Wished I'd never used virgin

Question

Hi I ordered virgin media for my son who has learning disabilities as he's had it at ours but has now moved into supported living.. I'm struggling to remember the memorable word he's new bill is incorrect no surprise there but I can't speak about this as they can't get into the account soo how do i give virgin the power of attorney details to discuss this bill why does virgin make things so difficult I can't get hold of Natalie who sold me the package surprise NO Goes straight to ansfn I even know where the mistake occurred BUT can't get into the account please anyone help I know about the two month charges it's not that either....

Carley_S · Answer

Hi Lj711&nbsp;
Welcome back to the Community Forums.&nbsp;
Sorry to hear of your concerns about your son's billing.&nbsp;
You can register power of attorney by email or post from the information available here if you still need.
When you check the contract in relation to the bill that has been sent, does the monthly amount differ from what has been charged? We do charge in advance for our services, so the first bill would be a double bill, including any activation/installation fees chargeable to the account.&nbsp;
&nbsp;

Lj711 · Answer

Hi Carley&nbsp;I knew the bill would be £69.98 Natalie from virgin 02 set up his plan for stream and mega tv so that's two months that's where the problem is the bill is saying £119 I actually know what's happened. I contacted Natalie and said Marc likes recording things so she swapped stream for record but when the engineer got there as its supported living it wasn't practical to have the record box so he then ordered a stream box now somewhere down the line there's been a mix up because virgin THINK he has a recordable box and is charging him for that as she told me it was £49 but he doesn't have it I know it sounds confusing but because I can't remember the memorable word I can't get it sorted 🤦I think I had to generate a code for Natalie but I don't know what virgin need to bypass this password issue evertime I need to contact them... Hope you can help me please as his bill is due early October. Thank you&nbsp;

Matthew_ML · Answer

We can help anyone who knows the password, we must pass security to gain access into the account.&nbsp;
Are you sure there isn't any extra such as install fee's etc?&nbsp;
With you being a 3rd party we can only do so much until we need to speak to the account holder directly, unless you hold POA (Power of attorney)&nbsp;
What does the paperwork state we would of sent some out or can you not access this?&nbsp;

Lj711 · Answer

Hi Matthew thanks for your reply I have a screenshot of the bill Natalie never mentioned any add ons just the two months on the first bill it's £49.95 other charges but don't say what but as it's the same price as the recordable box it's obviously that somewhere along the way nobody's been informed that the recordable wasn't fitted even tho his bill says 360 stream box the support worker was there at the house it was to do with the fact of the wiring issue for the recording box hope you can help and I have POA if I can attach the screenshot or even fwd the email to you if that's possible thank you&nbsp;

Lj711 · Answer

Also Marc wouldn't have a clue what you were talking about he has learning disabilities...&nbsp;

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Wished I'd never used virgin

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