Forum Discussion

Mediacustomer's avatar
Mediacustomer
Joining in
14 days ago

Outstanding balance amount and no access to VM account

Hi, I received sms text by Virgin media on 17th November 2025 saying that  I own money and should use quickpay link to pay my final bill. My cancellation date was approved by text sms on 26 August 2025 and returned kit was accepted on 10 September 2025 by sms text from Virgin media as well.

I paid my last bill £78.35 on 01 September 2025 BTW. Broadband only customer and this is price after contract period for 500M.

I thought everything is sorted and confirmed when I spoke with Virgin media operator by phone and I don't need to pay anything because my account is clear now. 

Until I received text sms from Virgin media on 17 November 2025 that I owned money. This is a frustrating situation for me because I didn't use broadband service the following month because I was disconnected and I paid fully for the whole August service as well.

I tried to resolve this frustrating situation by phone with Virgin  media customer service but I don't have access to my previous email account which was linked to Virgin media so there is no chance to even see what amount I should pay and why...

I was waiting to get post letter at my home address but never received. 
My VM account was [REMOVED]
Lloyd's bank payments receipts   [REMOVED]
Can someone from VM stuff help me to solve this issue please. 

[MOD EDIT: Personal information removed]

11 Replies

  • Mediacustomer's avatar
    Mediacustomer
    Joining in
    14 days ago

    Just to clarify I was disconnected from broadband service on 27 August 2025

     

     

     

     

     

     

     

    • Ayisha_B's avatar
      Ayisha_B
      Icon for Forum Team rankForum Team
      13 days ago

      Hi Mediacustomer,

      Welcome to our Community Forums and thanks for your post.

      Sorry for any confusion with your bills.

      Did you receive a Final bill after your services were disconnected?

  • Mediacustomer's avatar
    Mediacustomer
    Joining in
    13 days ago

    Hi Ayisha, thank you so much for quick response. I didn't received Final bill by post at my home address after broadband disconnection which will resolve this situation immediately. Not sure  if I received my Final bill by email linked to my VM account because as I mentioned I don't have access to my old Gmail account anymore so I'm unable to see any messages.

    • Ayisha_B's avatar
      Ayisha_B
      Icon for Forum Team rankForum Team
      13 days ago

      I will pop you a PM so we can look into this.

      Thanks

  • Mediacustomer's avatar
    Mediacustomer
    Joining in
    13 days ago

    Hi Ayisha OK I'll check PM now...

    Meanwhile over a hour ago I received payment link by text sms which directed me to pay without login into my VM account but your website doesn't accept for some reason my last name, my postcode and house number as well !!! 

    Can you send me Final Bill to my house address please...
    Not sure why this isn't offered or a option in that way all issues will be sorted.

  • Mediacustomer's avatar
    Mediacustomer
    Joining in
    13 days ago

    Ayisha, I just added screenshot on PM to show you that for some reason VM doesn't recognise my surname and house address as well. I filled up all details what you asked in previous PM message to confirm my full name, address, account holder and VM account number.

  • Mediacustomer's avatar
    Mediacustomer
    Joining in
    13 days ago

    I didn't received any answer yet about processing payment using physical paper which VM can send in to my home address. That way I can pay immediately avoiding any Virgin media accounts security questions, my full details etc. 

    I'll ask again can someone from VM  explain why I can't receive Final bill by post please 

  • Mediacustomer's avatar
    Mediacustomer
    Joining in
    11 days ago

    Unfortunately, this frustrating situation is still unsolved at this moment. I provided all the details but failed to give the exact overdue amount in order words my final bill amount.
    I'm unable to do that because I no longer have access to my old email account, which was linked to Virgin media account... so it's impossible to give the right answer !

    I don't know why Virgin media quick payment link provided 2 days ago doesn't recognise my surname, address etc. I provided screenshot using PM chat to prove that. I use to be Virgin broadband customer  at last 7 years and no one else is leaving in this address... so this  must be VM system issue etc.

    I just would like to resolve this frustrating situation and have a clear account without any overdue amount. Don't understand why is so hard to resolve this with immediately payment using paper bill for example... didn't get any answer on that yet.

    I tried to give a call on customer number provided 0345454111 several times yesterday and today on 01.12.2025 as well but it is disconnecting me immediately... line is down. My neighbour tried to call 03454544111 and line is down.

    Can someone from VM team start process again helping me out to pay final bill please. Alternatively can I request final paper bill sent to my house address ?

  • Mediacustomer's avatar
    Mediacustomer
    Joining in
    11 days ago

    One more thing is this overdue amount what Virgin media claiming with final bill procedure will be refunded to my bank account ? Because as I point out I was disconnected from broadband service on 27 August, returned modem kit and paid full amount on 01 September 2025 so clearly I don't owe VM any money at all. That was confirmed few months ago by VM call center member.

    Kind regards 
    Remigiusz 

  • Mediacustomer's avatar
    Mediacustomer
    Joining in
    11 days ago

    Unfortunately, this frustrating situation is still unsolved at this moment. I provided all the details but failed to give the exact overdue amount in order words my final bill amount.
    I'm unable to do that because I no longer have access to my old email account, which was linked to Virgin media account... so it's impossible to give the right answer !

    I don't know why Virgin media quick payment link provided 2 days ago doesn't recognise my surname, address etc. I provided screenshot using PM chat to prove that. I use to be Virgin broadband customer  at last 7 years and no one else is leaving in this address... so this  must be VM system issue etc.

    I just would like to resolve this frustrating situation and have a clear account without any overdue amount. Don't understand why is so hard to resolve this with immediately payment using paper bill for example... didn't get any answer on that yet.

    I tried to give a call on customer number provided 0345454111 several times yesterday and today on 01.12.2025 as well but it is disconnecting me immediately... line is down. My neighbour tried to call 03454544111 and line is down.

    Can someone from VM team start process again helping me out to pay final bill please. Alternatively can I request final paper bill sent to my house address ?