Virgin media removed NHS discount mid contract

I called up Virgin Media the other week as I was having internet issues. After discussing with the operator they reset my router and offered me a speed increase for an additional £2 per month on my existing deal. I accepted as this seemed reasonable and we have a lot of heavy usage in the house.

Fast forward 2 weeks and I have received my new bill. My plan has increased from £26 per month to £75 per month!! They have removed the NHS deal from my account that I had previously.

I called up today and the customer service told me this can’t be undone and they forwarded me to retentions.

What can I do here? The person who sold me the £2 increase has completely misled me or made a huge mistake on my account.


  • Ms_Chocaholic
    Ms_Chocaholic Posts: 12,529
    Name Dropper First Post First Anniversary
    Email the CEO and ask them to listen to the call, that you weren't informed re losing the NHS discount.
    Thrifty Till 50 Then Spend Till the End
    You can please some of the people some of the time, all of the people some of the time, some of the people all of the time but you can never please all of the people all of the time
  • FreeBear
    FreeBear Posts: 14,265
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    edited 12 October 2023 at 10:05PM
    Type up an email headed "Formal Complaint", outline the basics of your case, and send it to [email protected] - If they don't respond in eight weeks, you can escalate to the ombudsman.

    Oh, and stop phoning them unless you can record the calls - Do everything in writing, and then there is no argument about what was/wasn't said.
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