Because your first bill includes 2 months rental fees, the 38 for your package, if you're an existing customer then speak to CS because you should only really be paying the pro-rata difference on a package upgrade unless you're adding boxes etc
When your services are installed / activated you’re assigned a billing cycle in our system. On average it can take 16 days to create your first bill, in which time you’ll have been receiving services from us.
Your first month of service will start on your day of installation, and will cover 1 calendar month. This bill will cover your 1st calendar month (from your installation date), plus your month in advance.. From next month you’ll only be billed for a standard month in advance.
When you first join us, we sometimes need to charge you for things like installation or activation. You will have been advised of any setup costs when you signed up, and those costs have been added to your account. ‘One-off charges & credits’ are one offs, and will only appear once.
Yes jaimeespinoza81, it is sort of like a deposit, from the date you’re installed with us, we bill you a month in advance for your monthly service or package charges and this continues right up to your date of disconnection. Because of this, you may receive a bill showing charges over and above your disconnection date. Don’t worry; once your services are fully disconnected we’ll refund any of these advance charges on your final bill.
Sorry to hijack this thread but its about the same thing. My elderly father has an account with virgin but needed to return a second box as it was no longer needed and he dropped his phone contract as well as virgin phone could not get the new sim cards they kept sending him to work in his phone. he received a bill today telling him his next bill was due and it would be 140 pounds this is double what it should be. on trying to get hold of customer service he was informed it was a new contract and he would have to pay 2 months upfront what a cheek some one made a comment to me that virgin media are the industry opposite to ryan air they will charge for everything they can. It is not a new contract just returning a not used box he is 82 years old and in a right state now again and you have no where he can go to sort it now all your shops are shut and he cannot understand the customer service opperatives as they talk to fast even when he asks them to speak slower its a total joke now. how do i sort this for him
i know what the billing is for it says its a new account and its not he had to change things because virgin told him his sim card would fail if he didnt change it so for 4 weeks we tried 3 sim cards 20 calls to the help line in the end he got so stressed out we cancelled the phone as no one would help sort the problem through to the end . My mother passed away 2 years ago and he has been paying for a second box all this time and not using it so he asked to return it. his bill went from 75 pound a month down too 70 pounds but some one in your department has set it up as a new account and charged him 2 months rent when all he has done is return a box thanks
We're happy to look into this further for you tanner1200, I'm going to send you a Private Message to get some more details from you but please be aware that we will need to pass account security to look into this further.
If you could let me know I will send you a Private Message to get the additional information.