Virgin Media Community

[Prasad14]

Hello All, 

Is it legal  for virgin media to upgrade my package without confirming overall package cost?  My base  package cost has gone up from 35.99 tp 84.99 in the process of adding skysports apparently because my new customer discount has been lost.

I have only been with virgin media for few months and I tried to add Sky cricket.

1) I requested if I can add sky cricket on chat and they informed me that I will have to take the whole sky sports package

2) I said ok, they said it will be 22 pounds  below is the transcript

Perfect! Thank you for clearing the security.
Sky sports collection is £31.75 per month and with HD included it is £38.75 per month. We have an offer where you can get:-
Sky sports, Sky sports in HD and Homework's for £22.49 per month. This can be removed anytime with a 30 days notice.

It was not clear they meant they are putting on brand new contract that if I cancel sky sports all my discounts would be lost. I made 4 calls to customer services but they are not helpful at all. 

Any one know how I can get some one to look into this. I am regretting my decision to go with virgin media!

[Beth_G]

Hi Prasad14,

Welcome to the Community Forums! Thanks for taking the time to write us a post.

I'm sorry to hear there's been some confusion surrounding your package with us. It is true that we wouldn't be able to add Sky Cricket as standalone channel, we'd have to add the Sky Sports Collection which includes this channel.

We do offer some packages which have Sky Sports bundled in with the broadband, landline and base TV package, meaning that if you did want to remove Sky Sports, you may need to change the package entirely. Some packages we offer don't include Sky Sports or Sky Sports HD, so you'd be able to remove these add-ons with a 30 day notice and not be held to early disconnection fees.

Usually, higher discounts are offered with the more services you take out with us, so removing a service may mean you'll lose a discount, but this also depends on the type of discount you have.

At the time of taking out the package, you would have received a CSS document confirming the deal. Were you able to look through this and accept it before agreeing the deal with the team?

Thanks,

[Prasad14]

Hello,  

Thanks for the reply. I didn't get any confirmation. Basically My standard monthly package has gone from 35.99 to 84.99 by just adding and removing Sky sports channels because some one has removed my new customer discounts. 

I have the chat trans script that I can send if are interested. I have requested sky sports and chat said it will cost you 22 but what they didn't make it clear is that they are upgrading my whole package and  sports will be 22 on top upgraded package

Feb 9 

Tenzin - 11:04
Yes, of course. With homeworks, you get 24/7 IT supports and whenever you face any issues with your smart devices, you can connect our IT team who can get this fixed for you. Also, if you face any issue with our services you will be getting the priority engineer visit slots.
Me: + the Account Holder - 11:05
ok can I go for this
Sky sports, Sky sports in HD and Homeworks for £22.49 per month. This can be removed anytime with a 30 days notice.
Also I dont get broad band in two rooms upstairs pls could you send me boosters?
??

Tenzin - 11:07
Yes, of course. I can arrange the package for you but for boosters I will have to connect you to our tech support team.
Me: + the Account Holder - 11:07
sure thanks
I got to go in 3 mins, can you get me this package I'll talk to Tech team in the evening
?

Tenzin - 11:09
Yes, of course. I will get the package arranged for you now and confirm the upcoming bills
Me: + the Account Holder - 11:10
thanks

After receiving an email  at 13:36  saying (Your new monthly bundle cost is: £97.49), So I called customer service at 14:30 and  asked for changes to be revoked and they said its revoked and monthly base package is back to 35.99. I also requested for home pod.

But then I received and email at 18:36 Your new monthly bundle cost is: £104.24, So I called the Customer service on 10 Feb and asked for changes to be revoked, they said I will need to call back after homepod is activated.

So I called customer service on 13 Feb and after lengthy call where they tried to sell me different packages  they said they cant do it and they will raise a complaint  that might be acted up in 30 days

So now I ended up with  below for just trying to add sky cricket. Is this not underhand selling? There is no where virgin media confirmed whole package cost with me and I immediately asked for the package to be reverted back within in few hours. 

Your next bill will be £181.59✝ and will be created as normal on 20th February 2023

The following bill will be £66.39✝ and include all credits and adjustments based on when the changes took effect, this is due 21st March 2023

Your new monthly bundle cost thereafter is: £84.99

Best Regards

Prasad 

[Zach_R]

Hi @Prasad14,

Thank you for expanding on this. What does it state your bill value is when you log into your My Virgin Media online account?

Thanks,
 

[Prasad14]

Hi ,

see below.

Your package (13th February-12th March)

£35.99

Your Volt package£60.00

•  Talk Weekends

•  Maxit TV

•  Virgin TV 360 Box

•  Voicemail Free

•  Volt M250 Fibre Broadband

Promotions & discountsCredit £43.01

•  Welcome offer - 18 month saving ends on 

  12 June 2024

•  Additional discount that ends on 

  12 June 2024

Thanks

Prasad 

[Zach_R]

Hi @Prasad14,

That's a package value, not a bill. Do you have a monthly bill produced and on your account now which is higher than you expected it to be?

Thanks,
 

[Prasad14]

Hello,

A bill has not been produced yet. But I have received the below email apparently now bill will be generated on 20 Feb. All I'm trying to do here is going back to my old package which is 35.99. 

Here's how your changes affect your next bill:

Your next bill will be generated on 20th February 2023 Your next payment is due on 13th March 2023

Your new monthly bundle cost is: £104.24*. Your next bill will be £181.59* which includes £77.35 to cover your changes up until your next bill period. There is also a one-off charge of 0.00 for installation or activation.

[Alex_RM]

Thanks for getting back to us Prasad14,

So I can take a closer look at this for you I'll need a few more details. I've popped you over a private message (purple envelope, top right hand corner)

Alex_Rm