Forum Discussion

MrTIMarshall's avatar
MrTIMarshall
On our wavelength
10 days ago

High Bills, Strange Billing, Understanding It All

I'm not entirely sure which section to choose from to ask my question, so I do hope I've chosen the most appropriate board from the available. 

The only service we have with Virgin is M350 broadband, no landline, and looking at the cost of the current listed Virgin Media packages for their 'without landline' option, for the past year we have been paying more than the 1130Mbps option, yet are down as being on the 350Mbps option

Currently Available Broadband Packages
- As shown here

  • 132Mbps
    £25.99 a month
    Increasing to £29.49 a month from April 2026.
  • 264Mbps
    £29.99 a month
    Increasing to £33.49 a month from April 2026.
  • 362Mbps
    £29.99 a month
    Increasing to £33.49 a month from April 2026.
  • 516Mbps
    £32.99 a month
    Increasing to £36.49 a month from April 2026.
  • 1130Mbps
    £39.99 a month
    Increasing to £43.49 a month from April 2026.


My Last 12 Month Payments

  • 08 Apr 2025 £51.61
  • 10 Mar 2025 £48.43
  • 10 Feb 2025 £48.43
  • 08 Jan 2025 £48.43
  • 10 Dec 2024 £48.43
  • 08 Nov 2024 £48.43
  • 08 Oct 2024 £48.43
  • 09 Sep 2024 £48.43
  • 08 Aug 2024 £48.43
  • 08 Jul 2024 £48.43
  • 10 Jun 2024 £48.43
  • 08 May 2024 £48.43

 

What My Next Bill Says

Changes to your bill
This is a quick reminder that due to our annual price rise, your new monthly bill will be £51.61 from 4 April

  • Amount Due: £73.38
  • Bill Date: 16 April
  • Payment Date 8 May
  • Bill breakdown
    • Your package (4 May-3 June) £73.38
      • Your package total is made up of ‘main’ and ‘add-on’ services
      • Main: £63.71   Add On: £2.01
    • Bundle charges £81.04
      • M350 Broadband
      • Homeworks
    • Promotions & discounts Credit £7.66
      • You're receiving a discount that ends on 08 May 2025
      • Homeworks discount



Understanding Everything

I have no idea what 'Homeworks' is, what any of the add on options we apparently have, there are lots of different floating figures about the place, starting off by saying it is going to rise to £51.61 yet the next bill showing to be £73.38.

I am very lost with all of this, I was pretty oblivious to this being the situation, I was prompted by a friend telling me about theirs, and never thought I would discover all of this.

Thank you for any help in advanced!

Edit: I included the prices for the "Without Landline" option as several months ago now, probably longer than I'm thinking, but I cannot recall when, I did phone up and have our landline disconnected, as we were not using it. I have found that an M350 option does exist which shows to be £29.99 per month going up to £33.49, yet we're still paying much higher than this, based on the current price, for our last 12 months, that's a £224.46 difference just for the last year...

5 Replies

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    10 days ago

    The prices you see on line are to attract new customers, so they include a discount for the first contract period only. Then they revert to the full (but negotiable) price. 

    It appears from the above posts that you were on the introductory discount (or another negotiated discount) and this has come to an end. So they now want to charge you the full price. 

    You might be able to get a reduced price by taking the "thinking of leaving us" option on the phone, but you'll be talking to a trained person who will try hard to persuade you to stay. It may be helpful if you can get a competitive price from another provider's website. 

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    10 days ago

    Thanks for reaching out to us MrTIMarshall, and welcome back to our Community Forums!

    Sorry to hear of the confusion caused over the billing on your services.

    It looks like your agreed monthly rate was £48.43 and then increased to £51.61 due to our annual price increase that takes place in April.

    With this, the bill you itemise shows a billing period of 04 May to 03 June, with this then showing a discount is due to drop off.

    It may however also be worth viewing your contract to see if this has also come to an end to see if any further discounts have dropped off.

    In terms of Homeworks, more information on this add on can be found here

    Thanks

    David_Bn

    • MrTIMarshall's avatar
      MrTIMarshall
      On our wavelength
      10 days ago

      Hiya @David_bn

      Thank you for your reply and the clarification so far.

      Unfortunately, the link you provided isn't working for me — even though I'm logged in, it always shows:

      Oops!
      To access this page we need you to sign in to your account.
      Sign in to My Virgin Media

      In the past, staff here on the forums were able to look into my account directly, which I really appreciated. I do struggle with navigating these things due to disabilities, so I find written communication like this much easier than trying to call.

      Is there also a messaging or live chat option available where I could speak to someone from VM? That would really help me.

      I’m currently paying £48.43 (rising to £51.61), and from what I can see on the current pricing for broadband-only deals, that’s significantly higher than the price for the same M350 package now — which is £29.99 a month (£14.44 cheaper). I would definitely expect to be on a higher speed package for what I’ve been paying, especially over the last year.

      Thanks again for your help — I’d really appreciate if someone could look more closely at my account and explain what’s been happening.

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team
        10 days ago

        Hi MrTIMarshall.

        Thanks for the update on this, to look into this we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
         

        Thanks.
         

        Sabrina

  • goslow's avatar
    goslow
    Alessandro Volta
    10 days ago

    You will need a VM person to go through your billing with you and explain the changes.

    April each year will see the annual price rise added to your bill.

    'Homeworks' is an add-on support package at extra cost. We see numerous topics on here where the VM sales agent has included it without the customer's knowledge. Go back through your bills and find when the Homeworks entry first appeared.

    You need to view your minimum term dates, contract discounts etc. in 'My Virgin Media'

    You are likely to have precipitated changes when you cancelled your landline. The world of VM involves selling bundles of services to customers and offering discounts on the bundled package. When you unbundle a package (by removing the landline, for example) you may well find you price has increased. You may also find you have started a new minimum term period by removing the landline.

    A VM person should reply here within a few days and be able to go through it with you.