Contract renewed

[SiriusB]

Late last month, my partner & I reviewed our budget.

What with the cost of living & energy crisis which we were well aware & budget adapted when needed.

However with the budget pared down as far as it could, the only option left was to downsize Virgin.

Logged into A/c & was pleasantly surprised when before I could downgrade, it was stated - Renew & you could save money.

Followed the links & read statement to which it was accepted

A nice 18 month contract with a monthly saving of £26.

A summary of contract was e-mailed

My partner (A/c holder) returned home a short time ago & not in a very happy mood.

Virgin had taken the full old rate.

Contacted Virgin on 150 but kept getting stymied with secuirty question.

Neither my partner or I can remember ever setting up a memorial question & answer.

This is unacceptable espeically after seeing on A/c page "Thank you for staying with us".

After nearly 2 decades with Virgin...

...As far as I am concerned this is blatant theft.

We would like this resolved A.S.A.P.

[goslow]

Try changing your memorable word as per

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Cancellation/m-p/5223364#M218260

which will hopefully allow you to contact VM

It can take the VM forum team up to several days to reply here.

[Ayisha_B]

Hi @SiriusB 👋

Welcome back to our Community Forums and thanks for your post.

Our sincere apologies for the poor experience in relation to changing your package. 

I'm going to pop you a PM 📩 now to assist further.

Thanks

[SiriusB]

Thanks, already tried that for every security question.

Each & every time received "error in saving".

Also, that issue is not really relevant as to why the contract payment has not been reduced.

To make matters worse & according to Virgin Media, the new contract commences from 1/7/24.

According to the bill we have been given a credit & £29.46.

That also does not make sense.

Seeing that, I see options.

1: Bill should be £73.34

2: Bill should be £99.34

3: This one is scary - £158.26 (- the credit of £29.46=£128.80)

Old contract £128.80

New contract £102.80

@Ayisha sent info as requested.

[Ayisha_B]

Great, I'll respond now 🙂

[SiriusB · Accepted solution]

Thanks Virgin.

Maybe we're just lucky but we're staying with Virgin.

In the nearly 2 decades, we must have had at least 6 issues.

Each one dealt with swiftly.

As was this one. Raised an offical complaint via online A/c.

Case Management team called this morning..

Issue resolved and very satisfactory.

Can't fault thje service.

[Ayisha_B]

Thanks so much for the update @SiriusB 

I'm glad the Case Management team were able to get things resolved and apologies once again for any inconvenience caused.

If you need any further assistance with anything let us know.

All the best 😊