Forum Discussion

davidwr94's avatar
davidwr94
Settling in
3 days ago

Final bill

Hi,

I had a contract with Virgin which began on 22 December 2023 and covered an 18 month period under which I received a discount, therefore my promotional period would end on 21 June 2025 and the charge for my service would increase from 22 June 2025.

I gave notice of cancellation on 17 May 2025 and requested that my service be disconnected on 21 June 2025 (to avoid the charge increasing). This was all confirmed, received an email saying service would be disconnected on 21 June and that's exactly what happened - no issues there.

My final bill was issued to me on 20 May and I was charged almost double my normal monthly amount. The bill covered the period 26 May to 26 June (so after my service would have disconnected). I spoke to a virgin employee on live chat and they explained that they bill in advance and that the charge was higher than normal because it covered a period after my promotional period ended, but said not to worry as the final bill would be reviewed after disconnection and that the difference in price would be refunded back to me.

A month on from disconnection and I have received no word from Virgin (other than to try and charge me for equipment I have already returned). So I contacted them through the live chat again to understand when I could expect my refund. The guy on the chat then told me that no refund was due as the final bill was "out of contract" and that the higher price was correct. Despite me explaining several times that this was not the case, he refused to accept that my service ended on the same date as my contract. My question is, what do I do now? I have my contract which clearly states that the increase in the monthly fee shouldn't occur until the 22nd June so I have definitely been overcharged for the service but no one at Virgin is willing to accept this.

final bill
refund

3 Replies

  • japitts's avatar
    japitts
    Very Insightful Person
    3 days ago

    You've been correctly advised that VM, in common with many telcos, continue to bill you as normal until your services are disconnected.

    Within 45days of disconnection, you'll receive a final bill which usually contains final credits for service billed but not used.

    Read the section headed "how does my final bill work" under https://www.virginmedia.com/help/leaving/

    • davidwr94's avatar
      davidwr94
      Settling in
      3 days ago

      Thank you for the reply. I had read elsewhere that it was 30 days. It is not a problem that I haven't received the final bill/credits, but what is concerning me is that I've been told by a VM employee that the higher bill correctly charged me for out of contract services, which makes me think that no refund is coming. I want to make sure that this is corrected as I was reassured when I gave notice of my cancellation that I wouldn't actually end up paying the higher amount. It seems VM aren't particularly joined-up when it comes to their communication

      • newapollo's avatar
        newapollo
        Very Insightful Person
        3 days ago

        Virgin continue to bill you as usual until your disconnection is complete. This helps to make sure your final month of service isn’t interrupted.

        You will therefore probably see charges that go beyond your disconnection date, normally because your cancellation date takes effect mid billing cycle.

        Once your services are fully disconnected VM recalculate what you’ve used and send an adjusted final bill  detailing any credits you may have for the services you haven't  used. They then refund those monies.

        For example my billing date is the 23rd July, but it covers the services between the 19th July and 18th August. So if my services  were cancelled and disconnected on 26th July then I would expect to receive a revised Final Bill with credits to cover from 27th July to 18th August.