Forum Discussion

Graeme2709's avatar
Graeme2709
Tuning in
2 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.

7 Replies

  • Graeme2709's avatar
    Graeme2709
    Tuning in
    2 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
      2 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
        12 hours 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
    12 hours 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
        10 hours 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
      Joining in
      9 hours 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.