Forum Discussion

JM131's avatar
JM131
Just joined
8 days ago

Unrecognised Payment Card at Set-Up

I recently purchased a broadband package for a new property and received email confirmation that I have registered a Credit/Debit card for settling my monthly Virgin Media Bill during the purchase process however, the card details provided on email do not match any Debit/Credit card I have.

The email says to call 0345 454 1111 but selecting all the relevant Billing & Payment options on the hotline close the call and request that I change these details online. However, I can't follow this step given I am a new customer with a new contract and have no bill as of yet therefore, the billing page is not live for me.

The email contains the correct Account Number and Area Code and is from a legitimate VM email address: webteam@virginmedia.com.

How can I change these card details?  

billing
Broadband
Help

1 Reply

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

    Hi JM131, 

    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 caused by a recent email you've received. We're not able to help with changing payment details via the Forums. Until your first bill is generated, you won't be able to amend the details online either. 

    Please reach out to the team via WhatsApp on 07803089684. Replies aren't instant and can take a few hours but it allows you to get on with your day whilst waiting for a reply.

    Many thanks,