Please help: my bill is more than 5 times what it should be.
Hello all,
I'm extremely stressed about this current situation, I lodged a complaint last week after recieving notification of a bill of 5 times more than what it should be. I had contact by WhatsApp with the complaints team at VM but they have only increased my stress and worry even more. I cannot afford to pay the amount they're asking on the bill, plus the amount they have said is just completely wrong and unfair.
Here is a summary of my complaint:
I was called in early May 2024 with an offer to upgrade to 1 gig broadband and a deal including calls, hub 5, a TV box 360 box with 1TB recording facilities and a channels package included. I clarified on the phone twice to ask if it needs any extra wires or cable and I was assured that it only needs a HDMI lead and the WiFi.
When the engineer came, he said the box needs a cable and as I live in rented accommodation we cannot have drilling and fitting of wires, I was advised by him to contact Virgin Media customer service.
When I did this it took hours on the phone as the person went through several different account options and restarted the whole upgrade process for some reason for what should still cost the same as the original deal.
Instead I haven't received the SIM card promised but I have been charged a monthly fee in addition to my VM bill for an O2 SIM I haven't been given.
In addition to this, I have only got a TV stream box, not a box with recording facilities or the channels package I would have had with the TV stream box, I tried pursuing and asked for either a discount for the experience to that point as it's worse than what I was originally sold and the fact I was mis-sold the original package was frustrating enough, or a credit or extra channels package to make up for it.
Then the paperwork came through and I questioned the charges on there but the customer service agent the following day said I would have to call once a bill generates and everything will be sorted by then. I have had a bill come through online today but it shows a charge of over £160 instead of around £35 per month.
Please help as I'm spending so much time trying to get this resolved by VM and so far getting nowhere other than increasing my stress levels and worry about what will happen on payment day. I am feeling very desperate.
