Why £106.10 charge for first bill after moving?

[jasmine66]

I've been with since September 2023 and I've just moved to a new house. After talking to the Virgin Media customer service I managed to change my installation date to the 9th of August but they said my first bill would be £106.10 even though my wifi per month is £27. After asking why this was they said they would only be able to tell me after the installation is complete. What are these charges for and why can't anyone in Virgin tell me in advance?

Thanks any help!

Jasmine

[Cardiffman282]

Hiya Jasmine. As Highway says moving house is exciting but also exhausting, expensive, and stressful. I wish you luck in your new home. 

As to the magical mystery tour that is Virgin Media billing here where you get no explanation for the five fold jump in monthly fees until they get there well I am sure that's one bit of intrigue you could well do without at the moment thank you very much.

Virgin Media does have a £20 charge to cover the cost of moving services to your new address, or £35 if you're changing packages.

I do begin to wonder whether you went with the standard moving procedure or whether you called the offshore customer services agents and were treated as an opportunity for commission by the agent by them setting up a brand new (and probably upgraded) contract rather than a simple carry over of the cheaper existing one (albeit with the one time moving charge mentioned above).

What comms have you received, if any, to date about your move?

Companies must communicate changes to direct debit amounts to you under the Direct Debit Guarantee. 

[jasmine66]

Thanks so much! Hopefully they will reach out it has been very stressful. Maybe I will give them another ring to see if someone else knows what is going on.

[jasmine66]

Hi thank you for your helpful response! 
Yes maybe you are right, after trying to move my services for days online with no luck I did just  ring them, I did go with the same contract so I am really confused as to why it is so expensive. I think I will ring them again tomorrow to see if someone else knows what is happening. 

[Matthew_ML]

Hey jasmine66, thank you for reaching out and I am so sorry to hear about this.

When you move house you start a new account so your first bill will be a double payment again along with any moving fees added on top.

You can see the breakdown on your app here 

[Cardiffman282]

Matt it would be helpful if your guidance above could be added to the Moving House page please. 

[Matthew_ML]

I will pass this on as feedback. Cheers 

[jasmine66]

Hi,

I am unable to log into my app when I try and register it says that my account is not active. Is there any other way to see a breakdown? If my payment should be £27 even with a double payment it should not be that high?

Thanks, Jasmine

[Steven_L]

Thanks for coming back to us jasmine66, when you moved have you made any changes to your package at all or have you kept the exact same package you had at your previous address?

Regards,

Steven_L