Forum Discussion

angieV's avatar
angieV
On our wavelength
12 days ago

The service from VirginMedia is getting worse by the day

I am having severe problems with VirginMedia. The service from VirginMedia is getting worse by the day, and now an issue or problem arising that could be corrected or answered in a few seconds now takes many minutes, and then may not even be answered.


I had full access to the online portal but now I have to give a non-virgin email address.

In order to get a non-virgin email address I have to give my details, thus spreading my details out to further companies, and their 'preferred partners'. This, at a time where security on the internet is less than secure. Furthermore, I do not want to create another useless email address, that literally will have one use.

Now, in order to receive my bill I have to pay for the privilege, costing me more money.


Second, I have attempted to sort out my payments to VM by telephone, as I am now unable to enter the online VM portal due to the first issue above. I wanted to speak to an advisor about the matter but it appears there is no one to advise me on the issue which is NOT listed by the AI. Despite this the AI continues to keep me in a non-stop loop for tens of minutes, with me getting more and more frustrated and getting nowhere. The last time I was on the phone for around 10 minutes and the AI finally hung up on me after sending me a 'link.


Third, you have sent me a threatening email about an outstanding balance, despite my last bill stating that the payment would be collected on or just after 29th October. As it is currently the 27TH OCTOBER I would appreciate it if you would keep your threatening emails to yourself. It should have been quite easy to find out if my payment was late by looking at YOUR RECORDS. Furthermore it clearly shows when my NEXT PAYMENT will be taken on MY LAST BILL.

6 Replies

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    12 days ago

    Hi angieV 👋.

    Thanks for reaching out to us, sorry to hear of the issues that you have been facing with your emails and bills. So that we can assist you we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

     

    Thanks.

     

    Sabrina

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    12 days ago

    If you'd chosen to pay by direct debit you won't have had these problems. Furthermore you can simply do a transfer from your bank to VM to pay using the following:

    •  The Virgin Media Payments Ltd bank account number: 23494314
    •  The Virgin Media Payments Ltd sort code number: 20-13-42
    •  Your 14-digit payment reference number*

    * If you get your bills online, find your 12-digit payment reference then add your 2-digit area reference to the end to get your 14-digit payment reference.

    • angieV's avatar
      angieV
      On our wavelength
      12 days ago

      I DO PAY BY DIRECT DEBIT. My last bill says the next payment is due in TWO days, but they sent me an email TODAY.

      If you had taken time to actually read what I wrote in my OP you would see the same explanation.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    12 days ago

    At no point did you mention direct debit. As for the email: VM will send automated email notification about the previous month's failed payment. Whilst it's possible for VM's payment system to have had a problem in not processing a DD but, once it's had a history of correctly taking monthly payments from a customer's bank account it's far more common that it's the DD which failed due to lack of funds. You have so far failed to say whether you have checked your bank account for a DD entry last month even when notified that there is an outstanding balance.

    • angieV's avatar
      angieV
      On our wavelength
      12 days ago

      Ok, so I'm the idiot?

      Pay by DD, have done since the time of Telewest

      Payment taken last month on the 29TH when payments are due

      Last Bill, 4th October stating NEXT PAYMENT DUE 29th OCTOBER

      Today is 27th OCTOBER

      Email received TODAY stating that payment not received

      Online chat today stated NOTHING TO PAY, BALANCE OF ZERO, NADA, ZILCH

      Irrelevant whether I said it or not, I never complain about something that is my fault. And I would read my bill ONLINE if I didn't have to share my details with a third party in order to get a non-telewest/blueyonder/virginmedia email address, but I do and due to the UK's/World's inability to secure data (read M&S, Ministry of defence, NHS, Dixons Carphone warehouse, Equifax, Easy Jet AND VirginMedia to name a few) I am reluctant to give my details to anyone who should not need to have it.

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        12 days ago

        Hi angieV, 

        Thanks for coming back to us on this one. We can see you've replied to my colleagues private message and they'll get back to you as soon as they can. 

        It's worth noting that we've had a few reports over our Social channels saying they've also received an email to advise of an outstanding balance, when there isn't one. We've raised this with the relevant teams for investigation. 

        Many thanks,