Recently you printed a statement from Virgin Media saying that it does not upgrade without a request or permission. This is not true. I have been “upgraded” twice in the past five years, without any request or permission. 

The first time I simply received a letter telling me that I had been upgraded, with no comment about the extra charges and no contact from me whatsoever. 

The last time was recently when our TV picture started breaking up. My wife phoned the Virgin helpline and was told that a new box was needed. The person at the other end did not specify any more and certainly did not say there would be any charge. A week later we received a TiVo box and installed it. 

After that our statement came showing a £6 increase in monthly charges due to an “upgrade”. We were furious at this blatant deceit. Looking at the Virgin website, new customers are offered the V6 box, not the old TiVo type that we were sent, for a significantly cheaper monthly charge than we were paying. 

After a phone call to Virgin our monthly bill has been reduced by £24.55 to £75.50 and we have been given the latest V6 box at no charge.

MH, West Midlands

This is a TV, broadband and telephone package. 

Virgin Media said that the new price was due to you accepting a cheaper bundle for your services. Sometimes it is possible to renegotiate and get a new deal that will start a new 12 month contract.

As for the upgrading Virgin said it is currently offering eligible TV and broadband customers a free V6 upgrade if they have a TiVo box. It said this does not involve a new contract.

Virgin Media said that your price originally increased due to a £3.99 price rise, which took effect on 1 November 2017. 

Customers who receive a price rise notice have 30 days from the date of the letter or email to cancel their services without penalty. 

It said you did not contact Virgin Media regarding the price change until 11 January 2018 when you re-contracted to the new deal. There are clearly loose ends in all this that I cannot tie up.

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