Forum Discussion

hula993's avatar
hula993
Just joined
12 days ago

Being sent threatening emails

I moved home in January 2024, whilst in the middle of a Virgin Media broadband contract. When I moved, I wanted to continue with my Virgin contract, but they do not cover my area, so I was forced to change providers. I was asked to prove I had moved home, and return the equipment, which I did. Both of these were confirmed by Virgin themselves. My account was paid up to date before I changed providers.

I have since received numerous threatening emails, saying that I owe them £187. I have tried to contact them by phone and live chat with no luck as I don't know my memorable word. When asked to reset my memorable word I am directed to my Virgin Media account. When I click on "Forgotten Password" nothing happens, I receive no email. When I attempt to register for an account, after inputting my details it just says "Request in Progress" and does not progress any further. 

Virgin Media are threatening me with debt collection for something I have not received, and refusing to speak with me about this as I don't have details for an account I didn't even set up, and no longer have with them as my service has stopped. This really is absurd.

How can I get this resolved?

  • hula993's avatar
    hula993
    Just joined
    12 days ago

    Just as an addendum to the above post - I have now learnt from Live Chat that my account has been disconnected. This is because I left Virgin Media due to my home move. It also means I can't even access my bill, so at this point I don't know what the bill is even for.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      12 days ago

      Hey jula993, thank you for reaching out and I am sorry to hear you are having a billing issue, also a very warm welcome to the community.

      Please do remember we do bill right until the day of the disconnection, then we would send you a final payment and once any kit and the bill as we been paid we would send a cheque refund out within 45 days of this. 

      We continue to bill you as usual until your disconnection is complete. This helps to make sure your final month of service isn't interrupted. You will therefore probably see charges that go beyond your disconnection date, normally because your cancellation date takes effect mid billing cycle.

      So any over payments will be refunded back.