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Contract Renewed - bills missing promotional discounts.

Tony-W
Joining in

Hi all,

Old contract (broadband and landline) expired 28th April. A number of attempts to renew via VM website failed and so engaged in 2 hour web chat which resulted in telephone and elevated broadband tier (M350) with discounts amounting to £24 from 30th April.

May bill was generated days before new contract so naturally includes a pro rata overcharge (approx. £15) which should show as a credit in June's contracted charges, however my June bill is missing the £24 rolling discount and effectively reduces the pro rata credit to approx. £5. I do not understand how the discounts listed in the contract have gone missing.

In summary, ignoring package change overcharge credits, the nominal difference between contract and billing is:

Contract: Package £84 ; Promotional Offers £18 + £6 (Broadband)
Billing: Package £83 ; Promotional Offers Ended

Is anyone available to help?

1 ACCEPTED SOLUTION

Accepted Solutions

Okay thank you for detailing this @Tony-W 

We can look into this further for you through private message. 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
Carley

See where this Helpful Answer was posted

6 REPLIES 6

Matthew_ML
Forum Team
Forum Team

Hey Tony-W, thank you for reaching out and I am sorry to hear this, also a warm welcome to the community.

Just to confirm did you get some paper work with the new package details on it? 

If so was this for the price of £83?

What price did it say on your paper work? 

Matt - Forum Team


New around here?

Tony-W
Joining in

Hello Matt,

I received email copies of Contract Summary Sheet and Contract Information Sheet, and my web account billing area has a link to Contract No. [MOD EDIT: Personal info], all three of which detail £84 package and £24 discount for 18 months, which I expected to be reflected in my recent bill.

When negotiating this contract the web chat Service Agent stated the charges would be the rolling £60 pcm and that my next bill would be for £49.61 when the previous month's overcharging credit had been applied, so I was somewhat shocked to receive notice that my next bill is for £77.87, consisting of £83 service charge and £5.13 package change credit.

Thanks for taking the time to respond.

Okay thank you for detailing this @Tony-W 

We can look into this further for you through private message. 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
Carley

NUFC1892
On our wavelength

Similar problem with me, was previously on the m500 package and contract ended. Tried going online to get a new package then Tried to get the new package online but wouldn't let me so Tried ringing them to see if they could do it but they couldn't either, after trying and trying i had to do it as a brand new account which worked. Got my new gig1 activated but wasn't happy with the speed so downgraded back to the m500 as I was just getting the same speed. My gig1 was £45pm and when I was on the phone to customer service they said if I downgraded to the m500 it would be £35pm which sounds correct, however shortly after I received an email with the new package details but it says it is £72pm! I'm really starting to get sick of virgin whenever I need to speak to them as they are the worst for customer service. I'm waiting for a reply back in my private messages so no need for any virgin representative to reply to this. I would advise anyone to keep emails or any information received from virgin as they love to back peddle and go back on their word, if you spoke to them on the phone when they told you how much you would be paying then it should be recorded by them so just remember that these are slimey and often tell you fibs when it suits them!

Tony-W
Joining in

A huge thank you to @Carley_S  for correcting the issue with my billing.

No problem @Tony-W 
Glad we were able to get this fully resolved for you. 

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

Here to help 🙂
Virgin Media Forums Agent
Carley