Forum Discussion

Borbas2's avatar
Borbas2
Joining in
29 days ago

Online renewal contract cancelled

I logged into my vm account on the 4th February to check my contract renewal options as my contact would run out on 26th feb.   There was a renewal on there that would give me everything I already had with gig broadband for a bit more than I was paying and that the next two aprils it would go up slightly and this contract was for 18 months, so I clicked the link to accept and Read and agreed the terms and accepted the offer.  I received an email with the contract and all the details.  I then noticed on my account yesterday 24th Feb that the next bill was going to be a lot dearer.  So I rang up today to then be told there was no record on my account for renewal, then they said it had been cancelled, but I had received no emails of this cancellation.  They said they would look and came back to me.  The then would only say it is cancelled and they can’t match the price and will put me through to someonelse.  The person then said something about a sim i don’t have and have not had it  since before my last 18 month contract.  He said the system changes it as not got a sim so can’t have the deal as its volt 600 broadband, which had been changed on my new deal to gig broadband.  This then meant I have had to cancel my contract as of today and will be charged over £150 at the end of the 30 days 27 March.  I have been with virgin for nearly 9 years.

Please can anyone help. Thanks

  • Robert_P's avatar
    Robert_P
    Forum Team
    29 days ago

    Hello Borbas2

     

    Sorry to hear of the confusion caused by the billing since making changes to your package, we appreciate you raising this via the forums.

     

    Have you been able to view the bill and it's breakdown, as you pay in advance for services it may be that the bill covers two months as opposed to one like you have been receiving prior to changing. More details on this can be found here and here.

     

    Let us know if this is the case once you have had chance to look over these.

    • Borbas2's avatar
      Borbas2
      Joining in
      29 days ago

      Hi Robert

      thanks for the response, the issue is I renewed my contract that virgin sent via my account but somehow it got cancelled which nobody told me. I rang up today as I saw my next bill would be £159, but this would be the cost if I was out of contract which I knew I couldn’t be as I had renewed.  So today they said it had been cancelled and they wouldn’t do the contract that I had, so I had to cancel but now I am being charged £159 for  the thirty days notice which is wrong as I had renewed my contract on the 4th February so I am now being penalised for something that is not my fault. Can you help?

      • Robert_P's avatar
        Robert_P
        Forum Team
        29 days ago

        Do you have the documents and contracts from when you agreed the deal originally and confirmation this was accepted? Please don't post them here.

        I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.