Forum Discussion

Graeme2709's avatar
Graeme2709
Tuning in
25 days ago

Left VM, paid off final bill but still shown with active account

I was loyal to VM for 20 years but after poor service and ever increasing bills I left them.  I got a final bill on 04/08/2025 and they took the amount shown on that bill by direct debit on 18/08/2025.  However, if I log into "MyVirgin Media" I get conflicting information depending which area I access.  

https://ebill2.virginmedia.com/ebill3/bill-overview.xhtml   

says "We didn't receive a payment for your last bill.  Your outstanding balance is now due"

https://www.virginmedia.com/myvmo2/home 

says "Latest Bill" and says it has been paid.

https://www.virginmedia.com/support/help/billing-and-payment/my-virgin-media/billing 

says  "your last bill "  has been paid, but "Your Final bill" will be collected on your payment date.

 Two are said to have been paid and one is said to be awaiting payment on due date.  Why can't VM just have a single page where it shows the final bill paid in full which it was. I have cancelled my direct debit but I worry they will still try and take more money off me given how inept their systems appear to be.

18 Replies

  • Graeme2709's avatar
    Graeme2709
    Tuning in
    25 days ago

    I should add that

    1.  I returned the Hub & VM acknowledged receipt of it.
    2. All three bills above were for the same amount, £259.53
    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      25 days ago

      Hi Graeme2709,

      Thank you for your post and welcome to the community.

      I'm very sorry for any issue with your account after cancelling. 

      I will private message you now so we can look into the account. 

      ^Martin

      • Addham1977's avatar
        Addham1977
        Just joined
        24 days ago

        Hi can you private message me as well? I’m at the end of my tether with Virgin and I’ve just had to cancel my direct debit. I can’t speak to anyone in your call centre that is capable of even understanding. 24 hours ago I received a bill from you stating my new bill was £26.87. 24 hours later you have hit me with a bill for £138. Please contact me asap directly. Your customer service is truly horrendous (but you know that because it’s completely strategic to make people give up!) 

  • Graeme2709's avatar
    Graeme2709
    Tuning in
    24 days ago

    For those following this thread Martin has offered to look into the account and has been in contact with me.  However, another issue has arisen.  I can't remember my special word, and he has asked some other security questions, [REMOVED]- I have left VM and paid off all money owing.  2. If they plan to bill me again I have cancelled the direct debit  & 3.  There is no option anywhere on "MyVirgin media" to tell me [REMOVED]  But he won't check further until I can verify myself via one of their processes despite sending screenshots of bills etc. He said he is going to arrange for a memorable word to be posted to me.  You can't make this up.  I know he has to follow orders, but this is just farcical.

      • Graeme2709's avatar
        Graeme2709
        Tuning in
        24 days ago

        I do have access to it but when I click MY ACCOUNT  I was prompted to enter my usual password, which was rejected. Tried to reset it .  They may have made it inactive.  Now I can't get back in after re setting it to a new one.

    • therealbigmak's avatar
      therealbigmak
      Tuning in
      24 days ago

      I'm currently having issues (hence im here now!) but had some last year also. My wired connection wasn't working properly, wifi was fine. Neighbour is on VM as well, had the same issues. It began on the Thursday, I got in touch with the call centre Indians by the Sunday, who in the space of 10 minutes told me I had an issue, there wasn't an issues and my issue had been fixed. Asked for the manager, one phoned back six hours later. 

      Neighbour had booked an engineer to come out on the Monday (for free). I asked for the same, the manager tried charging me. 

      Long story short, they swapped the hub, cable to the house, it still didn't work for another day then started working. 

      Then the clown on here I was speaking with informed me, that for my wired connection issue, they were going to send me wifi pods to boost wifi connection for my amazon tablet ...

      So the cure to a wired connection issue, according to VM, is a wifi booster for a tablet you never once mentioned you had an issue with. 

      I genuinely believe they do this crap just to frustrate the customers to the point they either quit, or some form of fashion where they can rinse some more money out of you. I had fibre with +net for 4 years, never had an issue. Swapped to these clowns because an offer on 1GB internet. I've never experienced such poor customer service in my time on this planet.  

  • Graeme2709's avatar
    Graeme2709
    Tuning in
    18 days ago

    Update.  Martin_N confirmed there is nothing owing on my account . Despite that, "MyVirgin media"  still shows   "Your Closing Bill" was dated on Aug 4th 2025 and Payment is "due now" and will "be collected on the normal direct debit date".  It also shows "Your Latest Bill" was also dated on Aug 4th 2025 and Payment date is shown as "paid".  The contradiction on VM customer systems still remains.   It still shows me as having a contract until Nov 2025 even though I went through contract buyout in July 2025 to leave them.  The workflow design on "MyVirgin Media" is appalling. I await the outcome of the official complaint that I registered about this.

     

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      18 days ago

      Thanks for coming back to us with an update Graeme2709.

      Do please continue to work with my colleague in getting this matter resolved.

      We would need to however advise that amounts owed and contracts issued will remain as printed on your account.

      If you have a complaint open, we can send a letter that confirms all work that has been completed to combat the issue raised with us and confirm your position with Virgin Media.

      Thanks,

      David_Bn

      • Graeme2709's avatar
        Graeme2709
        Tuning in
        17 days ago

        Hello, the reference number for my open complaint is C-2308252223.

        No amount is owed, and I no longer have a VM contract. Despite this, the online "MyVirginMedia"   "Your closing Bill"  system says that the final bill hasn't been paid and that I have an active contract until November 2025.  This is not acceptable.

  • Graeme2709's avatar
    Graeme2709
    Tuning in
    14 days ago

    VM have responded to my complaint.  Some of their response reads  "We have an update for you on how your complaint is progressing with us. We’ve tried to contact you to discuss in more detail, but we were unable to reach you."   Well I saw no evidence of that at all (No Email or phone call).

    They add "We see that your account is disconnected on 25/07/25, and your payment is up to date. We don't require any payments. Also, the equipment is returned and the charges are cancelled."  Well that suggests to me that you (and other current VM customers can't believe anything you see on "My Virgin media" .

    Furthermore they say "Now that your issue has been addressed, we have given you the appropriate resolution as per your request."   It hasn't really been resolved, because essentially they are saying "Don't worry you have left us but pay no attention to the fact that our online system says otherwise!"

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      14 days ago

      Hello Graeme2709.

      Thanks for replying. I'm sorry to see the conflicting information on your online account.

      I'm happy to check that everything is disconnected and the billing side of things is sorted for you.

      I'll look forward to your reply.

      Gareth_L

      • Graeme2709's avatar
        Graeme2709
        Tuning in
        13 days ago

        Thanks but the VM complaint officer has already done that and confirmed it in an E mail to me so there is no point repeating the exercise.