Virgin Media Community

[connora1]

I’ve just called to speak to multiple advisors, eventually got to a manager who seemed helpful but wasn’t able to actually tell me what was going on or how to fix it, told me to send a photo of the letter to WhatsApp help, but doubt they can do anything. How can virgin send out this information and not honour it, surely there’s a way to take this above 

[Jodi_S]

As we have advised connora1,

Package changes are not something we're able to deal with from our community forums. If our team have requested evidence of the package your have been offered, once they have this we can then see if they will honour the deal for you. 

You will need to send the relevant evidence to the team as requested.

Kind regards Jodi. 

[simonshezzer]

Hi. I’m new here. But I’m experiencing the same problem. Have you had any positive results from your enquiry. 
as far as I can find out mates rates is a 25% discount. 
I have also just upgraded my sim only. It’s supposed to be 1,50£ a month. With the life long my rates / mates rates. But I just got a bill for my first month 8£. 🤷‍♂️😂 who knows 

[Zach_R]

Hi @simonshezzer,

Thank you for your post and welcome to our community forums. We're here to help.

I'm so sorry to hear that there's some confusion regarding your package and a package change. Have you discussed this with our retentions team on 0345 454 1111 (or 150 from a Virgin Media landline) yet?

Thanks,
 

[simonshezzer]

Hi. Yes I have tried. But unfortunately they have no idea about my rates or the discounts 

it has been quite frustrating tbh. 
I got the same letter as a few people on here. About the discount being a former employee and being part of the family. But unfortunately it doesn’t give any specifics. 
other than 60 days. My bill went from 15,50 to 112£ overnight. 
so unfortunately I had to cancel my services. And went on 50 mg bb. 
the essentials package. 

[droffats]

Hi all ,
Ive got the same letter after retiring , customer services told me my march bill will be 47.60 and april will be £112 , but they cant actually do anything to help so they put me through to sales who didnt even understand mates rates.
As above looks like the only answer is to cease the service as I cant afford £112