Signed new contract via web team, conned into signing more expensive contract over phone for same speed.

[juliegrooves]

Hello, I am writing on behalf of my mother. The M125 broadband 18 month contract for £28.28 was coming to an end on 04.07.24 according to the phone app. So we signed a new deal for the same M125 speeds via the virgin media app for £34 and received the confirmation email via the web team on the 3rd of May 2024 for £34 pm. My Mother who was confused by an email on Monday 12th this month saying our new monthly bundle cost is £52*. So she phoned Virgin Media in her confusion to make the deal cheaper and she has now ended up being put on a new contract of £39.28 pm for M125.

My Mother is now furious and stressed after having to communicate with a virgin staff who was very difficult to understand over the phone and to now find out with my help that she is now contracted to pay more than what was previously agreed on the 3rd of May. We hope to resolve this issue by a method which will not cause further confusion and quickly to the £34.

Thank you

[Robert_P]

Hello juliegrooves

We're sorry to hear of the package issues experienced by your mother in regards to the cost, we understand the confusion and frustration this can cause and you taking the time to raise this via the forums. Welcome to the community.

When did your mother last speak to the team in regards to the package? Did she call on either 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4? This will get her through to the contracts team who will be able to look into this further with her.

You can view your package and cost here, has this been updated to any of the 'new' packages?

Rob