Forum Discussion

sasl's avatar
sasl
Joining in
4 months ago

Can't link ID after logging in, can't disable paper billing

I've had trouble signing in to my Virgin account since I renewed 4-5 months ago. The VM portal asks for my surname, account number and area code, asks me to link my account but then fails with an error. This has happened every time I've tried since I got the account.

The reason I need to log in is to disable paperless billing, which I am getting charged for every month and never asked for or wanted. I signed up over the phone and was not asked to enable this. However, to disable it, I need to log in - which I can't do.

I phoned support a couple months ago to ask about this and they said they'd enable paperless billing on my account on their end (they didn't) and contact their IT support to get my login fixed. I have heard nothing at all (not even a confirmation that the issue is being looked at) since then.

I'd like paperless billing enabled, a refund of charged paper bill fees since opening the account (as I never consented to this) and to be able to log into my account...

3 Replies

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    4 months ago

    Thanks for reaching out to us sasl, and welcome back to our Community Forums!

    Sorry to hear of the issues you've been experiencing with the self-care account and the desire to switch to an alternative billing reception.

    We would need to advise that switching from paperless to a paper bill would be incurring of a £1.75 - with the paperless billing (also known as e-Billing) being free of charge.

    Do please report back to us if you wish to be in receipt of paper bills and we can work to action this for you.

    Thanks,

    David_Bn

    • sasl's avatar
      sasl
      Joining in
      4 months ago

      Hi, sorry it was a typo in the first part of my message, I want to enable paperless / disable paper billing.

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team
        4 months ago

        Thanks for coming back to us sasl, and confirming the status of your needs from us.

        Let's take a look into this for you, check out the envelope in the top right hand corner for a private message from me.

        Thanks,

        David_Bn