Forum Discussion

anne1974's avatar
anne1974
Tuning in
9 days ago

Nightmare with renegotiated contract

We phoned Virgin to renegotiate our contract well before the current one expired.  £114 for 2 years. We received confirmation email and the new hub.  We promptly returned the old one last week.  Yesterday we received a bill by letter for £267 including a bill for the old hub which they said we hadn't returned. The contract they state is £202!!!  We received this also by email today.  We immediately got on the phone to customer services who asked for our memorable word which we have used for a year now - we were told by the guy it was invalid so hubby told him again, clearly. No, it wasn't right. He didn't seem to have any other way for us to verify our identity.  Now we are locked out of our account.  My hubby is not IT literate and likes to speak to a person.  He is also the account holder so they wont speak to me.  We are also locked out online so I can't get at our account to do anything about it.  We certainly can't afford a bill of this size.  The guy is going to call us back on Monday eve -but I hate this sort of thing hanging over us.  Fortunately we have the confirmation email docs re the renegotiated contract so hopefully we should be ok. Just a horrible situation where my hubby was made to feel stupid. We've never had this problem with Virgin Media before. 

 

11 Replies

  • anne1974's avatar
    anne1974
    Tuning in
    9 days ago

    Thank you for your advice. I now feel I have the tools in my toolkit to deal with these people.  I certainly would like to complain about the inept way this evenings call was handled, regarding not giving alternative way of proving identity. THAT would have solved the issue.well, hopefully) 

    • Ayisha_B's avatar
      Ayisha_B
      Icon for Forum Team rankForum Team
      9 days ago

      Hi anne1974 

      Welcome to our Community Forums and thanks for your post.

      We're so sorry for the poor experience. 

      Do you have access to the online account? The memorable word can be reset there.

      What is the callback on Monday in relation to?

  • anne1974's avatar
    anne1974
    Tuning in
    8 days ago

    Hi. Thank you for reaching out.  Eventually, after changing to Firefox browser from Opera I was able to access our 'My Virgin Media'account and change the password. Once in saw our new renegotiated  contract, for 2 years - at £114 per month for this year, oddly, placed directly above it was the bill for £272, which surely is now not active since the renegotiation. The letter that came through the post with the bill dated 21/11./25 billed us £272 ,including for kit not returned,  which was odd because the new kit only arrived that day - we sent old one back on the 22nd. The bill was in a passive/aggressive tone which rather upset us. Fortunately an email informed us on the 27th that Virgin had received the old kit. Why was the £272 bill still showing - a puzzle to me?   I have no idea why the guy says he is phoning back because he he didn't offer any alternative identity proving questions and just kept flapping about and repeating he couldn't do anything because of the password issue. 

  • anne1974's avatar
    anne1974
    Tuning in
    8 days ago

    We are due to be billed for this on the 15th of December which is surely not right as our £114 contract starts on 21st November. how on earth do we owe £60 from last bill. Virgin credited us with that last month as the person we spoke to said the bill would show as £166 instead of £106 but we were to get that back.  Baffled isn't the word. 

  • anne1974's avatar
    anne1974
    Tuning in
    3 days ago

    Thank you.  I think I have collated all our evidence. Dates and contract documents etc - and the date of bank account outgoing to VM of £106, which we were told would be £167

  • anne1974's avatar
    anne1974
    Tuning in
    3 days ago

    Well, after thinking the guy who called us back had sorted it all, a few days later we logged in to My Virgin Media and found the £272 bill stlll there with no sign of the amendment he said he had arranged. So we are going to have get back on the phone -again. Ayesha_B  please can you PM me - we really need to get this sorted before the Dec 15th when the billing is due. Thanks  

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      3 days ago

      Hi anne1974 

      Ayisha has already PM'd you, asking the first part of account security. You can see your private messages at the top of the page, in the envelope icon, or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down.

       

  • anne1974's avatar
    anne1974
    Tuning in
    3 days ago

    Hi.  Have checked my message envelope icon each day  and it is coming up empty - just says 'no messages! 

  • anne1974's avatar
    anne1974
    Tuning in
    3 days ago

    I've cleared browser cache, tried a different browser, refreshed page several times, signed out and back in, turned ad blocker off but still no messages. Help!!!!

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      3 days ago

      You have 14 days to cancel the new contract without penalty, from the day it started. It sounds like you are being given the runaround until your time has run out. 

      The best thing you can do now is to send a concellation letter by recorded delivery to

      CANCELLATION: Virgin Media, Sunderland, SR43 4AA

      Include the contract number and all your contact information. 

      You can argue about the return equipment later, once the contract is sorted.