Forum Discussion

daveoc's avatar
daveoc
Up to speed
6 days ago
Solved

Is My Account Hacked?

I have just received an email saying that there is an outstanding balance on my account. The email is from  mailto:payments@notifications.virginmedia.co.uk  and it quotes my name and the amount of my monthly payment.

I went to my bank account and see that the dd payment went thru as normal on April 14th.

I've tried to log into my Virgin account but each time it says 'oops something went wrong'. Is there a problem with the Virgin billing system or is it possible someone has access to my account?

Help appreciated as I'm quite concerned.

Thanks

  • daveoc's avatar
    daveoc
    5 days ago

    Thanks for coming back to me Carley.

    This morning I have been able to get into my Virgin account with no problem. The account shows payments as up to date so, hopefully, it was a tech glitch and everything is ok and I don't end up being cut off.

8 Replies

Sort By
  • Indrid's avatar
    Indrid
    Settling in
    6 days ago

    I got the exact same thing. Downloaded the My Virgin Media app to try that and it also is not working. I assume they are having technical issues at the moment.

  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    6 days ago

    The VM website is having lots of problems today so that's not just you. Don't click on payment links in emails. Instead call customer services directly on 0345 454 1111 / 150.

  • AdzT's avatar
    AdzT
    Joining in
    6 days ago

    yes, exactly the same here too. I can see the payment went out on 14th April and cannot log in either.

  • chemieglennie's avatar
    chemieglennie
    Joining in
    6 days ago

    I've got exactly the same thing. Got that email now can't log into my account. Hoping it's just a technical thing. (TV and broadband is still working)

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    6 days ago

    Hi daveoc 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with a payment email.  

    We are looking into the payment emails that are being received. At this time, we recommend not clicking any links or replying to the email. If you have any payment queries you wish to discuss at this time, please do let us know, and we'll be happy to assist further. 

    • dmelouk's avatar
      dmelouk
      Joining in
      6 days ago

      To add to the commentary I made in the other thread with a screenshot when I called the payment line to check status it was giving me random amounts to pay e.g. 9.41 GBP which seemed completely incongruent with my bill amount.

      Still a bit concerned about the date issue surrounding either extreme prepayment or Virgin Media billing's future posting. 

      Worth mentioning that in cases like this if individuals do see issues with repeated direct debits and VM Customer Support is unable to be reached. Pursuant to Pay.UK's rules "The Direct Debit Guarantee" you could initiate a claim via your financial institution who should reimburse you immediately.  Note this doesn't extinguish any valid debt between the merchant and customer and should not be used as a method to avoid legitimate payments.

      From a more practical perspective it looks like something went wrong during the VM Direct Debit collections which is why the concern of "re-running" the batch may arise.  The reconciliation work alone with millions of client accounts will take some time to sort out.

       

    • daveoc's avatar
      daveoc
      Up to speed
      5 days ago

      Thanks for coming back to me Carley.

      This morning I have been able to get into my Virgin account with no problem. The account shows payments as up to date so, hopefully, it was a tech glitch and everything is ok and I don't end up being cut off.

      • Lee_R's avatar
        Lee_R
        Icon for Forum Team rankForum Team
        5 days ago

        Hi daveoc, thanks for getting back to us. 

        So that I can take a look on your behalf and offer some reassurance, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

        Regards

        Lee_R