Virgin Media Best Contact Method For Billing Error

HampshireH

We swapped to Virgin in November and have just had our first DD taken (after 3 months free)

They have taken £89 despite the contract being for £79 a month 

I know they are known to have awful customer service and I'm conscious I could end up on hold for forever if I call.

Do they still have an online chat option still as I swear I used this when we were setting up the contract but one never appears on my portal? I see reference to Live Chat but I cannot find it. I would prefer this as I can keep a copy of the conversation.

If I have to phone I will but I'd rather avoid it. The "contact us" link goes round in circles for me.

(Reference the payment. We already paid the connection fee in November and are excluded from any increase as signed after July 2020 - we also have had no notification of an increase in price. The deal was due to promotion in our area on a 18mth contract)

Brewer21

Well you may not be excluded from the price increase, so was I, promised no increase during your 18 month contract. Guess what, had a letter stating price increase last month. Asked them if this is for real, they said yes.
I've exercised my right to cancel the contract, you can if you've had a letter telling you about the rise.
Sky installed last week, services end next month with Virgin.
Incidentally they've still got me down as my contract ends next year online, another phone call needed to verify they listened to me and acted, they said they had and have me a definite date it all gets cut.
Phone number I use, it's a little easier than using the other numbers but perseverance is the key....
0345 454 1098

PZ19

That last number is the retentions department, won’t do billing I wouldn’t have thought and it is a chargeable number from your virgin media home phone, so be careful.  Afraid it’s 150 for billing.

HampshireH

I sorted it 

They gave me a number on Twitter.

They tried to tell me I had renegotiated my contract 2 days after we agreed it to a 3 months free welcome deal. Couldn't explain why my contract was for the original value etc.

Our deal was 3 months free and £79 a month not one or the other.

Anyway I sent them the email they sent me in October confirming my deal and they have credited my account on a reoccurring credit for 18months.

 So we will see what next month brings to see how true this is