VM BB billing screwup

[MikeD245]

Virgin Media service & billing
6th January 2024

I am on an 18 month broadband contract, paying £26/month (promotion discounted £18 from full price). Throughout November the broadband cable in the neighbourhood was damaged and the Quality of Service received was very poor. On 1st December I received an email apology from VM stating I would consequently get a credit from the compensation scheme. I was then pleased on the 5th December to get an email stating I'd received a credit of £270.57 and hence the 4th December advanced bill starting 12th December was £0 with £244.57 credit remaining.

On 4th January I received an email bill dated 3rd January for £52 (payment date 19th January) stating this will be taken from my bank via direct debit on 19th January, but showing I'm still £244.57 in credit.

What is going on? I have a significant amount in credit so should not be debited at all until that credit has been fully used.

[Kath_F · Accepted solution]

Hi MikeD245, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear there's been some confusion with the billing on your account. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,