Forum Discussion

karma_mechanic's avatar
karma_mechanic
Dialled in
2 years ago

New contract, but latest bill doesn't reflect it.

My broadband M350 contract was coming to an end on December 26th, so in early December I chose to renew for 18 months for £24 per month. I received two PDF files CSS100169900220, and CIS100169900238, detailing the contract.

Recently I noticed that my old contract had apparently ended but there was no sign of the new contract, so I used live chat to query it. After a lengthy discussion I was assured that the new terms would indeed start, and my payment would definitely be £24 a month continuing from the old terms.

Now I've checked, and I have been charged £63 with a bill date of 21st December, with no mention of the new contract.

Could someone investigate please? I feel as if my new contract has been lost somewhere, and in the meantime I am being overcharged.

 

  • tomba's avatar
    tomba
    On our wavelength
    2 years ago

    Oh. no! This does not bode well for my M125 at £22 renewal "promise". My Account shows £31 and nothing relating to my "deal". I did 'phone 150 from VM landline and, eventually, was told that my Account in VM shows £22 total payment "going forward" and next bill also £22. It's crazy that what I see in no way reflects what is agreed/ actually happening! I feel your pain!!! GOOD LUCK!

    • karma_mechanic's avatar
      karma_mechanic
      Dialled in
      2 years ago

      In my case 'my account' simply says that my contract runs until 26th December 2023. Nothing further, in spite of having renewed. Luckily I have the contract documents for the renewal, it is just the billing that doesn't seem to match. Having been assured on the chat that the renewal will take 15 days to process I was hoping it would be straightened out by now.

      Renewal docs are dated 6th December.

      • Kath_P's avatar
        Kath_P
        Forum Team
        2 years ago

        Hi karma_mechanic, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        We're sorry to hear you've been having an issue with getting a new deal applied. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

        I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

        Thanks, 

  • Rooney11's avatar
    Rooney11
    Joining in
    2 years ago

    This has happened to me. Just checked my credit report.

    i am moving abroad & needed to extend my contract by 1 month. So virgin media have reported that I missed a payment & my credit score has dropped 110 points even though I was a so called valuable customer & they wanted me to stay.I did not cancel my direct debit & they took the money when they said they would. So my house sale has not completed again & have extended by another month so now I expect Virgin media to report me again for non payment. Looking back at my credit score they did this in 2022 when I renewed my contract. 
    Not impressed that you are a valuable customer that you get treated as a criminal for non payments when they advise when they are taking a payment & they get it when said!

    what a joke!! 😬

    also my app is showing restricted due to non payment

    Virgin media needs to get their act together. Get payment & you get put on the naughty step

    Angry to say the least