Forum Discussion

Phoenix43's avatar
Phoenix43
Tuning in
4 months ago
Solved

Billing issue and disconnection

I am being horrendously overcharged and every month I am being disconnected because I can’t afford to pay the full amount at that time.

I am entitled to social tariff because I have been on Universal Credit for 6 years but when I previously enquired about this, I was told my usage was too high and the social tariff wouldn’t be sufficient.

My bill used to be £35, increasing to about £50, then £86 and now £94.

I live alone and don’t work. I use broadband for my Alexa dot and daily internet use and firestick less frequently.

I never stream anything, I’m not into gaming, never use virgin tv and my landline phone is broken so haven’t used that in years. 

My package is a big bundle with M360 broadband which seems excessive. 

I can’t afford my payments which is evident by the fact I am literally disconnected every month until I can afford to pay the minimum amount to restart my services.

i have severe mental health issues and when my services are disconnected, I sit here, living in complete silence and music is my lifeline, aswell as needing to use the internet for browsing and essential emails.

I am disgusted how I have been treated and it is impossible to ever speak to anyone English, and when there is a payment issue, I am not even allowed to speak to a different department until the deficit is cleared with the payment team. 

I basically want to know what my usage is and speed etc is suitable to my needs.

finally, I have never received a new contract for each new financial year, although my account says that I am in contract. 

Virgin media is literally ruining my life, which is already extremely difficult and I feel that Virgin have stolen money by not offering me the social tariff when I first requested it.

It’s disgusting that Virgin are happy to keep charging me a fortune every month when they can see I am obviously struggling to pay, and they just continue to increase the monthly amount. 

Also, even when I have cleared the full amount owing on my bill, there continues to be a rolling deficit amount which doesn’t make sense when I have made a payment for the full balance owing. 

I also then have to pay for higher monthly payment on my phone to be able to at least access Internet.

 

[mod - title edited for clarity]

  • Hi Phoenix43 👋.

    Thanks for reaching out to us, sorry to hear of the issues that you are facing with your package. We would not be able to advise you correctly regarding your situation without bringing you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina

7 Replies

    • Phoenix43's avatar
      Phoenix43
      Tuning in

      So do you mean that I was misinformed? Sorry, but I find all of this so confusing and it’s genuinely ruining my life

  • Hi Phoenix43 👋.

    Thanks for reaching out to us, sorry to hear of the issues that you are facing with your package. We would not be able to advise you correctly regarding your situation without bringing you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina

    • Phoenix43's avatar
      Phoenix43
      Tuning in

      I have replied to your private message and awaiting a response. 

  • This is still an ongoing issue and you have disconnected my services yet again because I can’t afford to pay a bill of c£280 because I don’t work and I’m in receipt of Universal Credit, plus you have also been charging me for a ridiculous mbps which I have no need for, and previously advised you of this. 
    This has been an ongoing issue for at least three years now. 

    • unisoft's avatar
      unisoft
      Super solver

      Ask to change to a social tariff, but you will need to clear your existing balance first?

      You said you are on Universal Credit so these apply.

      https://www.virginmedia.com/broadband/low-income-families

      £20 for broadband and Stream Box (one off £10 activation fee) with all the Freeview channels (some in HD that aren't on Freeview) and some extra free channels not on Freeview. You can also dip in and out 30 day terms for subscription channels like Sky Entertainment and others.

      You can easily stream on 54mbps, whilst browsing the internet at same time.

      • newapollo's avatar
        newapollo
        Very Insightful Person

        Hi Phoenix43​ 

        You should be able to apply and be accepted to go on VM's Social Tariff broadband once you have cleared your outstanding balance or outstanding payment plan.   

        See https://www.virginmedia.com/legal/essential-broadband

        Section 2. Customers applying for Essential broadband, or upgrading to Essential broadband plus or Essential broadband plus with Flex, will not be eligible if they are currently in arrears or on a scheduled repayment plan.