Virgin Media Community

[Jen84]

Hi Virgin,

My account currently displays two broadband contracts for the same address.
1 started on the 23rd January 2021, the other is Pending 2nd February 2021

My broadband is already up and running since 23rd January 2021.
Should I be concerned that I might be billed twice?

I got a text message just now from Virgin stating someone will be in touch for the 2 hour slot tomorrow, I assume they are going to send another Virgin Media Router out again??

Can someone from the mod team please cancel the 2nd Feb contract please.

I cannot get through to anyone via telephone or chat.

Thank you

Wingcome Ly

[Jen84]

Thank you for the 0 response........

[apcyberax]

vm take about a week to reply. but you'll need to call in for account problems

[John_GS]

Hi Jen84

Thanks for posting and welcome to the community.

My apologies for the delay in replying and also the confusion. 

Have you got this sorted since posting? Let me know if not and I'll be able to help further.

Kind regards,

[Jen84]

Hi John,

I spoke with CS via chat and they informed me they have rectified the issue however I can still see 2 broadband contracts on my account with both of them being 'Accepted' which doesn't make sense.
I am not confident this issue has been resolved yet.

Can you take a look please.

[David_Bn]

Thanks for coming back to us Jen84.

Can you tell me if you've been issued with correct bill amount since your post?

If you're unsure in regards to any of the first bill process, feel free to take a look of this handy video - virg.in/1stbill

Kindest regards,

David_Bn

[Jen84]

Hi, it's not a problem with bill amount.

The problem as mentioned above is there are 2 open active broadband contracts on my account, whereas there should only be 1.

I won't know if I will be charged twice per month because of this and nobody can seem to cancel 1 of the 2 contracts, or tell me if I won't be billed twice per month.

[Emily_G]

Sorry for any confusion, we can only find one account related to the forum information.

On the account there can only ever be one contract at a time, if a new one is taken out it would replace the older one on the account.

If this is a completely separate account you're mentioning can we please confirm if it's either on a different address or if it's a business account that's on the same address as the residential account? 

Let us know, Emily.