Price Rise 2023 - No notification received

[wheas]

I received my new bill yesterday and my package has increased by £15 per month from £56 to £71 per month from April 2023.

I have not received a letter or email from Virgin informing of the increase and allowing me the option to leave penalty free within 30 days.

I have the last 2 years bills and even last years price rise email from January 2022 in my inbox but this one has not arrived in my inbox (or spam folder). 

[Kath_F]

Hi wheas, 

Thanks for taking the time to post about your issues in the Community. 

We're sorry to hear you didn't receive your price rise notification this year. These were sent out over the period between 26th January and 28th March this year to your preferred method of communication. 

If you are unhappy with your package and/or price, please speak to the team on 150 / 0345 454 1111 who can do a complete package review for you. They will be able to pop through any promotions currently available for you. 

Please keep us posted on how the call goes. 

Thanks,

[Derek918]

@Kath_F, wheas is saying they didn't receive the email not that they missed it! I too didn't receive an email and one of the forum team, Beth_G, looked into it for me and said not everybody gets the email if not affected by the price rise. I am waiting to see if my bill for May goes up but it shouldn't according to the forum team.

[Chris_W1]

HI Derek918, thanks for the message. What Beth has stated is correct, please let us know how the bill looks when it is produced and let us know if we can assist with anything further. Chris.

[Derek918]

Good news, my bill was issued today and no price increase as Beth_G stated. Hopefully those, like me, that never received an email or letter have the same good news.

[z80dan]

Have your contract terms remained the same? I gather that was the main point with the price rise emails - offering people the chance to leave because the contract was being updated (i.e. adding in a clause allowing yearly price increases and removing the maximum limit on early disconnection fees).

[Derek918]

z80dan, I've had no notifications about my contract so can only believe that it remains as it is until my 18months is up in October. I do wonder why no email/letter about the annual price increase though. I guess when my contract is due for renewal I shall find out and then I will decide what to do.

[Danben]

I've had no notification but they've increased my price by 20% from April. I've asked for a copy of the email they sent me and they say they can't provide one.

[unisoft]

---

@Danben wrote:

I've had no notification but they've increased my price by 20% from April. I've asked for a copy of the email they sent me and they say they can't provide one.

---

AFAIK an email isn't good enough as a defence from VM anyway. You have no prior knowledge of email addresses to allow and not be treated as Junk as the contract does not define them and you shouldn't be expected to allow any virginmedia address and lower your security posture to more spoofed email. VM should be sending a letter (as they used to) and also hold a copy in 'My Virgin Media' where the contract and service changes get recorded (again like they used to). I would raise an official complaint - start the process off internally within VM before you go onto external parties.

Do consider making Ofcom aware of the issue faced by filling in their monitoring form here: Tell Ofcom

[Derek918]

Not sure who you're asking about outcome @becci76, if it's meant for me I had no notifications at all and no price increase for April and May's bills. So I'm one of the lucky ones.