Don't Understand Bills

Question

My contract was due to end on the 4th of September 2025.

I called on the 3rd of September 2025 to say I didn't want to continue after that as the price was going up to £174.14 per month.

I was offered a new contract at £63 per month which I accepted.

I was then told there was an issue getting that price for the first month, something to do with the bill already created or words to that effect.

I was told not to worry, the bill would be for the full amount for the next month, the month after that I would be in credit followed by the third month when I would have to pay a small amount, then £63 each month.

I have received emails for the following

Virgin Media Bill - Bill date 20th August, Payment date 12th September, amount £174.

Virgin Media Bill - Bill date 22nd September, Payment date 13th October, amount £174.

Virgin Media Order Documents - A contract summary sheet and contract information sheet, both created 3rd of September.

Virgin Media Thanks for Making Those Changes

This says - Service changes were made to your account on 3rd of October 2025 (Made in the future?)

These changes will take affect on 3rd October 2025

It then says my next bill will be £162 and will be created on the 18th September 2025.

The following bill will be CR £55.10. and include all credits and adjustments based on when the changes took effect, this due 20th October 2025.

The bill dates and amounts don't appear to add up.

And it looks like I am going to be charged £174.14 for two consecutive months despite making it clear, I did not want to stay with Virgin Media at that price.

Can somebody please explain what is happening with my bills.

Cheers

Matthew_ML · Answer

Hey TOL, thank you for reaching out and we are so sorry to hear about your billing issue.&nbsp;
We do bill a month in advance, and there would be some pro rota charges on this bill also.
What bill amount are you expecting this to to be?&nbsp;

TOL · Answer

This bit is what I was expecting to see -

It then says my next bill will be £162 and will be created on the 18th September 2025.

The following bill will be CR £55.10.

That came with the documentation when I agreed the new contract and is inline whit what I remember from the call with the agent.

Cheers

Richardr1 · Answer

In broad terms, and of course I have no idea what was agreed with the agent, but Virgin Media contracts don't end, they just come to the end of their minimum term, which also tends to coincide with the end of any discounts.

Thereafter the contract has a notice period of 30 days, hence the initial difficulty of changing it immediately and not 30 days later.

Agents should be able to override that, even if, as will be the case, the next bill has been generated.

It is worth double checking both the new contract information sheet and the new contract for their commencement date, not the date generated.

TOL · Answer

The new contract suggests the changes will take affect on the 3rd of October and gives the amounts and dates as above.

The problem is they don't match up with a separate billing email i have since received.

So I do not understand when the bill will actually be generated and what the amounts will be for the next few months.

John_GS · Answer

Hi TOL&nbsp;
Thanks for coming back to the thread. I'll send you a PM now to help :).

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Don't Understand Bills

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