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Account in Default

Joining in


I moved houses last year and VM wasn't available in the new area. From July until October they kept billing me because the Movers Team missed the email I had sent with my new contract. They admitted to the fault on the phone, removed the charges and asked me to send equipment back. I sent it back, post returned to me, said someone was going to pick it up but never did. It was finally picked up last month, some hard searches have been removed from my credit files but now my account is showing as "default". I have emailed them to adjust my credit file but have not heard back.

Is there anything I can do? I am still waiting for them to remove the "missed payments" from my account as well.



Forum Team
Forum Team

Hi @dmp0757 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the poor experience you've had 😔

Just to confirm, have you sent an e-mail to If so, have 21 days passed since it was sent?

Please pop back to us at your earliest convenience.


Hi Daniel,

Thanks for your response. Yes it has been quite a while, there was only 2 searches removed from my file so I'm not sure why the rest still remain on there. If you could help me with this that would be much appreciated.


Hi @dmp0757, no problem at all.

Can you please confirm the date on which the e-mail was sent?


Very Insightful Person
Very Insightful Person

Have all the alleged anomalies in your email to CFA been addressed? In other words, have they addressed some but not others, or have you discovered others since?

If the former, I'd be going back to them in the first instance - although the latter could realistically cause a fresh 21day wait.

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