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Email upgrade wrong charges

I received an email offering an Oomph upgrade, so called the number.The call centre went through everything and explained there would be a £35 activation fee...I assume this is because of the free second V6 box they offered.

Although it doesn't require an engineer visit I thought fair enough there is a significant change.The agreement email came through with an activation and install charge of £134.95...???

Anyone shed any light on this before I revert to my previous package.

  • Thanks for reading..👍
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Message 2 of 8
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Re: Email upgrade wrong charges

Are you sure it says £135? It may be £135 with a 99.95 discount which would make sense. It's possible the discount was incorrectly applied however. I'd personally contact tomorrow at 8am on either 0345 454 11 11 from a Virgin landline or 0800 953 9500 from any other & discuss it with a member of the retentions team (options 1,1,4,4, I believe). They should be able to get it rectified or change back to your old package. 


** I work for VirginMedia but all opinions posted here are my own.
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Re: Email upgrade wrong charges

Cheers Aaron2

Thanks for the number, I'll give them a call tomorrow to clarify what's happened.

 

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Re: Email upgrade wrong charges

Thanks for the post Barra and welcome to our community.

 

Have you been in contact with the team to look into this?

 

Let us know, Emily.

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Re: Email upgrade wrong charges

Hi Emily....

Yes spoke with retentions and hopefully it's been sorted, the girl I spoke with has amended the charges to reflect what was said on the call centre conversation.

She has put a note in the account so my bill should now be the correct amount.

Thanks...

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Re: Email upgrade wrong charges

Hi there :@barra 

 

Really glad to hear that the team have been able to get this resolved for you! Please pop back and let us know if you have any further issues and we'll do our best to help 🙂 

 

Thanks, 

 

 

Hollie - Forum Team


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Message 7 of 8
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Re: Email upgrade wrong charges

Will do Hollie...cheers..

Obviously until the bill appears I'm going off the promise of, but I've no concerns after the conversation had...👍

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Re: Email upgrade wrong charges

Really pleased to hear that @Barra, it's great to hear it's been resolved and that you are happy with the service. 

 

Have a great week and stay safe 🙂 

 

Thanks, 

 

 

Hollie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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