Renewed Contract online. Virgin not honoring the contract.

[jackoroo]

On July 8th, I renewed my Virgin Media contract online, clearly receiving an email confirmation with a copy of the new contract outlining a monthly fee of £79. Yet, my subsequent bill shockingly totaled £131. When I contacted Virgin Media, I was met with confusion and told that they have no record of this new contract, insisting I pay the inflated £131 rate.

This situation is utterly unacceptable. I have a valid contract in hand that explicitly states the agreed amount of £79. It's outrageous that Virgin Media is attempting to charge me more, despite the clear evidence of our agreement. This is not just a matter of miscommunication—it's a breach of contract. Does Virgin Media no longer honor contracts they provide? 

[goslow]

In a past topic, the customer received some pre-contract renewal documents, showing the renewal price, but never completed the renewal process by digitally signing/accepting the renewal offer.

For clarity, did you fully complete/accept the renewal offer at £79?

If you did, and you are in possession of a new contract showing the £79 price, your next steps would be a formal complaint to VM first of all

https://www.virginmedia.com/help/complaints

(most likely a waste of time resulting in a fob-off nonsense reply) which will then allow you to go to arbitration as per process below

https://www.commsombudsman.org/our-process

[Alex_RM]

Hi jackoroo,

Thanks for posting and welcome to our community 😊

Sorry to see there's been some confusion with your package and pricing. We don't deal with package changes here, however I can take a look at the billing. I've popped you over a private message. 

Alex_Rm