Forum Discussion

Dave606's avatar
Dave606
Fibre optic
2 years ago

Dealing with retentions & getting a UK based call centre

We are in the last week's of our contract for which our 350mb broadband only will go from £35 per month to £57, though the last month 1 of the discounts appear to be 17 months and not the full 18 mon...
japitts's avatar
japitts
Very Insightful Person
2 years ago
Dave606 wrote:

The contract includes 2 separate discount offers for which I assumed 1 was for 17 months instead of 18, don't know a why I thought 1 of the discounts were not both for 18 months, but this months 17th month bill is £42.33 meaning the lesser of the discounts appears to have been removed by the looks of it

Does your bill date straddle the end of discount period? To put it another way, do your discounts expire partway through the bill cycle? The dates should be shown on the bill, and if this applies - your discounts will be pro-rata'd this month.

Dave606's avatar
Dave606
Fibre optic
2 years ago

An interesting thought, but not sure.  The bill is dated 18th October and debited 8th November.  The discount and therefore contract is to 22nd November.  Maybe there is something in the detail I'm missing that clarifies for sure.  But surely the billing syncs with the contract?, kind of crazy if billing is part way through the contract month.  But the 1 thing I know for sure that I'm definitely still in the minimum contract period as both that and the discounts are up to 22nd November.

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Dave606, 

    Thanks for coming back to us on this one. As you're billed in advance for your services, you'll likely be charged for between November - December this month which is why you've noticed some of the discount expiring. You can see the discount end dates, along with the service dates you're being charged for on your bill. 

    In terms of cancelling, there are 3 ways in which you can do this:

    • 1) You can speak to the team on 0345 454 1111 and selecting options 1, 4 then 4 again.
    • 2) You can WhatsApp the team on 07305327112. Replies aren't instant and can take a few hours however it does allow you to go about your day whilst waiting for a reply.
    • 3) You can write a letter stating that you wish to cancel your services. You will need to include your account number, your name and full address as well as contact details for you. Send your letter to Virgin Media, Sunderland, SR43 4AA

    Keep us posted on how things go. 

    Thanks,