email about price changes quotes wrong contract prices...

[ajo]

Have just had an email saying that our "reduced contract price ends soon" and it will go up on 19/10/23...

The issue is that this is the old contract and pricing and a new contract was taken out on 20/9/23 for 18 months.

I would like to make sure that no price rise will happen.

[Carley_S]

Hi @ajo 

Welcome to the community forums 

Sorry to hear of your concerns with the email you've received. 

There are no further annual price rises at all this year. 

Do you know of any credits that maybe expiring soon? Any that may have also been manually added for the remainder of your previous contract? As this might explain the increase if these discounts have expired recently with your new contract agreement. 

[ajo]

Hi. 

There should be no credits expiring as this is a new contract that started in September. The email has the contract ending date and price rise date from the old contract which should now have been replaced. When logging into virginmedia the new contract and correct dates are there….

[Matthew_ML]

This could also be a promotional credit for example a credit for one month. 

If you go here you should be able to see what deal you are and it should break it down,

Please make sure they match your records and let us know. Cheers 

[ajo]

It is not a promotional credit. It looks like that link just takes me to download the app?....  

When I log in to the user area on desktop the current NEW contract is there with the correct start and end dates, I also have the contract PDF. The email has the start and end dates from the OLD contract which has now been replaced.

I am disappointed by the apparent lack of attention to detail and responsibility demonstrated by Virgin Media who are sending automated emails containing inaccurate and distressing information.

I look after the account for my parents, who as you can imagine are quite concerned by this and it is now taking my time to rectify a situation that should never have arisen in the first place. This has understandably caused significant concern on their part.

Can you please promptly investigate this matter. Perhaps it is better to DM so I can send screenshots which might help understand better?

[Matthew_ML]

Okay no worries I will send you a PM so we can look into, please look out for it.