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Thompwa's avatar
Thompwa
Joining in
31 days ago

Renewed - wrong billing, additional broadband and add ons not working

Hi, I am posting here as I tried to raise a complaint but the system had an error. Surprise surprise. 

There seems to have been a system error that has subscribed me to an additional broadband  - solus broadband and is charging the wrong prices for services I did subscribe to. I was already subscribed to M125 and now I also have Solus broadband. I've never heard of Solus broadband and how can I be subscribed to 2 broadband services at once !!!

Before my current deal ended I agreed to a new £24 a month contract on the 19th of February for 18 months for 125MB Broadband including flex and stream with no price increase this year. 

The same day I cancelled my existing 30 day notice Sky sports and TNT sports add ons as the discount deal had ended for those as well. I was encouraged to do this and re-add myself. This allowed me to get better deals, as on the app, skysports was £18.75 and TNT £10. So I cancelled these 2 add ons. 

The day before the 30 days was nearly up after cancellation, I attempted to resubscribe to the 2 add ons. The system on the app and online gave me errors. The following day 21st March, I was successful. 

I have had several contract notice emails come through on the 21st and 23rd of March.

One has my broadband cost as £28 and not £24. The latest includes Solus broadband !!!

I have an agreed contract agreed for  £24 a month on the 19th of February for 18 months for 125MB Broadband including flex and stream with NO price increase this year. I subscribed to skysports for £18.75 per month and TNT for £10 per month on rolling 30 day contract with no price rises for 18 months. These are my contracted services. Please can my account be updated so this is the case. £52.75 in total - less due to the 10% discount for stream add ons. 

Also, sky and TNT are still not working.This needs sorting and I shouldn't be paying for the service until it is working. Please please can these issues be resolved.

4 Replies

  • Hello Thompwa.

    Thanks for your post, and welcome back to our community.

    We're sorry to hear about the issues you're having with your package.

    As a rule, we are unable to deal with package changes here, and we'd need to direct you to the contact options below.

    If you still need help, please let us know, and we will see what can be done.

    Call: 150 from a Virgin Media Landline or 03454541111 from any other phone. 
    WhatsApp: 07803089684
    Facebook: https://www.facebook.com/virginmedia/
    Twitter: https://twitter.com/virginmedia

    Gareth_L
     

     


     

  • I spent an hour on the phone with 2 different departments. In the end I reverted back to my original £24 a month contract. We were going round in circles and it appeared too complicated to actually give me sky sports and TNT at the price I'd actually just signed up for. I was accused of phoning up and changing my contract to something worse! I never phoned up obviously. Weird. Therefore I said just revert to my £24 broadband only. Virgin's loss of additional revenue. Horrible experience.

    • jpeg1's avatar
      jpeg1
      Alessandro Volta

      That's from 2022, so the Ts & Cs may be different now.