Direct Debit

Yes I have the same issue - direct debit due on 23rd October.  Virgin Media account has marked it as “paid”, but bank account not showing it as being paid since September.  Can only imagine there is a mass billing issue with their systems.  Not great.

DD not cancelled by my bank????

can only have been VM who cancelled and i just thought it was getting paid as normal....this is not correct behaviour

Hello Clydevdw,
Thanks for getting in touch. We know how frustrating it is to see a Direct Debit fail when everything looks fine on your side.

There are a few common reasons this can happen, even when your bank confirms the Direct Debit is active and you have enough funds:

• Payment timing – sometimes the request goes to the bank before the funds have fully cleared (especially weekends/Bank Holidays).
• Multiple attempts – if a payment is retried automatically, the bank may treat the second attempt differently.
• Bank‑side security checks – occasionally a bank blocks a transaction for precautionary reasons even though the DD is active.
• System mismatch – if account details were recently updated or re‑verified, our system may still try to bill the old mandate for one cycle.
• Payment cut‑off points – if your billing date is close to the system generating the request, it can sometimes cause a one‑off failure.

To help stop this happening again, we recommend:

• Double‑checking no recent changes were made to the DD details
• Ensuring the account isn’t switching banks or going through a Current Account Switch
• Checking with your bank if any security blocks or “soft declines” were logged

As this involves your billing details, we’ll need to take a closer look at your account to see exactly what caused the failed attempts. We’ll send you a private message now, please check your inbox.