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New lower package same old bill.

I changed to a lower priced package mid August, I received an email with a recap of my new package  and saying I won't need to sign a new contract.
I received my bill today and it is still for the old package with the increased charge.
I looked at my online account and it says contract unsigned.
I looked at my email contract and the only way to sign it is print it off and sign and date it with a pen.
I don't have a printer.
The 'new package' email I received says ALL SORTED, well obviously it is not.


The re-send email contract button does not work either.

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Re: New lower package same old bill.

Thanks for making those changes to your Virgin Media package. You won't need to sign a new contract. 
Quick recap of what you now enjoy: 
Your new package now includes: 
Broadband: M50 Fibre Broadband
We've removed: 
Broadband: M70 Fibre Broadband

Here's how your changes take effect: 
Service changes were made to your account on 22nd September 2019
These changes will take effect* from 22nd September 2019
Your next bill will be £36.19✝ and will be created as normal on 23rd August 2019
The following bill will be £3.97✝ and include all credits and adjustments based on when the changes took effect, this is due 11th October 2019
Your new monthly bundle cost thereafter is: £22.00✝. 

Then why have I received a bill for £40.73?

It looks like I will have to cancel my direct debit until you sort it.

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Re: New lower package same old bill.

Hi Pliers,

 

Sorry to hear you've received confusing information regarding your contract and bill.

 

So I can take a look for you, I'm going to send you a Private Message asking for more details.

 

Please reply back to it so I can help.

 

Regards,

 

Lisa

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Re: New lower package same old bill.

Thanks for the information Pete, I can confirm that they are correct.

 

I've had a look at your account and can see that your new contract has a £15 discount however for some reason, this has not been applied for the 1st month.

 

I've applied this for you and the next payment that will be taken is £25.73. A new bill won't be produced for this payment amendment.

 

After this payment, your billing should be correct however please let me know if there are any problems.

 

Regards,

 

Lisa

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