New contract with agreed price, recieved bill for nearly 3 times the amount

[DarkMatter33]

Hi,

I've been a customer for decades and have just renewed my contract for an agreed £86 pm.

I was told that the next bill would be £107 as part way through the month and also had an email to confirm this. 

One week later I've been sent an email saying my next bill is £236, £83.50 for package changes and the new package of £157.50 with a £10 credit.

It is impossible to actually speak to someone, I'm either in a chat bot for hours waiting or having to use whatsapp. What happened to good old customer service?

Can someone please explain to me what is happening and how I am meant to get through to someone to sort this out please?

[Ilyas_Y]

Hey there @DarkMatter33, thanks for reaching out to us and a warm welcome to the Virgin Media community forums. 👋🏼

I'm so sorry to hear about the incorrect package change that has happened.
I will assist further and look in to what has happened and get this corrected.

I will send a private message to further support.

Kind regards,
Ilyas.

[Ilyas_Y]

Thanks for speaking with us today @DarkMatter33 on the forums. 👋🏼

I'm glad I have been able to assist and correct the price for you.
As advised - reach out to us for anything else you may need and we'll assist.

Kind regards,
Ilyas.