Thanks for getting in touch regarding the bill copies, and welcome to the community
I appreciate what you're suggesting here. We are always looking to improve our processes and suggestions that may provide a better overall customer experience are always welcome.
I can confirm that we are able to also, aside from providing the copies of bills via My Virgin Media as @BenMcr touched on, provide email copies of the bills for our customers for the last 12 months which include a copy of each bill in a PFD format.
These can be requested via Webchat or via the phone on 150 or 0345 454 1111.
Please keep in touch if you have any further suggestions. We'll be happy to pass them along for you
You're still making it harder than it needs to be to get old bills. Eg, when I tried to do webchat I got "All of our agents are currently busy. Please try again later." Why not just allow people to download bills from the last couple of years? Is it huge work for your tech team to do that?
I phoned 150 this morning to request some old bills for HMRC and was told I could only have them posted out to me and email wasn't an option. To add insult to injury Virgin want to charge me £2 per copy.
Thanks for getting in touch about the copy bill process.
With respect to this you are able to order the last 6 months yourself via My Virgin Media for free.
You can download your bills every month from My Virgin Media for free in PDF format.
If you forget to do this and need copies of them, you can contact us.
Email bills are stored for up to 6 months- these can be resent for free.
A charge of £2.00 per copy older than 6 months*, will be applied to the your bill when the bill is posted. Bills older than 6 months are always sent in paper format not email hence the charge.
Paper bills are stored for up to 24 months
*Copy Itemisation can be ordered for previous bills produced within a 12 month period. These would be chargeable even for the ones produced in the last 6 months as the original bill format is not being requested but a fully itemised copy we have to reproduce for you.
You can contact our billing teams to arrange this via 150 or 0345 454 1111 or via Webchat for any billing or package related queries where they can clear security with you.
Webchat can be contacted via the site online and you can speak to them if you prefer this option by choosing the Chat Online option:
E.G-Account and Billing > Manage Your Account Online
I am a freelancer and every April I need my 12 months worth of bills. I am not sure why you do it so complicated. You are a technology company, it should be easy for you to make available to the clients the last one or two years of bills, as most providers do.
Please could you send this feedback to whoever is responsible for this?