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Upgraded to sky cinema - conflicting charges

Hi, about a week ago I upgraded to include sky cinema through my v6 box. The message on the screen told me there would be a £4.43 charge for the part month and then my package would be £97 a month. I got an email from virgin a day later telling me my package would now be £115 a month. How can this be so different from the message I got on the screen?

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Re: Upgraded to sky cinema - conflicting charges

Anybody help?

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Re: Upgraded to sky cinema - conflicting charges

Good Morning Yardstick,

 

Thanks for your post and I'm sorry to see you've had a billing/package issue.

 

Can you please advise me if you've been able to check your bills to see if a discount has expired elsewhere on the account?

 

Kindest regards,

 

David_Bn

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Re: Upgraded to sky cinema - conflicting charges

Hi David, nope, no discounts have expired on my account. 

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Re: Upgraded to sky cinema - conflicting charges

Have you come to the end of your contract Yardstick? The price will revert to the correct price for the package.

 

Are the package details on your bill the same this month as it was last apart from Sky Cinema being added to your account?

 

Regards

Steven_L

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Re: Upgraded to sky cinema - conflicting charges

Hi Steven, nope not near the end of contract, believe it ends in October 2020.

Yep the bill this month and last month are the same except for me adding sky cinema. 

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Re: Upgraded to sky cinema - conflicting charges

I would like to take a further look into this for you Yardstick but would need to do this over a private message, so that we can pass account security and get this looked into.

 

I will pop over a private message in the next few moments, please reply and we can look into this.

 

Thanks

Steven_L

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