So I took out virgin media few years ago as a oomph member which included a free SIM. The coverage and service was always brilliant when under Vodafone. Since the O2 migration the service has been awful, packet loss and unstable connections all the time. I'm actually surprised people choose to use O2 with this abysmal service. Anyway back on track to my issue. So Virgin Media email me to say my O2 Bill and VM Bill is now split and VM will credit my account with the difference. This happened on the last bill, now here is where the issues start. I have an outstanding bill with O2 now for 24.98 I've tried phoning to make payments but they say security answers are wrong. Bare in mind the migration was handled by VM I never setup security. I've now had another message saying I'd the bill isn't paid on 4 days I'll receive a late payment charge. I can't even make the payment due to security answers. I can't create an account because this is done automatically and finally why didn't Virgin media transfer the Direct Debit information I still can't make the payment and have raised the issue with ombudsman because will VM pick up any late payment fees???? O2 keep saying it's Virgin Media issue also!

Hi maceyp, Thanks for posting and sorry to hear of any confusion with your mobile billing. So I can take a closer look at this I've popped you over a private message so I can get a few more details from you. Alex_Rm

Same problem here - received the new SIM, service migrated over OK, but no confirmation from VM to say the new direct debit had been set up for O2 (and nothing showing for O2 when I check my online banking), and now O2 have sent a message to the phone saying the bill is overdue and they're going to apply an additional charge/block outbound calls...Like macepy, I can see that I'm now receiving the credit on my VM bill, however without the details needed to login to the new O2 side of the account I also have no way to see what's going on there.

Hi aak1492, Thanks for posting and sorry to hear you're having some issues with your O2 billing, can you confirm if you've contacted O2 directly regarding this? You can find contact details for them here Alex_Rm

Unfortunately no, I didn't have time to contact them today before their phone lines closed for the evening.Interestingly though, when I then went onto the account section of their website, it gave me the option of temporarily logging into at least part of it using my phone number and a one time code sent to the phone, which isn't an option I recall seeing before. Once I'd done that and then returned to the main login page, it then automatically populated the username field with the email address from my Virgin account along with a message indicating that this email was already associated to an O2 account, and giving me the option of then resetting my password (which, obviously, I'd never had the opportunity to set in the first place given that I didn't set up the account...). Having done all of that, I now have full access to my account details including being able to pay online, which I've now done to avoid being hit with a late payment charge. Without that hanging over my head, I can then wait for a more convenient time to contact them about the direct debit issue.

Hi aak1492 Thanks for coming back to the thread. I am glad to hear you've been able to get access to the online account. Please do pop back to the community should you need further assistance. Best wishes.

O2 SIM Bill issues caused by VM | Virgin Media Community

12 Replies

Alex_RM
Forum Team
2 years ago
Hi maceyp,

Thanks for posting and sorry to hear of any confusion with your mobile billing. So I can take a closer look at this I've popped you over a private message so I can get a few more details from you.

Alex_Rm
- aak1492
  Tuning in
  2 years ago
  Same problem here - received the new SIM, service migrated over OK, but no confirmation from VM to say the new direct debit had been set up for O2 (and nothing showing for O2 when I check my online banking), and now O2 have sent a message to the phone saying the bill is overdue and they're going to apply an additional charge/block outbound calls...
  Like macepy, I can see that I'm now receiving the credit on my VM bill, however without the details needed to login to the new O2 side of the account I also have no way to see what's going on there.
  - Alex_RM
    Forum Team
    2 years ago
    Hi aak1492,
    
    Thanks for posting and sorry to hear you're having some issues with your O2 billing, can you confirm if you've contacted O2 directly regarding this? You can find contact details for them here
    
    Alex_Rm
aak1492
Tuning in
2 years ago
Unfortunately no, I didn't have time to contact them today before their phone lines closed for the evening.
Interestingly though, when I then went onto the account section of their website, it gave me the option of temporarily logging into at least part of it using my phone number and a one time code sent to the phone, which isn't an option I recall seeing before. Once I'd done that and then returned to the main login page, it then automatically populated the username field with the email address from my Virgin account along with a message indicating that this email was already associated to an O2 account, and giving me the option of then resetting my password (which, obviously, I'd never had the opportunity to set in the first place given that I didn't set up the account...).
Having done all of that, I now have full access to my account details including being able to pay online, which I've now done to avoid being hit with a late payment charge. Without that hanging over my head, I can then wait for a more convenient time to contact them about the direct debit issue.
- John_GS
  Forum Team
  2 years ago
  Hi aak1492
  
  Thanks for coming back to the thread. I am glad to hear you've been able to get access to the online account.
  
  Please do pop back to the community should you need further assistance.
  
  Best wishes.
Donaldsc
Joining in
2 years ago
Exactly the same issue as above. Was paying £117 all in with Virgin and was told that by moving my unused Virgin SIM over to O2, as long as I continued to not use the new SIM, my bill would drop to £92. At no stage did anyone from Virgin say I would now get a bill for £24.98 from O2. If calls are recorded this can be 100% verified. Even if I had agreed to pay the £24.98, why would I agree a deal that costs essentially the same money as the £117 but with the added hassle of two accounts. Shambolic. Virgin are 100% paying for any bills I have with O2 as they clearly tricked me into this.
- Ashleigh_C
  Forum Team
  2 years ago
  Hi there Donaldsc
  
  Thank you so much for your post and welcome to the community forums, its great to have you here.
  
  I am so sorry that you have faced this issue with your bill and thank you again for reaching out. I'd be more than happy to take a 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.
MelHen
Joining in
2 years ago
I have had the same issue as everyone else. I've been a VM customer for years without any issue and now I'm told that I owe £5.81 (plus £6 late payment charge) for a sim that I haven't ordered .....never recieved ....don't want .....and it has adversely affected my credit score as I now have a late payment against it !
I have tried contacting O2 directly, but they have been worse than useless. They keep asking me for the phone number associated with the account and I can't give it because I haven't received anything.
- Martin_N
  Forum Team
  2 years ago
  Hi MelHen,
  
  We can certainly appreciate your frustration. When you have contacted them have you tried providing other information such as address, etc?
  
  ^Martin
- fizgig
  Joining in
  2 years ago
  Hi Helen, how fif you get this sorted? I have the same issue and my credit score affected and I have to remortage in a couple of months. Very time I call i spend hours on the phone being transferred from department to department. It's outrageous. thanks
fizgig
Joining in
2 years ago
have the same issue. Had the (unwanted) sim included in my Virgin package on a holiday rental property i have. I didnt receive the letters saying they were moving my Sim (which I've never used) to 02 but they didnt create a new Direct Debit. So now I have an arrears on the sim. I can't do anything online as I've never used the sim so cant be sent an sms. They wont verify me unless im in store. I'v ebeen in the sotre twice, the staff cant help and spent in total 5 hours being passed to various department and still no help. My credit rating is now SERIOUSLY affected and I have a mortgage application in 2 months. This is so stressful. Any advice help? Thanks
- Ashleigh_C
  Forum Team
  2 years ago
  Hi there fizgig
  
  Thank you so much for your post and welcome to the community forums, it is great to have you here.
  
  I am so sorry to hear that you have faced this issue with your service and thank you again for posting. I would like to take a closer look into this with you via a private message so we can grab some information and take a closer look.
  
  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.

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O2 SIM Bill issues caused by VM

12 Replies

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