First bill as Virgin Media - Wrong

[Mike RB]

When it comes to billing, NTL really let themselves down and it looks like VM are no different.

I received my NTL bill earlier and found is is wrong, but around £20. I called up and we both agreed it should be around £73, not £98 as I was billed.

The billing was then corrected or so I was told and a credit was applied. Yes sir, we will take £73 from your account (or around, don't have the bill to hand).

Today, £85.xx was taken.

I've rang twice way before the DD was taken to check they have sorted the bill and was assured both times they had.

This is something Branson really needs to work on, though admittedly it was NTL when I tried to sort the bill, but surely the change over in training/ CS was taking place then.

[Mike RB]

Any kind VM employees want to take a look at this for me?

[Acathla]

as part of the DD guarantee, because they have taken an incorrect amount, I believe you can ask you bank to refund the amount and they will claim it off NTL again on your behalf. Of course a kind word with CS is always preferred

[Mike RB]

Yeah, I'm aware of the DD indemnity (I used to work for NTL in the call centre long ago but have no contacts there now).

Problem is, there is a problem with the bill and me pulling the money back won't resolve that. I'm somewhat concerned as I have spoken to two people to resolve this and it is apparent there is still an issue with my account.

Many thanks for your reply.

[iadom]

Just received my first Virgin Media bill.
Had a new V Plus box fitted a couple of weeks ago, was told that new box would cost £10.00 ( on XL pack) and the second box that I was paying £15.00 for would now be £5.00.
Billed for £10.00 for the V+ box and £15.00 for the second box.

Jim.

[Mike RB]

Thats the issue I have. Exactly the same charges.

I have called twice to have this resolved, and was hoping an employee that reads this site would be so kind to take a look for me.

[videodj]

I also had this issue, was charge £15 for V+ and 2nd stb, plus and extra £15 for a stb. When I called they said they needed the serial number from the stb I still had so the one I sent back could be removed from my account.

This does seem stupid, they can see I had the V+ installed and kept 1 stb, set can't remove without a serial number.

The guy said he credited £15 and the new amount that will be taken by DD, I guess I'll wait and see if they get it right!!

[johnforpeel]

My bill has been wrong since day 1 and after 2 phone calls they say it will be corrected at next billing sometime in March. I don't think they realise how much stressful it can be and how disillusioned their customers become

[knobby]

I "upgraded to talk unlimited"
at no time did the sales rep mention "6p per connection" or "redial after 59 minutes !

hence i have a bill for about £9.00 of calls on top of the "unlimited"

NOT VERY UNLIMITED IS IT ?

Why cant they just be honest and plain amd simple

wouldn,t that be nice

"Richard" ???

[lostandconfused]

there isnt a connection charge for calls covered in the unlimited packages

the 59 minutes thing is part of the fair usuage policy, most phone companies use one, you should have been told about it but it is in the t&c's aswell

[knobby]

exactly, i SHOULD have been told about it, I havent even seen the t and cs

[Lynchy]

I have also had a wrong bill, but mine is 30 pounds less than i should be paying

[daz300]

well first bill
tv xl : £31.50 - £20.50 on the web site
1 additilal box £15.00 - £9.99 on web site
BB L 25.00 - £25.00 on web site

cost to me : £16.01

one out of three looks like i will have to ring CS .

[AntiSilence]

Originally Posted by daz300

well first bill
tv xl : £31.50 - £20.50 on the web site
1 additilal box £15.00 - £9.99 on web site
BB L 25.00 - £25.00 on web site

cost to me : £16.01

one out of three looks like i will have to ring CS .

The TV for £31.50 will include the £11 telephone line rental if you have it.

[BenMcr]

Originally Posted by videodj

When I called they said they needed the serial number from the stb I still had so the one I sent back could be removed from my account.

Customer Services would need the serial number from the box they need to remove as the system doesnt show which box was taken away. All it shows it 2 additional boxes. You wouldn't want them removing the wrong one would you?

Originally Posted by daz300

well first bill
tv xl : £31.50 - £20.50 on the web site
1 additilal box £15.00 - £9.99 on web site

The additional box price changed on 1st Feb from £15 per month to £9.50 per month. If you were previously charged £15 per month for the extra box or ordered the install before the 1st, it isn't updated to the current pricing. The website shows what the cost would be if you ordered it now.