Hi winged_2001,
Thanks for taking the time to post about your issues in the Community. ⭐
We're sorry to hear you're having an issue with your billing. There was recently a price increase which affected customers so this is likely why you've seen an increase in your bill. We started sending notifications about this to customers back in January and these continued until late March.
We always balance our prices with the need to continue investing in our network, products and services. Like many businesses, we’re experiencing rising costs due to inflation. We are not immune to rising costs, primarily due to wider economic changes from rising inflation.
We’re seeing growing demand for data – with usage growing by more than 10% each year. Last year, we invested more than £2bn in our networks, which contributed to average broadband speeds increasing more than 40%, while helping to make sure our customers stayed connected and were able to keep using our services more and more.
Many of our main competitors have announced changes to prices, and more are expected to do so this year. We are confident that we provide excellent value for our customers by including daily saving on Priority, discounted TV subscriptions through Stream, and boosting broadband speeds and data through Volt. We also support our vulnerable customers through our Essential Broadband packages as well as Talk Protected landline customers, all of which will not see their prices change.
If your price has risen beyond what you were notified of then you can view details on your bill directly through My Virgin Media. This will give you information on any discounts that may also be coming to an end.
In terms of compensation, we have an automatic compensation scheme in place. When there is a total loss of service for your broadband or phone line, the account is automatically assessed for compensation, once the fault is closed as resolved. If eligible, the credit is added and will show on the next bill due to be generated. If you've not received a credit then it would mean you haven't met the criteria. You can view more on the scheme, including eligibility here ➡ Automatic Compensation.
If you have any further queries or questions, pop back and let us know.
Many thanks,
