Latest bill not in line with contract
Hi, Could a member of the VM team please check to see what is going on with my account/billing? My bill amount has suddenly shot up by a significant amount and is definitely not in line with the contract renewal I agreed back in January (based on the contract documents, I shouldn't be paying the amount I've just been billed until August 2026). My contract end date showing in My Virgin Media appears to be in line with that January contract renewal, which makes it look like the new contract was applied, but any attempts to view the actual contract (either via the website or the app) result in an error, which makes me think something has gone awry, probably related to the numerous other email renewal offer issues. I still have all the renewal documents, should you need them.
Issue issue issue
Finally realised how much I was being ripped off with my subscription and have been trying to change it with the online quote, onto renewal I constantly get the page is down for any renewals but if I set it up as I’m moving to the address it will work, sends me to the online chat however they can’t even give me the deal that I can see online. On the edge of cancelling and going elsewhere if this isn’t sorted asap
Contract renewal, and misleading statements
Hi all - I currently have Gig1 Volt and Mega TV, and it's time for the 18-monthly haggle, and as I haven't received any email or online offers I had a live chat session yesterday. The deal offered isn't too bad, and offers a good start for negotiation (currently it's still a 25% increase), but what worried me was some of the statements that the rep made, which as many other threads show, aren't always reflected in the final paperwork. To that end, what are people's thoughts/experiences on the following: I asked if I could drop the O2 SIM, as it is poor value and the signal is rubbish where I live. He said that this was just a case of going on to the O2 website and doing that, and that it wouldn't affect my VM deal, but I thought the two were linked? As many others here have found he 'forgot' to mention the Netflix downgrade to the ad-supported version, saying that my package would remain the same, but did at least do that when asked directly. To try and close the deal he 'insisted' that I take this 'great offer', and when I said I wanted time to think about it, dropped in that my next bill was much higher. I'm fine with that, due to the nature of billing in advance and adjusting later once a new deal is agreed, but he stated that I was now 'committed' to paying the higher amount regardless. Some serious staff training needed there. If anybody would like to comment on their experiences of dropping the Volt SIM in particular, or managing to retain Netflix Standard, that would be helpful. Next step will be a call to retentions to see if they can improve on the proposed offer, as at least we now have alternative FTTP providers in my area, and maybe using the 14-day cooling-off period if needed. Thanks - ChrisConflicting messages on Hub Upgrade
HI there, I'm trying to renew my contract, I'm getting conflicting messages on hub upgrades, and the customer service line is as much use as a chocolate teapot. If I log in on desktop, I'm offered upgrade packages to speed. I'm currently a M350 customer and I'm being offered M500 or 1Gig. If I log in on mobile, I'm being offered the M500 upgrade, or an upgrade to my hub from 3.0 to 5.0. When I spoke to an agent on chat, they told me that I could only upgrade to Hub 5.0 on a 1Gig contract. Can someone confirm if that's true? I'm more interested in a hub upgrade because my current connection, as good as it is, suffers semi-frequent 'blips' in connection that are becoming frustratingContemptible
I've been on the online chat for over 4 hours today trying to get a resolution. I renewed my contract on 2nd March, via the renewal email that I got from Virgin. I got an email today saying they'd be taking a payment of more than £50 above my usual cost. Contacted them and was told that I hadn't "accepted the order within the required 7 days". I asked repeatedly where in the email or the pre-contract info that it says I am supposed to respond at all, let alone within 7 days, and got absolutely no useful answers. "Maylem" was beyond unhelpful, patronising and ignored all of my questions. This exact thing happened to two of my family members in recent weeks. It's a disgusting tactic by Virgin aimed to trick loyal customers into falling onto an expensive rolling contract. When you get in touch with them, they say they can no longer offer you the original renewal price. But when I pursued this problem on behalf of my father-in-law, I got through to someone half-decent who said they'd honour the original renewal price by creating a new contract at the higher price with a recurring credit to his monthly bill to bring it down to the original price he was offered. The service from this dogsh*t company is utterly contemptible. I've now cancelled, but they're taking today as the start of my 30-day notice period, which means in a few days I'll pay over £140 for a "service" that's supposed to be £90. They're also having the audacity to charge a further "final" bill of £30 in May. New customers can get the same contract that I had plus an iPad for less than what I was offered at the original renewal stage. These forums (as well as others like Reddit) are absolutely littered with people like me who can't work out why their contracts suddenly massively go up in price only to be told there's some non-existent "you must accept within 7 days" thing in the contract. It doesn't exist. It does NOT say anywhere that this is a thing. Is it written in invisible ink? The first guy I spoke to online told me that "online renewals don't go through most of the time". Are they not a COMMUNICATIONS company? How is it that online renewals don't work most of the time? Virgin Media are a f*cking joke and I will be writing a complaint to the Communications Ombudsman. They're breaching Section 50 of the Consumer Rights Act 2015.My contract is somehow both renewed AND expired
So, I've been with Virgin with years, and just never really bothered renewing. Eventually, one of my TiVo boxes gave up the ghost, so I had to phone up. Turns out they don't supply those nowadays, so I got moved to a new contract with 2 TV360 boxes, M500 broadband (up from M125) and Sky Sports for £130, £5 more than I was paying. Didn't particularly want Sky Sports, and would've preferred Sky Cinema, but nope, they wouldn't budge on it. Anyways, that all went through, and I renewed on the 7th of March, got the boxes on the 11th, everything hunky dory. It's now the 17th, and my online account finally shows the changes to my contract on my account... but for some reason I'm still getting the big banner telling me to renew, because my contract is supposedly expired. The kicker? It's trying to renew the renewed package, so the deals are better than what I got. So, uh... I'm dealing with Schrödinger's contract here. Is my contract renewed, or expired? And, hypothetically speaking, what would happen if I did try 'grabbing those deals', renewing the renewed contract? I won't, because knowing my luck, I'd end up with two contracts or something, but I'm just curious.
Renewed online but...
Because of the price increase, I had a look to see if I could renew online, and much to my surprise, it was offering me 250M for £20 less than the post-price increase I would have been paying for 125M, so I renewed. I got all the contracts (and printed them out) emailed to me. Emailed confirmation from "webteam". So I waited about an hour then restarted my modem to pull down the updated configuration file, and start enjoying the new speed.. However, the modems configuration file shows no changes after restarting the modem. How long is it going to take to get my new speeds please?
