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Gxilhermesantos's avatar
Gxilhermesantos
Just joined
19 days ago

Unexpected new contract?

Hi, I am writing this in hope of a resolution and an explanation to my issue as I am lost at how to get support.

I took out a virgin media contract at my previous address for the 1GB volt package. I moved last year in June to a new house and transferred my package to my new property. I was assured the package & pricing would continue as normal for the remainder of the contract.

However, today I received a bill for the FULL package price without my discount as the discount has supposedly run out, however my contract does not end until November. I don’t understand why my contract has not ended and why I am getting charged the full price.

This is completely unwarranted and not what I agreed upon. It has definitely tainted my perspective of Virgin Media.

I would like my service to either:

(1) be cancelled and the original contract honoured, or

(2) for the discount to be reinstated for the extended contract length and for the extra amount paid this month to be credited back to me.

bill
billing
complaint
contract

2 Replies

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    18 days ago

    Hi Gxilhermesantos 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear these concerns about your contract following a move & transfer of your services to an alternative address, and your recent bill. 

    Usually when you complete a move, your services are transferred over to a new account under the new properties address. We need to create a new contract as the old one is tied at the former address - but we then match the price and contract duration as closely as possible to what it was previously. 

    We will need to investigate what's happened here after clearing a few details via PM. We can then help get a formal complaint raised if needed, and offer support with a resolution. 

    If you can please keep an eye on your Inbox 📩 in the top right corner of the page, where I will send a message offering support. 

    We can return to this public thread with an update again when possible. Thanks for your patience in the meantime! 🌞

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      7 days ago

      Hi All 👋 Just returning to this public thread to keep things updated. 

      Thanks to Gxilhermesantos for PMing with me - we were able to confirm the details needed to take a closer look at the contract details and offer support with the complaint. 

      I'm pleased to confirm a member of the complaints team had already been in touch regarding a resolution which we were then able to confirm and implement to resolve things. It involved amending the billing and adding some hidden rolling credits for the remainder of the contract to match the original agreed price from the old account. 

      Glad to see it all sorted! Wishing you all the best. 🌞