Can't make a payment because my card details have changed

[TonyB9]

Hello 

I have been paying using the 0800 payment number each month. But this month my payment wouldn't go through as my Virgin Money debit card has changed. It has the same account numbers but the security code and expiry date are now different. I have destroyed the old card i previously used. I tried to pay online but the final page containing your verification code and postcode only shows as far as the postcode - i can't see the button you need to press to process it no matter how much i scroll on the bar. When i've tried to call the Virgin Media number 0345 454 1111 it just directs me to pay online and then hangs up on me! It won't even let me speak to an operator. I tried to use the online messaging method to talk to someone but it just shows me a code to scan - my phone won't accept scan codes. I want to just make a payment now and then set up a debit. My bill is due on the 6th of the month. Is there not a way i can change my card details so i can call the 0800 number with the new security code? I can't find a way to do this. I can't make a one-off online payment because that final verification page doesn't show on my laptop in full. I can't go online on my phone because it's an old 3G model.  

[TonyB9]

I've decided to try somebody's else's phone tomorrow to make a one-off payment with the new card - maybe i won't be redirected/cut-off if they don't recognise my number! It shouldn't be this hard to get through to a human being! If this is not successful i'll report back. 

[TonyB9]

Oh no i've just remembered you can't make a payment over the phone to an actual person. So that can't happen. This is ridiculous.  

[Roger_Gooner]

Does this page help:

https://www.virginmedia.com/help/billing-and-payment/make-a-payment 

It's best to pay by direct debit if you can.

[TonyB9]

No. That final verification page only shows the code boxes and not the processing button! It's why i switched to the 0800 number. I don't like direct debits but i'll have to switch. But i can't set one up until i pay this bill. I suppose i can still call them tomorrow using someone else's phone. I can ask someone what to do. It's crazy that you can't pay over the phone anymore. Thanks for your reply. 

[Beth_G]

Hi TonyB9,

Welcome to the Community Forums. Thanks for your post.

I'm sorry to hear you've been struggling to make a payment following getting a new card. That does sound quite frustrating.

Have you tried updating your details via My Virgin Media and then calling the payment line?

I'm afraid we also cannot take payments from here nor take card details over PM. I'd maybe advise choosing different options on the phone, such as reporting a fault. The team you're put through to should be able to update your details for you or they will put you through to a team who can.

Let us know how you get on from here.

[TonyB9]

Hi. I have finally made a payment online on someone else's computer! It was the second one i tried as the first one (a tablet) had an even worse fault on the verification pages than i've been having on my laptop. How can it be different on each person's laptop / tablet / computer? It only worked on a PC. What i would like to know is will it now have saved my details for the next time i use the 0800 automated line? (i used the one-time payment option without signing in but it remembered my attempted payment amount from before) 

I would rather not use direct debit as i don't like it. But i might have to if i can't save my details. (there is no option online to do this other than what i just did via payment)

RE: phoning VM. I tried phoning using someone else's phone and i pressed option 1 and it just redirected me to pay online and then hung up on me! Even without pressing the options it just eventually asks you what your postcode is and there's no way of getting out of the redirection and hanging up. There's is only Option 1: TV and broadband and Option 2: mobile. You are given no other options and it never transfers you to a person. 

[Roger_Gooner · Accepted solution]

I've been paying cable operators (starting with Cable London, then Telewest, then Virgin Media) by direct debit for more than 25 years without a problem.

[Sabrina_B]

Hi Tony 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you have been having with payments on various devices and contacting our team. We would advise for the future rather than saving your personal banking details on various devices, to set up a Direct Debit, this is much more secure way of making payments without having to reach out to us in various ways. Should you need to set up a specific date to align with finances this can be looked into and arranged over the phone. Please reach out to the team on a private number to be able to get through to a human.

📞 0345 454 1111

Or should you not wish to speak to the team we can arrange a private message to set this up for you. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina