Forum Discussion

Josh1993's avatar
Josh1993
Tuning in
4 days ago

Signed New Contract on 22/07/25 via deal online but now my bill is showing as double!

Ive just been on the phone. I have my pre-contract information and order number etc. from 22/07/2025 when I took out a new 24 month contract at £32 for 250mbps broadband and Homeworks. My upcoming bill is showing as over £60.

Ive been told on the phone that the order did not go through and now are trying to offer me a different deal which is more expensive! This is totally unacceptable.

I have my emails from when I placed the order to prove the order.

6 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    4 days ago

    Why do you have Homework’s, btw?  It’s very unusual for users to use this facility as it has a monthly cost. 
    As for the mistake in the contract price, that’s not unusual…

    • Josh1993's avatar
      Josh1993
      Tuning in
      4 days ago

      Im glad somebody asked this question. I dont know why I have homeworks! It must have been snuck onto my bill without my knowledge. Ive never worked from home, never will and would never have asked for it! Ive had it removed today and when I asked why it was on my bill one of the staff said that Virgin automatically placed around 90% of customers onto it during covid lock down......... I didn't try to have a good moan about it as of course I should have checked my bill, however I do think it is incredibly sneaky and completely wrong for them to have done this!! I do believe everybody should check their bills as they may be surprised.....

      • jpeg1's avatar
        jpeg1
        Alessandro Volta
        3 days ago

        This is exactly why every VM customer should check every bill.

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

    Hi Josh1993 

    Welcome to the Community Forums 

    Sorry to hear of your concerns with your billing after renewing. 

    We can see on the systems on our side that you've since been in touch with the team, and this looks to be all resolved for you now. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

    • Josh1993's avatar
      Josh1993
      Tuning in
      4 days ago

      Hi Carley,

      Yes all sorted now. Spoke to a guy called Ian who was very helpful, fully understood my queries and understood the problem. He eventually managed to get it all sorted out thankfully! He was able to access the emails I had previously received when I took out the deal back on the 22/07/25 whereas the guy I spoke to on livechat basically just told me it doesn't exist and he will see what deals are on offer at the moment. The first guy I spoke to abroad, obviously from your overseas call centre, basically just ignored everything I was saying and tried to offer me a 'deal' which was more expensive that what I had signed up to and just said that he can't see that I had taken a new contract out and it hasn't gone through etc. Even after explaining that I have the pre-contract information and an order number etc. he was just not interested.

      The customer service is totally unacceptable and its a shambles that different members of staff clearly have different access rights and some are not equipped to deal with customers correctly. I had a look on the forum whilst speaking on the live chat and on the phone and found multiple others experiencing the same issues I have today. You NEED to rectify this. I hate to think the amount of people particularly the elderly or people who are a bit less on top of their bills etc. that are absolutely having their pants pulled down.

      Thanks to Ian for rectifying the issue, but the rest of Virgin Media really need to do better......

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

        Sorry to hear you feel this way, Josh1993 

        We're glad to hear that Ian was able to get this fully resolved for you. I'm sorry to hear that recently our standards have slipped when it came to receiving support. This is not something we like to hear. We pride ourselves on offering the best support possible, so it disappoints us when this isn't given. We always take on board the feedback we receive so we can collect the information and use it to learn more about the areas we need to improve. We will certainly pass this information along to the relevant teams.