Moved house and given unexpected high bill & new contract
Hi all, I'm really not sure where I can get help from so any advice is appreciated.
I bought the virgin media broadband: M125 contract for £26.50 per month back in June 2023 for 18 months and recently moved house in January 2024. I talked to Virgin media via the online live chat and agreed to be moved with the same contract. As in, I would keep the remaining months left on the contract and the bills at my new address will be adjusted to be the same price.
I understood that there will be a fee for fiber installation at the new address and that two month's bill will be charged at the same time. Which I was fine with.
However, after installation I was quite surprised to see the bill stating that I have been charged £42 per month for two months and my virgin account states that my contract has been restarted from January 2024 for 18. I thought that this is just a mistake on the machine's side when changing my address but my next bill still state that I will be charged for £42.
On Virgin media's official website, I can see that the M125 deal is currently being advertised for £24 per month.
I've never had this problem when moving houses with TalkTalk so I am quite disappointed that this has happened with Virgin media.
I don't want to ask for much and just for my bills to be returned to the amount that it was originally when I first signed the contract with Virgin media and for the extra payments to be returned. But the help page on Virgin's help page just sends me in circles and I don't have access to a phone that can ring Virgin directly.
Thank you for reading.
Any help would be very appreciated.