Forum Discussion

Servalan's avatar
Servalan
On our wavelength
5 days ago

Reduced package but still being charged full amount

I changed my package at end of contract as follows:

 

Quick recap of what you now enjoy:
Your new package now includes:
Phone: Weekend chatter 
We've removed:
TV: Mix TV - TiVo Monthly Fee
Phone: Talk Weekends 
Here's how your changes take effect:
Service changes were made to your account on 26th April 2025 
These changes will take effect* from 26th April 2025 
Your next bill will be £81.25✝ and will be created as normal on 25th April 2025 
The following bill will be CR £36.75✝ and include all credits and adjustments based on when the changes took effect, this is due 23rd May 2025 
Your new monthly bundle cost thereafter is: £37.00✝.

However the 26 Apr bill is £95.00, so what's going on? 

The new contract starts 26 April, and this new bill also dated 26 April covers 16 May to 16 June so it must be incorrect.

I suppose I need to phone them to sort it out but it's annoying I have to because I've got the new contract and it clearly states the new price. 

Looks like one department isn't talking to another department.

Servs

2 Replies

Sort By
  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    4 days ago

    Hi Servalan 👋 Welcome back to the community forum!

    Thanks for taking the time to post, and raise these concerns about your billing. 

    Based on the information provided, it may be that your first bill on the new contract has included service charges for 1 month in advance. However, we'd need to take a proper look at the account and printed bill so we can investigate what's happening and offer further guidance and support. 

    I will send you a PM to confirm a few details and take a closer look. You can find this in your Inbox 📩 in the top right corner of the page. Thanks for your patience in the meantime! 🌞

  • Servalan's avatar
    Servalan
    On our wavelength
    2 days ago

    Update... I phoned Virgin and they told me my new contract is in place but I would still be charged £95, this would be credited on the next bill.

    I challenged this as I was told it would be £81.25 and they agreed to amend my payments to:

    May £47.50 
    Jun £0
    Jul £24.83
    Aug onwards £37.00 

    I have an email confirming this.

    As for my cancelled service still working, they assured me that it has been disconnected, and that there must be an error in the system, and to 'check every day' to ensure it is disconnected. Strange! I will keep an eye on this and get in touch if it's still working in a week.