Upgrade contract question

[Jim_N]

Hi all 

My contact was due to come to an end in December.  I was offered a deal online though the online upgrades that I was happy with.  M350 for £19 a month.

I went through the process online and signed up to this, agreeing a new 18 month contract which was emailed to me.

Roll round to December and I have now been charged full price for my broadband as the online upgrade wasn't showing on my account. 

I phoned up and gave the agent the contract number and he said this would be honoured and would show up in my account within a week. 

Two weeks on and it's still showing the full price will be coming out via direct debit on 2nd January.

No idea what to do as I don't seem to be getting anywhere on the phone.

Can anyone on here help me with this please.

Many thanks 

James

[Carley_S]

Hi @Jim_N 

Welcome back to the community forums 

Sorry to hear of your contract and billing concerns. We can certainly take a look for you at our side to see what's going on. 
 

It could be a little too late to make any changes to your pending payment unfortunately and your next bill may come out at full price, but when the package is put through and completed any overpayment you've paid from the bill would be refunded back onto the account and seen on this next produced bill. 

Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down.