Bill changed this month

Hornet · 13-02-2008, 18:14

My bill for about 2 years has been 4MB BB £25 + L TV £11.50 with a 2 bundle discount of £11 TOTAL PER MONTH £25.50

This month they have changed my bundle discount to £4.50

with no warning or explanation TOTAL NOW = £32

I have looked on the VM site and the only bundle I can see that I could have is the 2MB & L TV for £25

Any idea where their latest £32 idea for my bundle is made up from?

I would be better to downgrade to 2MB and save £7? Agree?

Thanks for any help

bonzoe · 13-02-2008, 18:42

Have you asked CS? I would at least politely ask why has this happened without prior notification.

13-02-2008, 18:48

Can you tell us how the discount showed on the bill. how was it listed under discription. It could be a old value pack discount that has been removed because you don't have the services required for it.

Hornet · 13-02-2008, 20:54

Last month bill said '2 for £20 saving' -£11

This month bill says 'Broadband & TV Bundle saving' -£4.50

Also today I have asked for my Sky Sports collection to be removed, seperate to the above issue. I still have Sky Sports one 5 hours later! But SS2, SS3 and SS xtra are gone.

You cannot even subscribe to SS1 on it sown so is this a glitch and I won't get charged for SS1?

Thanks again for help

13-02-2008, 21:41

They have withdrawn a lot of the old discount packages and moved customers on to the new packages automatically. But I agree you should have been told.

Now I don't know whether the fact your billed in advance so you get your bill before the chargeable period would be classed as nortification, as they have told you before you've incured the charges.

I'd ring Customer care and see what they say

Again I would check with the Sky sports because it is possible just to have the one.

BenMcr · 13-02-2008, 22:50

By the looks of it the discount you had was supposed to be used in conjuction with old ntl pricing.

The £11 discount was supposed to be used as follows:

ntl select pack £16.50
BB 2Mb £17.99
= £34.49
- £11 for the line rental you don't have (which is the discount that has been removed)
- £3.49 for the original 2 for £20 discount (12 months only)
= £20

This was introduced around Summer/Autumn 2006.

If you had upgraded to the ntl base pack (now TV L) the charge would have gone from £16.50 to £22.50 as all ntl was the same whether you had the phone or not

If you had then upgraded to 4Mb broadband that would have been an extra £7

Total should have then been £33

If you took the 2 for £20 after Virgin launched it then became

TV L £11.50
BB M £18
-£9.50 2 for £20 discount
=£20

Then it went to 2 for £25

TV L £11.50
BB M £18
-£4.50 2 for £25
= £25

The £11 discount should have been removed when the charge on your account changed from either £22.50 or £16.50 down to £11.50, but it wasn't.

This is why it has now been.

You have been put on the current Virgin bundle for the services you have which is 2 for £25. Add £7 for the BB L upgrade and you get £32

Hornet · 14-02-2008, 06:10

Thanls for the help. BenMcr that is brilliant all makes sense now cheers for all that info.

I checked this morning I still only have SS1, that isn't a possible VM choice! Is there a glitch, I told the woman I wanted the SS Collection removed and SS2, SS3 & xtra all went.

You can only have SS1 & SS3 or SS2 & SS3 so what I have is weird!

Any ideas whether this will be charged, dissapear or remain on there in error for free

Ernie_C · 14-02-2008, 09:59

Quote:

Originally Posted by BenMcr

You have been put on the current Virgin bundle for the services you have which is 2 for £25. Add £7 for the BB L upgrade and you get £32

Ben, I'd appreciate if you could advise whether the same will happen to me?

I am in an exTelewest area and have a BB and TV bundle based on the 2 for £20 deal before it became the 2 for £25.

T V Size: X L 11 February - 10 March £20.50
V+ Box 11 February - 10 March £0.00
B B & T V Bundle Saving 11 February - 10 March -£9.50
Broadband Size: L 11 February - 10 March £25

Will I see a £5 increase at some stage or am I protected because I've always been on the Telewest billing system?

Thanks.

BenMcr · 14-02-2008, 10:33

Quote:

Originally Posted by Hornet

Thanls for the help. BenMcr that is brilliant all makes sense now cheers for all that info.

I checked this morning I still only have SS1, that isn't a possible VM choice! Is there a glitch, I told the woman I wanted the SS Collection removed and SS2, SS3 & xtra all went.

You can only have SS1 & SS3 or SS2 & SS3 so what I have is weird!

Any ideas whether this will be charged, dissapear or remain on there in error for free

You are welcome

I would certainly double check with them. Either you are getting SS1 for free, which is a bonus, or you are still paying for SS1 and SS3 and missing SS3 lol

Just ask them to confirm it was removed yesterday. Don't mention you still have SS1 or they will send a signal to definately get rid of it

Quote:

Ben, I'd appreciate if you could advise whether the same will happen to me?

I am in an exTelewest area and have a BB and TV bundle based on the 2 for £20 deal before it became the 2 for £25.

T V Size: X L 11 February - 10 March £20.50
V+ Box 11 February - 10 March £0.00
B B & T V Bundle Saving 11 February - 10 March -£9.50
Broadband Size: L 11 February - 10 March £25

Will I see a £5 increase at some stage or am I protected because I've always been on the Telewest billing system?

Thanks

You are protected because althought it is a withdrawn discount (the 2 for £20) it is a valid Virgin discount. That is what they are checking at the moment. Doesn't matter what billing system you were on, just as long as it is correct for your services

I can't guarantee that this will be the case forever but I can't see any reason why it would be changed

Hornet · 14-02-2008, 19:12

Phoned them again and said could you confirm my ss collection has been removed. Woman said yes all taken off yesterday.

Still have SS1

Now what? I don't want to get charged for it but surely I have good grounds now for saying I asked you twice to remove it?

Also don't want to get a year down the line and be back dated for SS1. Do VM do back dating of bills?

Thanks again

BenMcr · 14-02-2008, 19:50

At no point will Virgin ever backdate if an error if found (although they would be legally within their rights to do so)

Hornet · 15-02-2008, 16:52

I thought I'd try again today, told them not at home please confirm all SS removed woman said yes removed as my request on 13/2. So what do you reckon a glitch in the removing system? Is this normal? i quite often add and take stuff off and it always happens 100% within minutes so this is a first for me.

15-02-2008, 17:26

I'd just make sure that that its clearly noted on your account that you requested for them to be removed, that you've called and checked that they are and then just sit back and enjoy some free sports while it lasts. Its most probs a glitch in the system. I have know the same thing to happen with the Setanta sports for a customer had them for just under a year before they finally went. If you are that worried just ask them to send a refresh hit to the box which should sort it.

Like ben said they don't tend to backdate charges.