Price Increase even as New Customer March 2024

[golden86]

Hello,

I've just signed up as new customer, signed up in Feb and service activated only yesterday 1st March. I login today to see the billing page and it shows my March bill as agreed contract package price however my April bill has the RPI increase built in!! 

This shouldn't the be case as new customers or recently reconstructed won't be affect until 2025, straight from your website "However if you have recently joined or recontracted and we have informed that you that your annual price rise will take effect from April 2025, you will not receive a price rise in April 2024." - https://www.virginmedia.com/help/prices

I am massively disappointed that we customers have to project manage every single step of the process and watch out for your system flaws. I will be putting a complaint. 

[unisoft]

Welcome to Virgin Media.

[Akua_A]

Hi @golden86 

Welcome back to our community forums and thank you for your first posts. Sorry to hear there is confusion regarding your contract and Price rise. I can see you recently contacted our team who was able to advise on this issue. Is there anything else we can help with today?

Thanks,

[golden86]

I've contacted, but your offshore customer service can't do anything yet as my account is still so new, not all the data are related.  She arranged for a call back on Monday. 
This shouldn't be the experience for new customers. 

[jpeg1]

Unfortunately golden86 it is the experience for new customers, and for old customers too.

You'll have to get used to it I'm afraid

[Kath_P]

Morning golden86, 

We can only apologise for the experience you've had so far. Please keep us posted on how the call goes and if you need any further support - you know where we are. 

Many thanks, 

[golden86]

@Ilyas_Y can you help with this?

[Joseph_B]

Hey @golden86,

How did the callback you had with our colleague go, were they able to assist you further with your query?

Joe

[golden86]

No call back yet, she mentioned 1pm GMT and it's now 14:30pm. Not looking promising to be honest 

[Joseph_B]

Sorry to hear this @golden86,

We would like to look into this further with you to see if we can confirm if you would have a price increase or not, for me to do so I will send you a private message now to confirm some details.

Joe