On my Virgin Media account in early November, there was a message stating my contract will expire soon and I could renew at £82.68. There was a red button labelled “Grab your deal” which I did. Once I clicked on this button and accepted the offer, I received a contract information sheet with the order summary and new monthly cost - £82.68 and this would be the cost for my package for the next 18 months commencing in December 2024. Nothing had updated on my Virgin Media account but I assumed it would just prior to new contract activating in December.
However on Thursday 28th November, I received an email from Virgin Media stating that my next bill would be £147.96 and this would be the new monthly cost. Also on the same day, on my Virgin Media account, Virgin Media was still offering me a “Grab your deal” offer but now at £87.96. It also stated that on 5th December 2024, the bill will go up to £147.96.
I raised a complaint with Virgin Media and I also spent an hour on the phone with Virgin Media and their representative told me that he could see that there was indeed an offer of £82.68 that paperwork was sent out for in early November and that he would need to speak to retention team as he couldn't confirm if this would be honored. Shortly after speaking to him, I received another email stating monthly bill would now be £131. But I also received further update via the resolution team that they would honor the £82.68.
Today on my Virgin Media account, it states that amount due is £146.18 on 12th December. But when I view contract, it now states initial monthly charge as £87.96 then £147.96 from 30th May 2026.
What is happening Virgin Media? Surely, this shouldn't be so difficult.
I been a loyal customer for over 10 years and to be honest, this is absolutely a joke that your billing and retention teams aren't aligned
I have also attached the email I received today stating that my package was going to be billed at £146.18 which is why I raised this complaint.
I have spoken to your customer support team already today, and they are looking into this. However, it will be hugely disappointing if Virgin Media don’t honor this contract at a renewal cost of £82.68 as per the attached paperwork.
