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Being overcharged by Virgin - Going to cancel Direct Debit unless resolved

Joining in

I have been with Virgin on a package paying £42.50 per month for a good few months now.

I moved last month and was told by Virgin that my package and bill would remain the same in my new property, save for a one-off moving admin fee which I was happy to pay (I can't remember exactly how much this was but around £25 or so).

My new bill came through at £256.95 - stating that this was 2 months at £129. This was a huge shock, as this is TRIPLE the correct bill amount of £42.50. Not only is this a breach of the contract, but from a practical perspective I simply don't have the money to be able to pay this amount.

I have already had 2 calls with Virgin trying to sort this, both calls lasting for about an hour each time on 17/07 and then again on 10/08. Both times I was put on hold for long stretches of time, with the end result being that the person I spoke to said that they have sorted it and I should expect a correct new bill to come through within 24 hours, which hasn't happened. 


Again this is TRIPLE the price of the agreed amount, and with another incorrect extra month on top, I am being charged SIX TIMES the correct amount I should be paying. This is unacceptable and if this is not resolved I will be cancelling my direct debit before the day of the bill to make sure I am not being incorrectly charged.

I have just called Virgin again (14/08) and was placed on hold for well over 45 minutes after explaining this to the advisor, and then I was hung up on. 

Please can someone help me fix this?





Forum Team
Forum Team

Hi @Matt-Burns thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

Please allow me to send you a PM so I can look into things further for you, kindly expect the PM to arrive shortly and respond directly when you can!
Many thanks


Very Insightful Person
Very Insightful Person

Whatever your problem is with VM, do NOT cancel your Direct Debit. It will only give you much more trouble, VM will put an arrears marker on your credit file and then you will find it difficult to get credit or a mortgage. It remains on file for 6 years.

There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Community elder

Always surprises me when people think the best thing to do is cancel the direct debit to get a company's attention.

NO, all it will do is automate an unpaid debt trigger, that could:

  • Cancel your services.
  • Put a marker on your credit file.
  • Trigger bailiffs to collect the debt.

Joining in


Did you receive an answer to this? I am moving and have been quoted the exact amount you have for services. 

Like you I understand the double bill and service fee, but struggling to find where the extra is from? have requested an itemised breakdown and have not received this.



Hello Emma,


Thanks for posting in regards to the recent change and confusion caused. We can see you have spoken to our team, were they able to assist with this or provide a breakdown of the amount? 


Have you been able to view the bill as all charges will be explained and outlined there?