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Different address on bill

Joining in

I have just received a text stating that I have not paid my bill and therefore my internet services may be cut off. When I have checked my account on the app it states that I am £25+ in CREDIT and when I check my bill the address is for a house that I have never owned nor lived in. To cap this off I've been simultaneously both on the phone and waiting online to talk to your customer services team to resolve this for over an hour, and in neither medium has anybody responded!! This is utterly shambolic and absolutely unacceptable. Someone needs to contact me immediately about this.


[MOD EDIT: Subject title changed for clarity]


Community elder

It can take several days for a reply from VM on here.

Try at 8am when the lines open.

Forum Team
Forum Team

Thanks for reaching out to us @karlandrewsykes, and a very warm welcome to our Community Forums!

Sorry to hear of the confusion caused over the billing status, with potentially a third parties details being issued to you.

Check out the envelope in the top right hand corner for a private message from me, and I'll be on hand to assist where possible.