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Unexpected monthly price rise

Tuning in

I am 14 months into an 18 month contract. I currently pay £96 a month for the ultimate oomph bundle including m600 broadband. Yesterday I received an email to advise I am being sent a new hub to support a faster speed of broadband as I am being upgraded for free. 
This morning I have been sent a further email thanking me for making an upgrade to my package and advising me that my new monthly fee is £105.32. I have viewed the attachment and my “free” upgrade is £9.32 a month more. 
I have not requested this upgrade and I have not agreed to any changes. I have spent 2 hours today trying to resolve this without yet being able to speak to someone. Can anyone shed any light on what is going on? I have not requested this upgrade nor have I agreed to any changes at all. 


Very Insightful Person
Very Insightful Person

Hi @SD54672 

Can you post screenshots of the emails (making sure that you blank out any personal information such as account number, email address)

Also check in My Virgin Media to confirm any changes -  do you have a new contract there, and if so does it show you are still on the Ultimate Oomph or has it been changed  to Ultimate Volt, plus any other differences compared to yuor previous contract.. 


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emails are attached below  



This is how my contract/bill now displays. Personal details blanked out. It shows as a service change  





I handed in notices and got a call from retentions who offered my the top package for what I was paying £73 pm.   And 100 bill credit.  It's amazing we all get differ t prices.    It should be a set price and the longer we are with virgin the cheaper we get.   Non of this makes sense to my brain.  Good luck 

Thank you! 
Agree it should be one price for all. I have not instigated any changes on my account so I really cannot understand why the price has gone up like this. If anyone ever bothered to answer the phone I would love to discuss this with billing. 

Hi SD54672,

Thank you for your post and welcome to the community. 

I'm sorry to hear about the unexpected change in your bill.

I am happy to take a look into this for you. 

I will private message you now. 


Is anyone able to help with this? I don’t understand how a company can change your package mid contract AND increase price without prior consent or conversation with the account holder. 

Hi SD54672,

Thank you for joining me in a private chat and for clearing security, glad I was able to help and get you the call back you requested, if you do have any further issues or if you have anything you wish to share with the  community, please do not hesitate to reach back out.