Can someone help please?
I moved house in June 2021 and tried to take my broadband account with me but Virgin did not cover the new address.
All of my payments were up to date (Virgin customer for over 10 years, never missed a payment) and Virgin sent a collection box to my new address for me to return my equipment in - did so next day.
I received no further correspondence from Virgin and therefore thought that was the case resolved.
Earlier this year I learnt that there was a default on my account, saying I owed £250. No correspondence had been sent to me, either via email, phone or post in the intervening time confirming this was the case.
I contacted Virgin and even though I was unable to log in through my old account details or access my account when I called the helpline with my old details, they confirmed this was the case, but could not confirm where any correspondence had been sent to. Asked them to email me this correspondence and realised it had been sent to my old address.
Within 48 hours I then received an aggressive letter from a debt collector, saying that I owed £250 and the debt had been passed onto them by Virgin Media, again something that had not been communicated to me.
This default payment is seriously impacting my ability to move home and remortgage and it is really urgent that I can make this payment (which I was never made aware of from Virgin at any point) and have the default on my credit report removed.
I was told I would receive a deadlock letter, and despite being told that my contact details have been updated, I have still not received this. It has either been emailed to an old account where I no longer work, or sent (again) to my former address.
Please can someone from Virgin contact me as soon as possible regarding this?
