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Shambolic Contract Renewal

Wallace101
Joining in

Hi

We did a contract renewal for our Virgin Media services on the 12 January 2024, for a fee of £117 per month (plus inflationary rises.) We received all of the contract documentation relating to the new contract that day that states it is for a minimum of 18 months.

However, yesterday we received a bill for £177.50 for March.

We phoned Virgin Media this morning to query the amount given that we had a new contract that came into effect in January.

We were told that the contract was not processed by Virgin Media so that price is no longer available, this despite us having a contract at that price.

We asked for an escalation to speak to a manager but was told that there was nothing neither the advisor or manager could do as that price didn’t exist. Helpful!!

We are flabbergasted given we have a contract and we do intend to take this further to ensure it’s honoured.

Having read through the forum it appears we are not the only ones who have had this issue recently.

If someone is able to assist it would be appreciated.

6 REPLIES 6

Cardiffman282
Knows their stuff

Raise a formal complaint with a view to escalating to arbitration https://www.virginmedia.com/legal/consumer-complaint-resolution-code-practice 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

golden86
Dialled in

Could the bill be for partial January + February package rates? 

No Customer Services confirmed the renewal hadn’t registered on Virgin Media systems, despite me being sent a contract. Also old contract price and new were very similar so partial payment for each wouldn’t make much difference to the monthly bill.

Hi @Wallace101 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you have been having with your contract renewal, we would like to bring you in for a private message so that we can look into this further. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina

Thank you for the helpful, quick and efficient help you gave today Sabrina_B - very much appreciated 

Mum1212
Tuning in

(1) Request a DSAR - there is an online form and an email address DataSubjectRights@virginmedia.co.uk 

You will then get the logs about the contract discussion and can use that as evidence.

(2)Contact VirginMedia help on twitter - in public - shame them - they respond within 24h

(3) tell them you are moving house and end the contract - give them your mums address