
Hi DreLC,
Thanks for posting and welcome back to our Community Forums.
Sorry to hear about this contract confusion! If we're trying to re-create an offer that another agent has provided, but we don't have the same discounts as them on our own system (Subject to departments) we would reflect the package and then pop a rolling credit on to bring the price down to the agreed amount.
To do this we would need evidence of the agreed package like an email confirmation, we would also check to see if this was consented to on our side 😊
It sounds like the agents have done the re-creation steps, but something has gone awry with the credits thereafter - We can look into this though so please don't worry!
I'll send you a PM now so we can get started.
Speak soon!
Meg
Hi DreLC,
Thanks for chatting with me in our PM's, it was lovely to help you and I am really glad we managed to get this sorted 🤗
If you need any further help with anything else, please do let us know!
Have a lovely weekend 🌞
Thanks,
Meg
