Forum Discussion

Elizabeth-2023's avatar
Elizabeth-2023
On our wavelength
2 years ago

There is no longer a phone number for billing

The number ending in 1111 no longer has a billing option or anything else

Now only has 2 options for cable or phone service

That's it

Thanks virgin 😡😡😡

  • David_Bn's avatar
    David_Bn
    Forum Team
    2 years ago

    Thanks for reaching out to us Elizabeth-2023, and I'm sorry to hear of the issue making a payment via our 0345 454 1111 phone number.

    I have personally attempted to call this number to ensure this is working as expected.

    After selecting Option 1 to confirm my postcode, I was then presented with a menu that advised under Option 1, was "Bills, payments or remaining minutes"

    When Selecting this option, I was then presented with a second menu and pressed Option 1 again which was under "To make a payment"

    From this, I was offered the chance to either Press 1 to receive a text message with a link to making a payment online, or to Press 2 to make a payment over the phone.

    Can you please try following this method to see if you can make the desired payment for us?

    Thanks,

    David_Bn

    • Elizabeth-2023's avatar
      Elizabeth-2023
      On our wavelength
      2 years ago

      Yes that works but I'd billing buried under service faults should have it's own option

      Took ages to find out where it was

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team
        2 years ago

        Hi Elizabeth-2023, thank you for your response. 

        We're glad to hear the suggestion provided worked, but we're sorry to hear it took so long to find out where the option was.

        We always take on board feedback we receive and will certainly pass this along to the relevant teams.

        Regards,
        Daniel