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Hobbes1218
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A question about bill

Hi folks, I wonder if anyone can help. My elderly mother had broadband but never used it. She received a letter from Virgin earlier in the year saying that unless she contacted them and requested a new router (if I remember rightly) her broadband would no longer work and the service would be removed. She didn't contact them. She still has TV and phone with Virgin. When I view her bill online it shows a tick next to SuperFibre 70 yet when I look at her package under My package in My upgrades and offers it says "Broadband currently not included in your package". The price she is paying is comparable to my own and I have TV, phone and broadband. It looks like she is paying for a service she is no longer receiving? If I call Virgin on 150 using her phone I assume they will not talk to me as I am not the account holder? She is too deaf to sort this out herself. Thanks for any advice.

Chris

 

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mnsolihull
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Message 2 of 16
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Re: A question about bill

Call Virgin and 'be' your mother. You will need to know her security password and just tell them the problem. Or if you're feeling very honest, you could try 150 and explain that your mother is deaf, they will need to get her to let you talk on her behalf and this has worked for me as in a similar situation to you but with other organisations - never needed to do this with Virgin and don't hold out much hope with their outside UK call centre rules/tick list/ script mentality. Good luck with it as it needs sorting.
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Hobbes1218
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Message 3 of 16
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Re: A question about bill

I know I should call but I have a feeling I will be left in a very bad mood so am putting it off and trying to find help elsewhere first. If she is still paying for broadband you would think Virgin would be more proactive and have software that would find the discrepancy between the bill and the package options.

Thanks,

Chris

 

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Hobbes1218
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Message 4 of 16
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Re: A question about bill

P.S. these situations always seem ridiculous if you know the account passwords, DoB etc. I can't call Virgin as they will know I'm not my mother (however good an actor I am) - but I could get my wife to call and be her. My mother is 92 so what hope does she have of sorting something out like this herself?
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mnsolihull
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Message 5 of 16
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Re: A question about bill

I know you don't want to do this but you really have to bite the bullet and phone 150 from your mom's phone to get things started. Virgin are not proactive. I made quite a few calls on my deaf mom's behalf, explaining the situation (to other organisations - banks etc) and was handled well. Or... you can wait and hope that a Virgin person picks this up and sorts it for you. Give it a couple of days Smiley Happy
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Hobbes1218
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Message 6 of 16
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Re: A question about bill

I know. That's what I'm hoping for. Otherwise I'll call. Groan.
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Hobbes1218
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Message 7 of 16
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Re: A question about bill

I'm yet to contact Virgin but I noticed a credit on my mother's bill this month for £20 and they have removed the SuperFibre 70. Great - but they removed the service at the end of April so why don't they credit her for the full period. Also the billing period on her current bill is 29 Oct - 24 Dec. The previous bill has 25 Oct - 24 Nov. Weird! I suppose I'll have to call.
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Forum Team
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Message 8 of 16
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Re: A question about bill

Hi Hobbes1218, 

 

Thanks for your post and apologies to hear your mum is having some issues with her billing. 

 

If she's taken Broadband then it would appear on her bill until she calls us to say she no longer wants the service. 

 

As well as this, if your mum doesn't have the correct equipment, as long as we've tried all means to get the equipment swapped, no refund would be given. 

 

Your best bet is to get the password off your mum and give the team a call. They can do a package review and remove anything that your mum doesn't use. 

 

Let us know how things go Smiley Happy 

Kath_F
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Hobbes1218
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Message 9 of 16
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Re: A question about bill

I did try and request a new router for her but the Virgin website gave me an error message so I gave up as she didn't use it in any case. Instead of sending her a letter telling her she needs to contact them to obtain a new router - why can't Virgin have just sent her a new router? As the letter Virgin sent to her said if she did not upgrade by the 30th of April "the broadband service will be removed", I assumed she would no longer be charged from that date.

Cheers,
Chris
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Message 10 of 16
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Re: A question about bill

Hi Chris, 

 

We wouldn't of sent the router out as we would more than likely need an engineer to come out to install it which is why we asked our customers who were affected to contact us. 

 

As mentioned in my previous message, unless we're told you no longer want the service, you would continue to be billed. 

 

Give the team a call on 150 / 0345 454 1111 for them to sort this out for you. 

 

Thanks,

Kath_F
Forum Team

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