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ParagonGB's avatar
ParagonGB
Joining in
5 days ago

VM changed my contract after signing.

Hi Virgin Media team,

I’m looking for help as I’m extremely concerned about a billing issue on my renewed contract.

I agreed to a renewal offer on 2 April 2025 through my online account, which clearly listed the monthly price as £43.85 for an 18-month contract (with a scheduled increase to £47.35 in April 2026 and £70.40 in November 2026). This was confirmed by the order confirmation email I received, which also clearly includes the new Hub 5 router as part of the renewal.

However, on my second bill under this new contract, I noticed the amount is now £70.80. When I check my account, it’s showing a generic 18-month contract at £70.80, which I definitely did not agree to. I have not made any changes or signed anything else since confirming the original renewal. I feel completely misled – it looks like my agreed contract has been overwritten or misapplied.

I have the original order confirmation email and documentation to prove what I agreed to. I’d appreciate if someone could urgently review and restore my account to the correct agreed contract terms of £43.85/month.

Thanks,

Ben.

2 Replies

  • ParagonGB's avatar
    ParagonGB
    Joining in
    5 days ago

    I did speak to them when I first seen it and they assured me it would take time for a online order to update with my contract I did on the order but looks like it either hasn’t or someone has screwed me

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

      Hi ParagonGB 

      Welcome to our forums and sorry to hear your renewal has not gone as planned. We can understand your concern and we want to do our best to help. To best look into this, we have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

      Thanks,