Cancelling direct debit is not the way to go, yes you may receive a call from the collections team who are not technical, VM will also place a non payment on your credit file and potentially hand the debit over to the debit collectors.
If you hang on a VM staff member will pick up the post and help you.
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you should be able to get help without your password - if the phone system is asking you for it then just enter anything a couple of times and it will then give up and put you through - explain to whoever you speak to you do not have your password - they should be able to ask you other questions to verify you are the account holder - that assumes the hacker has not changed other security questions or account details
dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - then "technical issues" - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre
Thank you for reaching out to us in our community and welcome, I am sorry to hear you are unable to access you bills online due to being hacked in January, I will be more than happy to try to help, I will send you an invite into a private chat, I will send an invite shortly, please click on the purple envelope to accept.