Agreed Contract Price but Service Change Receipt higher

[ovo]

On 30 July 2024 we agreed a new 18 Month contract and received confirmation by email the same day.

Today 6 August a Service change receipt arrived which is £22.76 higher per month.

What on earth is happening?, I despair of the telephone service line and the constantly failing chatbots.

Is there anyone here who can assist? Thanks.

[unisoft · Accepted solution]

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@ovo wrote:

On 30 July 2024 we agreed a new 18 Month contract and received confirmation by email the same day.

Today 6 August a Service change receipt arrived which is £22.76 higher per month.

What on earth is happening?, I despair of the telephone service line and the constantly failing chatbots.

Is there anyone here who can assist? Thanks.

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Assuming you called in to negotiate price, request a recording of the call by a DSAR request:

https://www.virginmedia.com/help/dsar-faq

[ovo]

Thanks for that unisoft, but having been with Virgin as an NTL dial-up, I requested a copy of the forst contract - which I have as my evidence. I have just managed to navigate to a UK- based Virginmedia person who may have sorted out my problem - albeit by cancelling the higher cost contract, substituting an even higher cost contract and promising a monthly credit of £40 to get back to the first renewal.

Lets see what happens.

[ovo]

OK, I now need some clarification and assistance from a VM employee.

In the space of a week I have had 4 different contracts. The contract I agreed on 6 August in a telephone call with a UK-based VM agent has not appeared under your contract on the Myvirginmedia page. I agreed that contract on the basis of a promise that a substantial credit would be applied to bring it back to the original renewal price of the 30 July agreement ( I have a copy of this showing order approved on 30 July).

Since then I have an intermittent page on Myvirginmedia showing next bill £67.41 and an email stating next bill £172.68.

Based on the information given by the offshore VM agent on 30 July who stated that for the mobile phone element of the Volt package I needed to go to O2, I renewed my O2 pay monthly contract.

I need assistance because if I am not able to confirm the Virgin Media Broadband,Phone and TV package at the agreed price of 30 July, then I only have one day to cancel the O2 contract - which I have never needed but took as part of the Ultimate Volt deal.

I don't ever remember things being this complicated, having been here since NTL days.

[Vikki_M]

Hi ovo,

I'm sorry to hear there's been some conflicting information received regarding the contract and price.

I'll send you a private message now so I can help.

Please look out for the envelope in the top right of the page and pop back to me when you can. 

[ovo]

Vikki_M 

PM replied with details. Thanks for your assistance.

[ovo]

Good Afternoon Vikki_M and/or Forum Team

I appreciate that this became extremely complicated in a very short time, is there any further information (in addition to that in my PM yesterday), from me which can help?

[Vikki_M]

Hi ovo,

I've responded to you via private message.

Please respond to me there and I can assist further. 

Thank you. 

[ovo]

Just got this message via PM

Thank you. Apologies, we're not trying to be obstructive, however as two names have been provided, and this relates to a contract change, we would require the account holder to reach out to us directly please via another channel. We can be contacted on social media on the below accounts.

https://www.facebook.com/virginmedia/ 
Twitter/X: https://twitter.com/virginmedia
If the account holder can please reach out to us directly, we'd be happy to help further there. 

But I don't, have either facebook or twitter accounts, what am I supposed to do?

[ovo]

Brilliant work from VM agent Laura last night in a phone call where she cut through all the brushwood that had accumulated in the last two weeks and found a solution which we are happy to embrace. If there were only a way (apart from here) where we could register our thanks for her excellent work.

Back to the point above, because of a misunderstanding in a PM - I explained that the VM account is in my wife's name but that we share this forum login so either of us can read and post - the forum team effectively washed their hands of this post and the problem. Claiming that two names had been provided and asking for confirmation via Facebook or Twitter, which we do not have.