Moving House - Billing confusion
Hi.
I recently moved home and moved my Virgin Media to my new address on 27th March. I had already recieved a bill for my old address earlier in the month and it was due to be paid by Direct Debit on 1st April.
After the move I then received a final bill dated 27th March for my old address which seemed to replace the previous bill and, after adjustments made for package changes showed I owed £35.89 and that this is due to be taken out by Direct Debit on 22nd April.
That's fine, however it states that the £35.89 is owed from my last bill and the number was in red, almost implying that I have missed a payment. I didn't miss any payment. The revised bill was issued before the last payment was due.
So the first thing I want to check is that this has not been recorded as a payment default and that this is standard procedure.
In addition to this, I have now received my new bill for my new address which is due for payment on 1st May and that bill includes the £35.89 carried forward from the old address. So the second question I have is, assuming that this comes out for my old address on 22nd April, will I be double charged on 1st May?
Hi DarthManiac,
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 with your bills since moving home. When moving home, any credit or debit balance is transferred to the new account. Your first bill will be generated at a higher price as you're paying for the time since install in your new home plus your usual month in advance. This is normal and standard procedure.
As your services would have ended at the old address before your services at the new address were activated, you won't be charged for the same date twice.
If you'd like us to look further at this to put your mind at ease, 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,
