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Overcharged on new contract

Joining in

Our 18 month term ended and we got a large bill in August.

So I called up and agreed a new contract. I have the email from virgin on 5th sept with the changes saying a new monthly cost of £69. We received a new remote and updated the box to virgin 360 on the 8th sept. All new channels were active. Email also has a contract date of the 8th sept. Email states the next bill will be £41.05. however they gone ahead and charged me £133.05 which has just come out on DD.  

Just called up and they said contract was active from 22nd sept. And bill was generated on the 14th sept before this.

And also that next month my bill is reduced from £69 to £6.xx. 

They have overcharge me by £92.45 and I really could do with this money back. 

I called billing but they don't seem to get it ? 

I offered to forward the email and they told me to screenshot it and post it in webchat on the Virgin media app which I can't find.

Where can I go to get help resolve this.


Very Insightful Person
Very Insightful Person

Does the monthly package price on your contract match that shown on your bill?

If it does - the rest could be explained by pro-rata charges and checking the dates.

If not - that's an issue.

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No, monthly package price on the bill is £133.05 and the contract package price  is £69.00.  the bill is the same as the old contract, not the new one, despite the new contract being active from 8th sept.

Hi there @Ralph500, welcome to our forum and thanks for your post.

I'm sorry to see that there has been a higher bill than you were expecting with no explanation. I will be happy to have a look into this for you so I will send you a PM to confirm your details.



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Thanks Nathan, reply sent to your PM including screenshot of the emails I received on 5th Sept showing new DD figure for September. Ralph

Forum Team
Forum Team

Hi there Ralph500,

Carley is currently out of office so I've assigned this to myself to investigate.

I've dropped you a PM to discuss further.



On our wavelength

Did you get this sorted? Same thing happened to me, been ongoing since October and I just keep getting promises on here that they've fixed it for the next bill. That's another bill in after another promise and it's still not fixed! There's no point in me believing them as they're obviously just pretending to sort it and doing nothing. 

How can I make a proper complaint, they're just continuing to take my money despite the new contract at a lower price. 

Hey lesley74, thanks for your post on our help forums and this thread.

We're sorry to hear of the issues with your new contract price and the experience you've had.

Our team is happy to best help with these and investigate for errors, for this I will need to send you a PM shortly.

Please, reply to my message so we can view this further.

Forum Team

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I’ve experienced exactly the same issue - I agreed a new contract at the beginning of August and was told on the phone and by email confirmation that my next bill will be £13. I have now been charged £68 this month which leaves me £55 out of pocket. I phoned and spoke to 2 different operators who said it was a technical issue and they couldn’t do anything. I asked to raise a complaint and their resolution was to give feedback to the sales agent who renewed my contract - ridiculous. Please can this be sorted out.


Hey Jaxx2872,

 Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your billing on your account.  I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,