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frglobetrotter's avatar
frglobetrotter
Joining in
2 years ago

new customer bill increase

Hi, I've joined VM as new customer in mid-January 2024 with a 18 months contract package.

I'm surprised and disappointed to receive an email notice today from April my bill will get an increase- just 2 months after joining the contract (??)

According to VM website it says " if you have recently joined or recontracted and we have informed that you that your annual price rise will take effect from April 2025, you will not receive a price rise in April 2024." 

Can someone from VM review on this please

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  • FlockWallpaper's avatar
    FlockWallpaper
    Up to speed
    2 years ago

    When you received your contract documents did it state, as per the second part of the website quote, “and we have informed that you that your annual price rise will take effect from April 2025”?

    If it didn’t explicitly state that, then the April 2024 rise is valid, and, I’m afraid they may well hold you to it. Of course, if it did, then VM attempting to hold, you to it, would be breech of contract and won’t fly.

    Please, do back and check the contract you agreed to in January, including the small print.

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    2 years ago

    Hey frglobetrotter,

    Welcome back to the community and thanks for taking the time to post.

    Have you been able to get this looked into further since you post yesterday? Does your contract state that your price increase will start from 2024 or 2025?

    Kind Regards,

    Steven_L

  • golden86's avatar
    golden86
    Dialled in
    2 years ago

    I think the virgin contract says your bill will increase every April.... Doesn't specify 2024 or 2025. 

    Also why does the website choose to use very vague wording "recently joined or recontracted". Why not specify a clear date, if you have joined from X date. The O2 website has much clearer wording "If you joined us from 8 February 2024, your price increase will be from April 2025." NOTE: this last sentence is from O2. 

    Also can VM please clarify which date is used, so if a customer signs up on 1st Feb on the website, however their installation and service activation date is 1st March. So which date is used?

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      2 years ago

      Good evening golden86

      Thanks for your post on this thread.

      All new customers sold to on or before Wednesday 7th February 2024 will be subject to a price change in 2024.

      Best wishes.

      • simpleian's avatar
        simpleian
        Joining in
        2 years ago

        Hi John

        I renewed my contract on the 8th February and have been notified of an increase. I am on the phone to your team and they are saying "sorry" for being told differently when I took the contract out but essentially 'tough luck'.??!!