I'm sending this message after a call that lasted for 1 hour and 32 minutes earlier today and got me nowhere.
I renewed with Virgin in December '22 for 18 months and then moved house in April '23. Imagine my surprise today when I saw my upcoming bill had risen from £87 to £103.
I called them to enquire and they said it was due to the April price rises. I queried this and said the £87 was the 8% rise that had been previously applied on the last bill, which I was expecting.
They had another look and then said it was because some of my discounts had ended. When I looked at the contract it turns out they gave me a new contract to coincide with my house move - another 18 months - but had only carried the discounts on for the 12 months that were on the remaining contract.
I don't recall ever signing a new contract or being explained to me that I would be tied to one. I'm not sure if my package changed at all - again, I wouldn't have asked it to be.
So I'm now faced with my £103 bill this month - going up to £136 until the end of October from the next bill issued.
I've tried to be reasonable as the contract does state that it is for 18 months and as I've been happy with the service would have kept it, at the discounted rate, but they're saying 'no', it's in the T&Cs.
Yet on this new 18 month contract, they've applied in writing an 18 month discount, and are killing it after 12 months - surely they can't have it both ways? I realise I should have noticed the 'June' thing earlier - but didn't know the contract end date had changed.
The discount has been copied and pasted from the contract that should be expiring now.
At no point was I told that I would have a new contract and the discounts would only last part of the way through this new contract.
Any help would be appreciated.
Thank you.
