Forum Discussion

Rexd's avatar
Rexd
Joining in
4 months ago

Believe I have been billed incorrectly, cannot access my account

I recently added a booster to my package, was told it would take my monthly bill from £37.99 to £44.99, that’s fine. I receive my bill and it lists my package as £44.99, with an extra charge of £12. 

I go to log into my account to view the bill breakdown, and the site tells me that my email or password is incorrect. I obviously know that my email is correct, as I’ve been receiving emails there, so I send a reset link to that email, wait ten minutes, and nothing comes through. Checked the junk/spam, not there either. I try this about 5 more times over the course of an hour, I receive nothing. 

Then I tried calling the number for existing customers, when it asks for my memorable word. I’m not entirely sure what it was, but there would’ve only been a few options of things I would pick. Try all of them, none work. I need to speak to a real person because clearly something has gone wrong with my account, I have tried every way I can think of to get back in and nothing is working. Any help? 

  • Hi Rexd 

    Welcome to the community forums 

    So sorry to hear of the issues you've had with accessing your account and your billing concerns. 

    We can look into this further for you on our side. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop down.