Contract price different from the pre-contract documents I agreed to
Hi, I'm moving house on the 13th May and pre-ordered a router to be delivered on the 13th to my new address. The package I ordered was the M350 fibre broadband with no extras. The price I was sent on the pre-contract documents is £28.99 for the first 12 months. But I have just been emailed the full contract and the price states that it will be £66 a month which was not what I have agreed to. I have never had to pay for broadband before so this is my first time setting up an account with any ISP. Therefore I am not switching or moving internet from one house to another. Please can someone help me as I do not want to pay £66 a month when I was promised £28.99. Thank youOnline Renewal Issues, Frustration and can't get any information
I'm frustrated and very confused with Virgin Media's online renewal process. My contract ends 6th Dec 2024. I have the ultimate volt package and was offered a like for like renewal online for a small increase so decided to renew online on Thursday (28th Nov). After submitting the order, I received a pre-contract agreement and an order confirmation email. However, I have not received any further communication or updates regarding our new contract since then. I have phoned Virgin a couple of times but either get staff re-pricing the renewal (at higher cost!!) or they cannot tell me when my new contract starts!! I am very worried about this am trying to sort this before contact ends. What is more concerning is that my online account now look wrong as it says that my current package is expiring 5th December 2024 (but showing the new deal price) and the online renewal option 'Grab your deal' (same price) is there and I can select it again - giving the impression I haven't 'renewed' even though I have an order number. I just want to simply renew at the agreed price so things just roll on for another 18 months but I have no confidence that the process is working as no one can confirm the new contract is in place. Please can someone help/advise how to make sure this online renewal service goes through.Package Deal not met
I signed up for the m350 broadband deal £28.99, a price that is confirmed in my pre-contract summary and is still currently available on the Virgin Media website. However, I currently see my bill will be £66 a month. I reached out last Friday through the online chat and an agent said the relevant discount was not applied and to contact again in 48 hours. Today the first agent also told me there was a discount application issue and passed me on to another member of the team who proceeded to try and move me on to a different more expensive and longer contract and would not allow me to speak to another member of the team. Could someone assist me on this situation?Contract looks to be ending even though I have renewed
Hi My old broadband contract is due to finish tomorrow, May 8th 2025. I upgraded/renewed to a 1 Gig fibre broadband 18 month plan on 04 April and have the order email with reference number etc. I even set up the Hub 5 that was part of the speed upgrade over the phone with a customer services representative, all good. The My Virgin Media app is saying that my end date is 08/05/25 with no mention of the new bundle/contract. I also got a renewal call today and the person on the phone claimed that there had been no renewal. They hung up after 12 minutes of the call. I have googled the number and there are reports that it’s a scam number, but other reports that it is legit. Is my contract upgraded at all or is it just about to expire? I can’t have the internet going off, I rely on it. If anyone can help me or advise I would be very grateful 🙏 ThanksMoving House & New Contract
Hi, I've just moved house last week and used the self-install form. My internet is working fine at the new place, but my account is showing a new contract of 18 months. I was out of contract and haven't made any changes, and the self-install page does say I'd keep my current contract. Is this just an error showing on my account, or is there something that needs changing to show I'm not in contract anymore? Thank you!Cancel landline only
My contract is about to expire and I'm happy to renew the broadband, but I don't want the landline. We don't have a handset or ever use the landline. Do I have to have the landline "option" i.e. a effectively a top-up to the price, or can I cancel it and retain the rest of the package? The Online Chat Bot doesn't understand this, and when renewing there is no option to cancel. I don't wish to have a 45min+ phone call (again!) to discuss what should be a relatively simple tick-box unticking. ThanksJPLeft and still being charged.
Hi, I have been a customer since the pre-NTLWorld days and now it now no longer fits my needs. I gave VM the required 30 days notice following the contract end date both via one-touch switching with by new provider and via WhatsApp on the 15th February 2025. However nobody from Virgin Media has responded to either notification and have continued to invoice for a service no longer being used. This is causing me untold stress and anxiety for something that should be straightforward by continuing to invoice now at a higher fee as I am out of contract. This was also later followed up by a telephone call to a customer service agent who denied ever receiving notification, yet VM have continued to invoice even following this call. Can someone from VM please pick this up to close my account immediately as should have been done previously, and back dated to the 17th March 2025 the date my account should have been disconnected and finished and credit any overpayments that have accrued. Please also arrange a way for me to return your equipment as this has been disconnected since 17th March 2025. Look forward to this situation being resolved to my satisfaction.Virgin not honouring contract?
Good afternoon all, on the 25th march I upgraded my broadband package to include megaTV and sky sports + Sky cinema. I was quoted £86 for the new package which included M350. I received my pre contract info and everything was as expected. fast forward to the next day (26th march) and I received an email titled ‘thanks for making those changes’, which had my new contract in. However the price was £50.73 for the agreed package. I phoned up Virgin to confirm what price I would be paying and they said it was the £50.73 package which had a discount included. now, in the App it’s saying my monthly bill is £86, even though the contract says £50.73. I’ve questioned it again and they are denying all knowledge of the cheaper contract, even though it’s in my active contracts on the website! has anyone else experienced this? Or know how to deal with it?
