Forum Discussion

Plfox62's avatar
Plfox62
Tuning in
7 months ago

Virgin media eBilling issue -it seems impossible to switch to ebilling

I took on the virgin media account after my wife died. I then started receiving paper bills I didn’t request and was charged for these.

The instructions about switching to eBilling in the app and on the website are misleading and simply don’t work. I have called Virgin Media at least four times, dealing with a call centre, to no avail. In May I was assured I had been switched to eBilling. Nothing happened,

 

Today I was simply given the same instructions about going through My Account to Your Profile (which doesn’t exist). I explained again and the call centre handler said she would switch me (I’ve told this before), only to be told her system wasn’t working. 

This is frustrating and disappointing. My contract comes to an end in September and I am seriously considering switching to another provider. It would be much appreciated if this issue could be sorted out once and for all

Can’t swit
Ebilling switch impossible
  • Carley_S's avatar
    Carley_S
    Forum Team
    7 months ago

    Hi Plfox62 

    Welcome to the community forums 

    Sorry to hear that you've not been able to sent up e-billing at your side and when calling the team for support, 

    Just to confirm the steps to set up e-billing through your online account, I have provided them below. 
     

    After signing into your online account here
    •    Click on the Settings tile.

    •    Click on Account Details.

    •    Scroll to Communication Preference and click Edit.

    •    Select "eBills, email, text" from the dropdown menu.

    •    Click Update.

     

    Please let me know at what point does this fail or is different to what is shown on your online account and we can assist further if needed. 

    • Plfox62's avatar
      Plfox62
      Tuning in
      7 months ago

      I’ve done this previously. In fact I’ve tried everything. It doesn’t work

      • Plfox62's avatar
        Plfox62
        Tuning in
        7 months ago

        Just to add more. All the direction/information provided by Virgin Media on its website and in these forums are simply not helpful. That’s why I have called Virgin Media numerous times in the past 4 months to sort this out. In May I was assured by the call centre this had been sorted out. It wasn’t. Today the call handler said her system had gone down and would call me back. She didn’t.

        it seems to me that this is deliberate which is why I am considering switching to a provider which will offer better customer service.

    • Plfox62's avatar
      Plfox62
      Tuning in
      7 months ago

      I have added more but not sure if you saw it as I replied to myself but this response and the information offered on the website and in these forums is not helpful. It seems designed to fob people off. That’s why called Virgin Media but that doesn’t seem to help.

      This seems deliberate which is why I am considering switching provider.

    • EC4's avatar
      EC4
      Joining in
      6 months ago

      I’m having the same issue. Every forum post along the same lines has the same response from Virgin, with the instructions that simply don’t work - which has been pointed out to them multiple times. Does anyone know the actual solution please?

       

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team
        6 months ago

        Hi there EC4 

        Thank you so much for your post and welcome to the community forums, it's great to have you here. 

        I am so sorry to hear that you have faced this issue with your billing, I'd be happy to take a closer look into this with you via a private message. 

        I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
         

  • rnbw's avatar
    rnbw
    Joining in
    2 months ago

    I have had exactly the same problems.   I have followed online advice and also that given in a telephone call when I changed my contact for the next 18 months.   None of them work and bear little or no resemblance to the advice given.  This should be a very simple task and a tick box would suffice for the preferred method of billing to be identified.  It appears this problem has been going on for some time and needs to be rectified.  Can I suggest that, since you can see your bill online, that your preferred method of billing should be included on this bill and can be ticked to change it.  VM can then email the account holder to check their instruction.  It's not rocket science!