Forum Discussion

rdisn's avatar
rdisn
Settling in
26 days ago

How do you talk to a human?

I recently made some changes to my account.  On-line bill says the outstanding is -£58 (negative), I have just paid £90 which is more than the customer service rep said I needed to pay this month. 

Yet my services are suspended, and I'm blocked behind this wall of automated systems that takes me back to pay a bill I have no idea of what's outstanding.  I want to pay but don't know how much???  To me I'm in credit by a few pounds, on-line says I'm in credit of £58, but your system says there is an outstanding balance and I'm suspended.  Please help.

6 Replies

  • Sooty4160's avatar
    Sooty4160
    On our wavelength
    26 days ago

    Don't hold your breath. VM are totally useless when it comes to customer service. The service desk is in India where all they can do is read a script very badly and not listen to your issue.

    • rdisn's avatar
      rdisn
      Settling in
      26 days ago

      I'll take for now, they maybe able to tell me how much is actually outstanding (if anything).

      The automation and AI is fine, works 80% of the time and I normally have no issues.  But that 20% of the time you get nowhere.  The automation is fine when it's an option, but not when it's the only choice.  

  • newapollo's avatar
    newapollo
    Very Insightful Person
    26 days ago

    Hi rdisn,

    It can take a couple of days before a member of the Forum Team pick up your post.

    It depends upon how you made the payment as to when the online systems are updated and services are restored.

    See https://www.virginmedia.com/help/billing-and-payment/make-a-payment

    Scroll down to the sub- section titled  How long before my payment shows in my account? for more information. (Depending on the payment method you’ve used, it could take several days to show on your account, and may take a little longer if made over a weekend or bank holiday period)

    Also see https://www.virginmedia.com/help/billing-and-payments/payment-issues

    Sub section Help with reactivating my Virgin Services

    • rdisn's avatar
      rdisn
      Settling in
      26 days ago

      Fair point and thank you so much for your assistance, but the bill isn't due until 8th July and I just paid something out of desperation.

      Nothing aligns , and no way to speak to anyone to get it resolved, just automation hell.  Been a customer for approx 6 years and the bill has never been right and tried to get it sorted several times over the years.

      I'm just ranting now, thanks again for your assistance. 

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        25 days ago

        Hi rdisn, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        We're sorry to hear there has been some confusion around your billing. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

        I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

        Many thanks, 

  • Client62's avatar
    Client62
    Alessandro Volta
    25 days ago

    When I cancelled our direct debit ( via Barclays ) to prevent VM from double billing it took a couple of days and then call from VM offshore flooded in. 

    When the payments changes were sorted and the new DD set up, off shore where silent again.