New package - phone

[Heather]

Hi,

Can anyone help me I am so confused. I have recently renewed my package  which I wasnt going to. (Broadband/tv/phone)

On the new contract it says Telephone Line rental, International anytime chatter (Which I said at the time I did not want or need) I did say I wanted the same as before "Anytime chatter UK" but doesnt mention this on new contract.

My question is will I still have this are the same numbers free (well not free as you are paying monthly for it)

Thank you for any help/assistance

[goslow]

If you are still in your 14 day cooling off period, since renewal, you should be able to cancel the renewal and revert back to the package/price you were on before. If you were outside your minimum term period for the original package, you could then give VM 30 days notice to cancel and leave if you wanted to do that.

This is the 'Everyday Call Charges' booklet

https://www.virginmedia.com/content/dam/virginmedia/dotcom/images/mobile-browse/downloads/010123_Eve...

(there may possibly be a newer version for 2024)

If the change to 'International Anytime Chatter' was added against your wishes (and you still wish to renew), you should get it corrected to what you do want and you should expect a reduction in the overall package price if you have no need to the 'international' aspect of the call package.

You are unlikely to receive a reply from the VM forum team here in ‘Community Natter’. A VIP or moderator might move your topic to a better forum, such as ‘Home Phone’ to get a VM reply.

[Heather]

I have just renewed my package and looking at channel list can't see any difference. I asked about Netflix but she said it wasnt part of package but can be added later. VM appear not to be offering maxit tv.  I have anytime chatter and can't see that on new contract. I am also 14 day cooling off period! Hope you get your package sorted it so confusing now when you call

[Ilyas_Y]

Hey @Heather Thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm sorry to hear about the issues with the package.
Let's look in to this.

I will send a private message.

Kind regards,
Ilyas.

[Kath_F]

Hi Heather, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear there's been some issues with your package. Checking things here, I can see my colleague has already picked your issue up via your other thread here. 

Please make sure you are only posting once about your issue. If you need to update the thread then just reply to your original thread rather than creating a new one. We understand it's frustrating when something's not right however posting more than once about the same fault makes the boards look busier than what they actually are. It also means we could take longer to reply due to needing to sift through duplicate posts. We'll leave this with them to avoid multiple agents working on the same thing. 

Thanks, 

[Heather]

When l said l didn't want international calls they said it was part of the package 🤷‍♀️ 

[Matthew_ML]

I have replied to your DM, and also just a head ups sometimes its worth keeping this as it works out cheaper.

Removing could remove some discounts and making the package more expensive. 

[goslow]

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@Heather wrote:

When l said l didn't want international calls they said it was part of the package 🤷‍♀️ 

---

The default phone package is weekend calls only. It is the customer who decides whether to add any phone package or not.

The baseline/standard pricing for Weekend & evening chatter, Anytime chatter, International anytime chatter adds £5, £10, £15 (it may vary within a bundle)

https://www.virginmedia.com/broadband/broadband-and-phone

In all likelihood the agent has added the maximum call plan to bump up the overall package price. If you actually wanted 'Anytime chatter' for UK calls only, your package price should be less because the phone package is an add-on to the baseline of 'Weekend chatter'

It is entirely possible that the sales agent was not acting in your best interests but that of VM so you need to do some research on the different options to find out which one is the option you want and which is best for you.

[Matthew_ML]

Thank you for reaching out, don't worry we have replied back to his DM so we can look into this. 

[Matthew_ML]

Glad we've managed to get this sorted out for you.