Help! Stream activation failure but being billed when have no content to watch

[purtdavid]

Hi,

Elderly parent's (Dad who is David the account holder) account who give me authority to interface with VM on their behalf and is documented on VM records every contact as I'm their son John living at same address.

Just before the last price increase on Stream box & before the name Flex became live I added Sky Sports HD (£18.75) & TNT Sports (£10) via their My VM account web portal but it failed to complete. I was straight on email to raise that I didn't want to re-sign this new 18 month contract that was made aware of afterwards not before but both bounced back saying can't contact VM via these addresses. Dad has VM emails mirrored on his phone but never said anything about any new emails recording these changes. Looking tonight they were still unread blush so we have missed this and they've not raised it to me. Having read the email history now a 18 new contract was issued adding the 2 channel packs. So I presumed it would be corrected when the prices went up as we would be paying less but didn't. Mum came at me in a raised voice on walking in from work tonight that VM had debited £123.20 when our contract is £71.00 without any non-inclusive charges for their anytime landline service and those 2 channel packs. Some of that was smoothing I tried to explain but bill said normally new price would be £100.00 (£71+£29). We have not had access to that content we've been billed for!

How do we get this sorted out please? Can ring 150 at 8am tomoz to try to get a low wait time to connect to an agent?

If forgetting the 2 channel packs going forward and staying at £71pm is an option without being hit with early disconnection fees that would be acceptable please?

Cheers John/Dave/Moira.

[Carley_S]

Hi @purtdavid 

Welcome to the Community Forums. 

Sorry to hear of your concerns with the contract and bill you've received. 

If you made this order for the new contract online then this might not have been visible to the agent when calling as these online orders can take up to 14 days to be applied to the account. 

You do have a 14-day cooling-off period for any new contract should you've missed the email and presumed this wouldn't go through., so if you're within this time we can look at what we can do for you on our side. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down.