I now have a bill for £88 even though my contract says £20

[Brendan123453]

I signed a contract is March 2024 for 250mb broadband and phone for £23.95  18 months. 

on Black Friday I saw lots of broadband deals so I contacted the chat, and the agent said he could knock the phone line off and give me a new deal for broadband only £20 a month for same speed text.

I now have a bill for £88 even though my contract says £20. The agents just don’t seem to want to help. Spent all morning on a chat and they reply once every hour and get nowhere. 

[japitts]

VM operate a multi-buy discounting model where the per-unit price often reduces with additional services. Telephony especially, often attracts multi-buy discounts that are sufficiently generous to mean a "with" bundle is often cheaper than a "without" one.

[Brendan123453]

Is there a way to post screen shots on here, you literally won’t believe this customer service guy 

[japitts]

Use the photo icon in the message window and wait for the image to be manually approved

[Brendan123453]

On the 13th of March, I signed up for a Virgin Media broadband and phone deal: 125mb download boosted to 250 with Volt for an 18-month contract, so it should end around October 2025. So far, so good. Here is my contract.

During the Black Friday deals, I saw lots of broadband discounts, so I went into the live chat to see if they had any discounts on upgrading or reducing my bills, etc. The agent gave me an offer for the same deal I had but for £25 per month. However, since that was dearer than what I was currently paying, I said I would renew at £19. He then said he could apply a personal discount to my package, so I would get it for £20 per month on a new 18-month contract.
I renewed at that price, and I was sent a new contract for my new package. Here is the contract.
However, when I went to check my bills, I saw a bill for £88. I thought this would be an easy fix, as it's obviously a mistake. At no point was it mentioned that there would be any increase in prices, and I am on the same account, so I'm not a new customer. The period until my new contract starts should still be covered by my old contract.

[Brendan123453]

 

 

 

 

 

 

 

 

 

 

 

 

  

[Brendan123453]

 I didn't mean to include the first two screenshots; those are from when I was ordering my new contract. The rest of them are from the agent to whom I was trying to explain my problem. His attitude just seemed so off with me.

I feel like virgin media screwed me over

[Kath_P]

Hi Brendan123453, 

Thanks for coming back to us in the Community. 

I can see you've already sent a private message to my colleague who was originally helping you to resolve this. 

We'll leave this with them to avoid multiple agents working on the same thing 🙂 They will be in touch with you when back on shift.

Thanks,