Forum Discussion

jackoroo's avatar
jackoroo
Joining in
6 months ago

Renewed Contract online. Virgin not honoring the contract.

 

On July 8th, I renewed my Virgin Media contract online, clearly receiving an email confirmation with a copy of the new contract outlining a monthly fee of £79. Yet, my subsequent bill shockingly totaled £131. When I contacted Virgin Media, I was met with confusion and told that they have no record of this new contract, insisting I pay the inflated £131 rate.

This situation is utterly unacceptable. I have a valid contract in hand that explicitly states the agreed amount of £79. It's outrageous that Virgin Media is attempting to charge me more, despite the clear evidence of our agreement. This is not just a matter of miscommunication—it's a breach of contract. Does Virgin Media no longer honor contracts they provide? 

 

  • goslow's avatar
    goslow
    Alessandro Volta

    In a past topic, the customer received some pre-contract renewal documents, showing the renewal price, but never completed the renewal process by digitally signing/accepting the renewal offer.

    For clarity, did you fully complete/accept the renewal offer at £79?

    If you did, and you are in possession of a new contract showing the £79 price, your next steps would be a formal complaint to VM first of all

    https://www.virginmedia.com/help/complaints

    (most likely a waste of time resulting in a fob-off nonsense reply) which will then allow you to go to arbitration as per process below

    https://www.commsombudsman.org/our-process

  • Hi jackoroo,

    Thanks for posting and welcome to our community 😊

    Sorry to see there's been some confusion with your package and pricing. We don't deal with package changes here, however I can take a look at the billing. I've popped you over a private message. 

    Alex_Rm