Unfair Charges & No Customer Support – Need Urgent Help!

Here are some steps you can take to address the issue with Virgin Media:

1. Contact Virgin Media Support: Call 0345 454 1111 and try saying "Billing issue" or "Speak to an agent" repeatedly to bypass the automated system. Persistence often helps in these cases.

2. Use Social Media: Reach out to Virgin Media on Twitter (@virginmedia) or their official Facebook page. Their social media teams are often responsive and can escalate your issue.

3. Live Chat: Visit the [Virgin Media Help page Virgin Media Help & Support and use their live chat feature. This can sometimes connect you to a human agent faster than phone calls.

4. Submit a Complaint: If you're not getting anywhere, you can file a formal complaint through their [Complaints page]

virginmedia.com/support/help/contact-us. Be sure to include all the details about your billing issue and the steps you've already taken.

5. Escalate to an Ombudsman: If Virgin Media doesn't resolve your issue within eight weeks, you can escalate it to an independent ombudsman like CISAS (Communications and Internet Services Adjudication Scheme). This is a free service for consumers.  If you prefer, ask that one of the Forum team look into it for you, it could take up to a few days depending on the queue here.

Hi maiprabuc

Welcome to the Community Forums.

I'm sorry to hear that you've been having some issues with your bills. I'd like to help.

I've dropped you a PM so I can take your details and look into this further for you from there.

Yes, I had a terrible experience trying to leave.  I was well out of contract so shouldn't have had any early disconnection fees, but they kept adding it anyway.  They eventually sent debt collectors after me.  It took me a total of 35 hours to sort it out.

One very important thing to know: Virgin blame their problems in their automated billing software.  They say the incorrect extra charges are automatically generated!  To quote exactly from a text chat:

"We appreciate your feedback, however please understand that we wouldn't have tried to charge you incorrectly on purpose. Bills are calculated automatically from our system however in this case there has been an error. "

So I am afraid this is a systematic problem and it is certain to be repeated frequently.  I don't see much enthusiasm from Virgin about  fixing this, I imagine they quite like things the way they are.  When you dispute debts with a debt collector, Virgin will assure the debt agency that the debt is valid.

I informed LCS debt collectors who were after me that Virgin's billing information cannot be trusted.  These companies are legally obliged to be able to prove that the debt is valid, so the knowledge that information from Virgin cannot be trusted should prevent them harassing anyone else as I was, but I understand Virgin media also use other debt collectors who also need to be informed.  I am on the case ...

Good luck!

Yes, I had a terrible experience trying to leave.  I was well out of contract so shouldn't have had any early disconnection fees, but they kept adding it anyway.  They eventually sent debt collectors after me.  It took me a total of 35 hours to sort it out.

One very important thing to know: Virgin blame their problems in their automated billing software.  They say the incorrect extra charges are automatically generated!  To quote exactly from a text chat:

"We appreciate your feedback, however please understand that we wouldn't have tried to charge you incorrectly on purpose. Bills are calculated automatically from our system however in this case there has been an error. "

So I am afraid this is a systematic problem and it is certain to be repeated frequently.  I don't see much enthusiasm from Virgin about  fixing this, I imagine they quite like things the way they are.  When you dispute debts with a debt collector, Virgin will assure the debt agency that the debt is valid.

I informed LCS debt collectors who were after me that Virgin's billing information cannot be trusted.  These companies are legally obliged to be able to prove that the debt is valid, so the knowledge that information from Virgin cannot be trusted should prevent them harassing anyone else as I was, but I understand Virgin media also use other debt collectors who also need to be informed.  I am on the case ...

Good luck!