Good Morning Guys and Gals,
Hope you are all well,
Can someone see if they can help with an issue i have with the online payment system as I've been trying to pay my bill via visa card for the last 12 hours I have tried 6 different cards but the system keeps failing with the same error message "failed to authenticate the card"
Can someone please raise this issue and try to get it resolved
Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're having some issues completing your payments!
Have you ensured that all the details you entered are correct? This error would show if some details were incorrectly input. Are you making your payment through our Make a Payment option on our Billing and Payments Support page?
Have you tried to clear your cache and cookies to see if this can help at all? Please try a different web browser as well as this can also help.
Keep us updated on how you're getting on.
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Thank you for your reply,
Yes the details have been checked and I have used some of those cards on other websites before and after trying on Virgin medias site, also my card details are saved on my computer so they cannot be incorrect and as I say they are working everywhere else and yes I am making the payment through your. Make a Payment option on our Billing and Payments Support page I have done this for the last 4-5 years without issue but only this month you have changed certain aspects of the website and now I seem to be having issues 🤔
I know I'm not entering the details incorrectly as I have tried entering them manually off the cards but I get the same fault and I've tried 6 different cards with all having the same fault
I've just tried again and it just skips the authentication screen and says authentication failed try another card or contact the card provider, I've tried other cards I've used those same cards on other websites as I've said and only Virginmedia's system is having an issue
There have been a few posts cropping up on the forums about issues making payment by card online.
The easy solution is to set up a direct debit, however not everyonewants to use that method.
If you have access to a phone then there is an automated payment line which should save you messing about.
The info below is from https://www.virginmedia.com/help/virgin-media-make-a-payment
"You can call our dedicated automated payment line on 0800 064 3777. It’s available to use all day, every day.
Just make sure you have your account number and area reference number to hand. You can find these details at the top right hand corner of your bill."
Let us know if this helps Paul or if you need further support. We are a little limited as to what we can do via the forums in regards to payments as we aren't able to take them via this platform.
Yes on my laptop, the VM app on my phone and my works computer all have the same outcome, I've managed to pay now on the payment phone line, via the card your system says I can't so it's clearly an issue with the website
The Direct Debit payment date should only ever move a couple of days backwards and is dependent on weekends and bank holidays as to how much this moves saabmania2. We will feedback in regards to the website but the payment line given previously is always an option.