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Big charge for a package change I didn’t make…

Tuning in

For March bill I have a ‘Package Change’ charge or £81.07 when I don’t believe I made any changes… This is a huge charge I haven’t been able/wanted to fork out when I don’t know what it’s for, but have no idea how to talk to a human about this. Have also racked up some late payment charges on my bills since because I haven’t paid this extra charge (£7.50/m). 

The annual contractual price rise was in April so went from paying £76/m to £82.68. Seriously considering switching from VM anyway because this is a lot, but really need to understand why they’ve slapped on this package change charge or how I can get it refunded.

I’ve seen some other posts here where there’s a small unexplained package change charge but nothing like this. Pls help!


Tuning in

Have just made a post about a £81.07 package change charge. Hoping you’ll also send me a message as I’ve refused to pay this so far, but now to have services not restricted I have to pay more than my monthly bill. 


You can either call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone and select the "leaving option", this should put you through to retentions who are usually UK based, if the wait is too long tonight or you get put through to the offshore advisors try again tomorrow morning when they open at 8 am.



Hi @SK___VM 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the confusion caused by the package changes charge on your bill and that you're thinking of leaving us 😔

When you click on the downwards arrow next to the charge, is an explanation provided as to how it's been calculated?

Please pop back to us at your earliest convenience.

Thank you for your support @roy247 👍



We don’t have a telephone line and I know I didn’t do anything concerning Volt 

Thanks for detailing this @SK___VM 

We'll look into this further for you at our side. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

Here to help 🙂
Virgin Media Forums Agent