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Package change charge for ‘free’ Volt benefits

Tuning in

I’ve been charged a package change fee of £26.50 for the ‘Free’ Volt benefits.

I didn’t even ask to be upgraded on Volt. It automatically happened a few days after the Broadband had been installed.

Are companies allowed to do this? Automatically give you an upgrade that incurs a charge without your consent?


Knows their stuff

Did you go from 500 Mbps to Gig1? There can be a fee for the requisite new hub for this speed. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

No 125 to 250

Hello Randall_Flagg,

Thanks for your first post and welcome to our Community.
Sorry to hear you have been charged a fee of £26.50 for the Volt upgrade.

When you signed up with us did you mention you were with O2 for your mobile?

As the Volt bundle is free.

It could also be the way our billing works as the first bill is always double. We charge a month standard plus a month in advance.

So it may look like the £26.50 fee is extra, when in facts it's just the way our bills are produced.

Bills are explained here if you need any help.

If you don’t already have a Virgin Media account, you can set one up now to manage your payments view your bill breakdown online at the touch of a button. You’ll get all the information you need without having to call us. 

With our community we are not able to help with any billing and you would need to contact our Team on options below.

150 from a Virgin Media Landline or 03454541111 from any other phone. 
WhatsApp: +447305 327 112 



Tuning in

The bill explainer didn’t help with this one. I can’t explain it either. My payment covers me til mid May. All the rest of the charges refer to either Volt of a package change.


To best explain this @Randall_Flagg , we have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. I'll be in touch soon.


Forum Team

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