10mb for £16 - bill for £68.70

[Col89]

I've received 2 bills today - £39.24 & £29.46, for 2 months 10mb broadband only, I cancelled phone & TV when my mother passed away 5 weeks ago.

As a new customer, I'm not getting any discount as it says on the VM website I should be paying £16 for 3 months then £21 a month, I set up direct debit which has gone through & money has been taken from my account (£14) but broadband is charged at £26, I ticked no paper bills & have been ignored & charged £1.50 for each bill sent today, I have an account set-up on my virgin media page & don't need paper billing.

The second bill for £29.46 says "owed from last bill" with no breakdown of costs or any indication of what I'm supposed to be paying for, it says go to page 2, on page 2 just owed from last bill again.

If I can get through to customer services later I will have to cancel, I have already worked out a budget based on the prices listed on VM website & cannot afford these hidden charges.

[TbGbe]

My sympathies for your loss.

When cancelling, you have to give one month's notice - so would be charged full price for another month.

Cancellation, keeping BB does NOT establish you as a new customer so you do NOT qualify for those discounts. Also you would *may* have lost any loyalty/bundle discounts as well.

You will have to ring VM to clarify.

[Col89]

Just been charged £26 again for the third month, this time taken by direct debit.

The lies on VM site say £16/month to £21/month if paying by direct debit.

http://shop.virginmedia.com/broadband/up-to-10mb.html

Virgin have ignored every email I've sent about this.

[thenry]

my condolences Col89.

have you or anyone else you know at another property got VM services, a VM phone line? if so get round there and call VM free via the homephone calling 150 speaking to retentions/thinking of leaving, its option 5 then 2. tell them everything they should be able to sort something out.

if you have no access to a VM homephone/line then theres a few numbers you can try getting through to VM customer services to which you should ask to be put through to retentions/thinking of leaving. I'm not sure what the 08.... number is though.

[Hugh]

Col89, what does your online bill breakdown show?

[Digital Fanatic]

Yes, if you can supply a breakdown of your bill we can offer some advice.

[Col89]

These charges are for the period: 03 January - 02 February


Broadband Size: L

Bundle charges total £26.00

Your package total £26.00


My online bank account says £26.00 taken by Virgin Media Payments on 04 January 2012 by Direct Debit.

[Digital Fanatic]

Originally Posted by Col89

These charges are for the period: 03 January - 02 February


Broadband Size: L

Bundle charges total £26.00

Your package total £26.00


My online bank account says £26.00 taken by Virgin Media Payments on 04 January 2012 by Direct Debit.

Did you take over the account and downgrade the services or are you a brand new customer?

I'm thinking you may be getting charged a non-direct debit fee by mistake?

Are you able to call from a friends Virgin 'phone to speak to billing?

[Col89]

I've taken over the account & am a new customer (I've never been a VM customer before) but don't get new customer bonuses.

I cancelled the landline & TV leaving broadband only & set up a new direct debit so I would not be charged £26 or £1.50 a time for paper billing which I told VM I did not want.

My biggest regret now is not cancelling all services in October.

[nodrogd]

Sounds like they are not considering you are a new customer. If the services are at the same address they may have just amended the account name. Were all the services out of contract when you cancelled?

[Digital Fanatic]

Originally Posted by Col89

I've taken over the account & am a new customer (I've never been a VM customer before) but don't get new customer bonuses.

I cancelled the landline & TV leaving broadband only & set up a new direct debit so I would not be charged £26 or £1.50 a time for paper billing which I told VM I did not want.

My biggest regret now is not cancelling all services in October.

Sounds like you are not classed as a brand new customer, you have taken over the account - they are two different situations as far as the account is concerned. This is why you aren't getting any new customer deals.

The only other thing is, it still sounds like you are being charged for paper bills, so you'll need to speak to Customer Care on 0845 454 1111 or 150 from another VM line.

[Col89]

Got a reply from VM today

We’re sorry you feel that you’ve been incorrectly charged.

We've checked your account and can see that you're subscribed to the
Broadband Size L package. The standard charge for this package is £26.00
per month and you've been correctly charged.

If you were offered this package in £21.00, please call our team on
either of the numbers below and our team will be happy to investigate
the matter.

We can also see that the Direct Debit is active on your account.

http://shop.virginmedia.com/broadband/up-to-10mb.html

I wanted to cancel all VM services but was told to keep the phone/internet for a few weeks while funerals etc were sorted out & now virgin have me tied into a contract I don't want & are knowingly overcharging me for it.

I don't remember much of what happened in early November, all I remember is having a dead relative & chaos, the perfect opportunity for virgin to con somebody.

[Digital Fanatic]

Originally Posted by Col89

Got a reply from VM today



http://shop.virginmedia.com/broadband/up-to-10mb.html

I wanted to cancel all VM services but was told to keep the phone/internet for a few weeks while funerals etc were sorted out & now virgin have me tied into a contract I don't want & are knowingly overcharging me for it.

I don't remember much of what happened in early November, all I remember is having a dead relative & chaos, the perfect opportunity for virgin to con somebody.

I'd recommend speaking to Customer Care on 0845 454 1111 or 150 from another VM line. It's always better actually speaking to someone to get this sorted.