Forum Discussion

Gunslinger1's avatar
Gunslinger1
Dialled in
5 months ago

Billing - Viewing and Downloading VM Bill

Just had an email with the latest bill, including some package changes. I'd like to check these through to the actual bill, but:

  1. if you click on the red box in the email 'view my bill' an empty web page opens but nothing happens, and;
  2. if I go to 'My Virgin Media' there is no obvious button or link to click to view or download bills, and the 'Help' pages just cycle around without actually displaying any useful Help information.

I've tried both Edge and Firefox so it doesn't seem to be a browser problem. What is going wrong?

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    5 months ago

    Hi Gunslinger1, thank you for your post.

    We're sorry to hear about the problems you're having 😔

    Have you tried accessing your bill through the My Virgin Media app as oppose to through a browser?

    You can access the app by clicking here. 

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

  • Gunslinger1's avatar
    Gunslinger1
    Dialled in
    2 months ago

    Still have that problem but it seems to be part of a wider problem, that I seem to be going round in circles when trying to upgrade my package. I get the email that my order has been accepted but then nothing seems to happen on the V6 box, and when I go to My Virgin Media the package is still listed as before unchanged.

    There is a box 'check your orders' but that says ''Oops! You are not eligible. Only the primary account holder is able to view or reschedule orders', which may also be the problem with showing the bills.

    If I try to log in with the original email address I was given when I first started with VM years ago and the original password, it says 'wrong password' but won't let me change it by using the 'forgot password' link - it just cycles back to the email address I am using now.

    I'm sure I used to be able to log in with either email address.

    How can I get back to be able to use either the old (primary) and current email addresses to log in and access my account properly?

    • Robert_P's avatar
      Robert_P
      Forum Team
      2 months ago

      What changes are you making to your package? Some changes don't take effect for up to 30 days.

    • Beth_G's avatar
      Beth_G
      Forum Team
      2 months ago

      Hi Malcolm

      Great, thanks for clearing security.

      I can add on TNT Sports for you with a £6pm discount for 12 months, is that okay?

      I can also arrange to have your most recent bill sent out to you in PDF form via email if you'd like. 

      In regards to the My Virgin Media account, what email address are you using to sign in?

      Thanks

      Beth

      • Gunslinger1's avatar
        Gunslinger1
        Dialled in
        2 months ago

        Thanks.

        Since ([REMOVED]@ntlworld.com) is the one appearing on my contract and it is now where most of my emails go, it would be helpful if that could be set as the default primary account so everything can be done from there in future. I can then download any past bills if I need to.

         

        [mod edit - personal information removed]