Forum Discussion

DMass1's avatar
DMass1
Joining in
4 months ago

Moved house but can’t set up Direct Debit

I moved house 3 months ago, I am set up with Virgin broadband in my new property but Virgin cancelled my direct debit, I was unaware of this and received bills with late payment fees.I have settled the bills and had the late payment fees refunded but I can’t log into my account, it states ACCOUNT CLOSED, and still has my old address on. I am trying to set up a direct debit but can’t because my account is closed even though it isn’t? It is impossible to get hold of anyone, I am truly fed up with the customer service on offer, CAN ANYONE HELP?

5 Replies

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    4 months ago

    Hello DMass1,

    Welcome to the Community, and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your online account. Have you registered your new online account with your account number and area reference?

    Kind Regards,

    Steven_L

    • DMass1's avatar
      DMass1
      Joining in
      4 months ago

      It won’t let me do that, when I go into my account it shows account closed and my old address, I am looking for an option to use my new account number but can’t find it anywhere??????

  • Tudor's avatar
    Tudor
    Very Insightful Person
    4 months ago

    When you move home VM set up a new account, their accounts ‘live’ with an address. So you need to use the new account.
    "Virgin cancelled my direct debit" VM cannot cancel Direct Debits, only you can with your bank. What VM can do is fail to collect the monies from that Direct Debit. I don’t know how their accounting system works, but maybe they think you need to set up a new Direct Debit, although it should not be necessary. They should just move all the information from your old account to the new one. 

    • DMass1's avatar
      DMass1
      Joining in
      4 months ago

      Yes, it looks like I do need to set up a new direct debit but my problem is the system won’t let me and then VM keep sending me bills and late payment fees. When I rang and pressed the option for set up a direct debit it sends me a link via text message. I press the link , it sends me to my Virgin account but doesn’t open because it thinks my Virgin account is closed. It is sending me bonkers this 

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        4 months ago

        Thanks for coming back, DMass1. I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
        Kind Regards,
        Steven_L