Contract renewal nightmare

Hi Mai_Tam.

Welcome to the Community Forums. 

Sorry to hear of your contract renewal concerns. 

We can certainly take a look at this on our side to see if we're able to assist. Please join me in a private message so I can locate your account and pass the account security. You can see your private messages at the top of the page, in the envelope icon, or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down. 

I'm having the same problem. I received an email 14th April with a bill for £143.86, this was for the services under my old contract. This was more than double what I was paying as my 18th month contract was ending on May 12th.

I contacted Virgin Media on 15th April, renegotiated a new deal and agreed to a new 18th month contract and discounts starting 15th April. Received an email with my new contract, also stating my new price, slightly more than my previous discounted price, and that I had a credit. My next bill would be reduced due to this. On previous times I agreed to a new contract this has been the case, my next bill has been reduced due to a credit.

I checked online to look at my new bill, but the bill for £143.86 is still being shown, even though my new contract has started.

I tried to contract Billing to speak to someone to query this but kept being sent a text directing me to the billing web page. Managed to contact someone using using the web chat, but he couldn't or wouldn't do anything about. He then suggested that a complaint was raised, to which i agreed.

I then get an email from the complaints team saying that they had tried to contact me, a total lie, as my phone had not rung and I had not received any emails or texts. They also said that they had suggested a resolution which I'd agreed, which I had not, and closed the call.

The person I spoke too, when I renewed my contract was very helpful, but the complaints team just seem to send you round in circles, probably trying to get you give up.

Hi, the issue has not been resolved, the old bill is still there and the new one has not been generated, and I have been charged more than what I was told it would be when my contract was renewed, although you can't or won't do anything about that.

My issue has (hopefully) been resolved. What I learned so far:
1. There is obviously a disconnect among departments within VM. Upon contract expiry, there's normally an option under Upgrade My Package in the app/website, which is a bit more expensive than the old contract (£13 in my case). However, if you contact the VM chat line and talk with an agent, they don't seem to know about that online offer, but instead would propose another one, usually at a higher price (at least in my case). 
2. The advance billing scheme that VM is implementing is mostly to be blamed for. VM issues billing around mid to end of previous month. Even if you already have a new contract in place (with pre-contract and contract documents to show for), the outstanding bill in your account is still the non-discounted, after-contract amount, which is always much higher than what you get from your new contract. VM doesn't automatically adjust the billing to match that from your new contract.
3. If you log a complaint to VM, their email response seems to always start with "we've tried to contact you to discuss in more detail, but we were unable to reach you". This seems to be the default text in their email to customers, and mostly untrue as I was in the same situation as @bobnel mentioned above, I didn't receive any call/miss call from them before that.
4. If you're lucky enough to get through to talk to a VM agent about your issue/complaint, they're usually very nice and reasonable. Although the agents via telephone seems to be a bit better than via chat. 
5. Normally taking a long time to connect to an agent though. In my case, although VM called me, I was kept waiting for about 10-15 minutes before I could talk to an agent. For that particular call, I talked to 4 different agents. Each one started the conversation by asking security questions, then after I explained the case, each had me waited for some time while they looked through my issue before coming back and suggesting to transfer to another department (first 3 agents). That call lasted about 2 hours.
6. The 4th and last agent in above call suggested a resolution that I agreed. They then said that it would take 24 hours to be reflected in my account. An email was sent from VM to acknowledge the conversation and the complaint but doesn't include the agreed solution. 1 week later and the billing outstanding in my account was still the same. Contacted VM through this community and again after quite a long time was explained that although the resolution is in place, it will not be reflected in my account until the next bill is produced (27/05/2025 in my case). Which is a bit weird.
7. I'm relieved that my issue is (hopefully) resolved, but still not sure how not to get into this headache again in the future. Maybe I'd have to renew the contract way in advance, at least 1 month before the expiry date, before a new bill is issued. 
8. When trying to raise an issue, it's best done through a phone call or this community. In any case, patience is required.