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crimsom
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M200 Billing is wrong

Hi Serena_C, I am a new VM broadband customer and my first Virgin Media M200 bill is wrong. 

broadbandchoices Special Offer M200 £28pm + £75 Voucher.jpg

My VM order CH2003368138 for M200 at £28pm + £75 Voucher has not been processed and the first VM bill says £29pm and no £75 Voucher. VM sent email saying they will be in touch, but they have not and their online chat does not work. Telephone calls do not work. Have raised VM Compliant, but this says VM bill will be £29pm. 

How can I get VM billing to process my order CH2003368138 for M200 at £28pm + £75 Voucher? 

Kind regards. 

VM Chat can't find that page .jpg

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Corey_C
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Message 2 of 28
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Re: M200 Billing is wrong

Hi crimsom,

 

Thanks for your post and for reaching out to use at the Community Forums,  Did you sign up directly via the compare site and where did you get that order number from?

 

Cheers,

Corey C

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crimsom
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Re: M200 Billing is wrong

Hi Corey_C

1. Placed online M200 order using VM link provided by broadbandchoices for Special Offer M200 £28pm + £75 Voucher. 

2. Virgin Media Web Team webteam@virginmedia.com email says Your Virgin Media order summary reference: CH2003368138. 

3. Virgin Media <no-reply@giftcloud.com> email says Thank you for submitting your details for the following offer: £75 Gift Card. Details of how to receive your gift will be sent to the email address provided after 120 days from your purchase. 

Kind regards. 

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crimsom
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Re: M200 Billing is wrong

Hi Corey_C 

Disappointed that my.virginmedia.com account does not have capability to have online customer dialogue. Realistically, I do not expect Virgin Media Community to resolve Customer Complaints. Not sure how to stimulate Customer Complaint dialogue. 

Have now used surface snail mail to send paper letters to a) Complaints, Virgin Media, Sunderland SR43 4AA, and b) Customer Complaints Director, Virgin Media Ltd, Customer Complaints, Sunderland SR43 4AA. Hopefully the correct Order CH2003368138 resolution will be implemented, or deadlock letter issued so that independent Ombudsman review can start. 

Kind regards. 

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Zak_M
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Message 5 of 28
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Re: M200 Billing is wrong

Thank you for coming back to us @crimsom 

 

As explained on the outline above, the voucher will provided (via a 3rd party) 120 days after your services have been activated. 

 

Regarding your complaint, it can take up to 28 days for us to respond to a complaint, for our code of practice please visit here you are also able to track the complaints status via this link

 

Kind regards,

Zak_M

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crimsom
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Re: M200 Billing is wrong

VM Resolutions Team have been proactive and sent no reply email on Tue 04/01/2022 at 05:48. The Virgin Media team have provided a generalised response without being specific. Consequently do not know what fix (if any) has been deployed. 

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David_Bn
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Message 7 of 28
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Re: M200 Billing is wrong

I'd be happy to take a closer look into this for you @Crimson,

Check out the purple envelope in the top right hand corner for my private message

Kindest regards,

David_Bn

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crimsom
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Message 8 of 28
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Re: M200 Billing is wrong

Just had a look, and My VM order CH2003368138 for M200 at £28pm is still saying £29pm. VM surface mail letter (no date) has arrived to say M200 complaint is going to be processed. 

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Zoie_P
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Re: M200 Billing is wrong

Hi Crimson, 

We have sent you a PM to look into this for you please see above.

Zoie

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crimsom
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Message 10 of 28
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Re: M200 Billing is wrong

My VM order CH2003368138 for M200 at £28pm has still not been processed. VM has accepted order CH2003368138. Yesterday, VM payments are now taking £29pm. When is VM going to visit the existing formal complaint(s) and get this resolved? 

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