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kickinkel75's avatar
kickinkel75
Joining in
2 years ago

Virgin media won't take my call until I pay my bill but I have a query about my bill

My contract comes to an end on 11th November and I am trying to call Virgin to either get a better deal or cancel.  The problem is, because I have an outstanding amount (even though I have until the 7th to make the payment) all I keep getting is an automated text message with a link to pay my bill.  However, the bill is in advance for next month and I don't intend to stick with the same package so I need to change or cancel it.  I have been attempting to contact them on whatsapp for just over 24 hours now and nobody is helping me.  I have never felt so disregarded in my life.  All I want to do is have a conversation with someone.

10 Replies

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  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Kickinkel75 👋 Welcome to community!

    Thank you for posting, and for getting in touch to let us know your concerns about your billing and that you are hoping to change package. 
    We do not generally support with package changes via community as they are best done in real time via one of our direct contact methods; 📞Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone or 📲WhatsApp: +44 7305 327 112. 

    However I can appreciate you need some support, and your concerns about the billing. We will need to send you a PM to confirm a few account details so we can investigate what is happening and offer further support with this! I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞

  • DGT23's avatar
    DGT23
    Joining in
    2 years ago

    Same here! They've cut me off for incorrect billing following a change to my services!! Impossible to contact them unless I pay them £159!! BBC Consumer programme for me tmrw

    • Adri_G's avatar
      Adri_G
      Forum Team (Retired)
      2 years ago

      Hi, DGT23.
      Thanks for taking the time to join our help forums and for posting here, a welcome to the VM community from us. 🙂

      I'm sorry to see you've been having issues with your bills too after a package and service change, although we do not support package changes over this forum we'd be eager to check what's happened that caused this issue for you and offer advice about your bills and payments.

      To do this I'll send you a PM here shortly.
      Please, check the top right-hand side of our page to find a little white envelope.
      Click on this and you'll see my message.

  • Phill0555's avatar
    Phill0555
    Joining in
    2 years ago

    I am also facing this issue. 

     

    I cannot speak to anyone to resolve my issue because I "haven't paid my bill". But my latest bill says I am in credit. 

    Can someone please reach out to help me get the issue resolved.

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Phill0555

      Thank you for your post and welcome to our community.

      I am sorry to hear about the issues you are having with the bill.

      I will send you a direct message now so we can help.

      Please look out for the envelope in the top right of the page and pop back to me when you can. 

  • Maramek14's avatar
    Maramek14
    Joining in
    5 months ago

    Hi

    II'm facing the same problem.

    Can someone reach out to me and help me solve it please.

     

    Best

    Maram

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      5 months ago

      Hi Maram, 

      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 you're having an issue with your billing. Whilst we won't be able to help with the payment side of things, we certainly can help explain the bill if needed. 

      We'll need to confirm some information for security so I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

      Thanks, 

  • adamdannyhd's avatar
    adamdannyhd
    Tuning in
    5 months ago

    Hello same my circumstances have changed, i can't pay £239 please help thanks.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      5 months ago

      Hi adamdannyhd, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums as well. ⭐

      We're sorry to hear you're having difficulty paying your bill. We're unable to look at payment options via the Community. For that, you'd need to speak to the collections team. You can reach them on 150 / 0345 454 1111.

      If you're needing help with understanding the bill or have any questions, pop back and let us know and we can help further. 

      Thanks, 

  • louisecornall's avatar
    louisecornall
    Just joined
    27 days ago

    They have done this to me too!! I spent 35 mins on the phone to someone yesterday getting a payment extension due to the fact I've had fraud on my bank account (monzo are a nightmare but that's a whole separate issue). The girl I spoke to promised I wouldn't have service effected but now km sat here also losing wages because I can't work and can't get virgin to answer the phone just automated line for billing!

    Please help!