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Over charge bill

Joining in

Since May l have had continuous trouble with my bill. I have Netflix excluded in my package but virgin continues to charge me for it. They blame Netflix but virgin  cannot right my bill but can only give me a credit for the next month. My last bill now has three months of Netflix and after complaints , 10 phone calls and asked to escalate to a complaint l am not happy with outcome, just hit a brick wall. Have a direct debit so they just take out what they want. Anyone else have trouble with virgin 


Forum Team
Forum Team

Hey brendahall1,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your billing since you joined, you mentioned that you have Netflix excluded from your package, did you mean included in your package or do you not have the Netflix billing included and you're being charged for it?

Kind Regards,


Sorry meant included in my bill. Just heard a update from my complaint and they again offer me to take it of next bill. Want me to close complaint but told them l am not prepared to except this and want the complain sent to next level. 

Thanks for coming back to us brendahall1, I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,

Thanks for chatting with both me and my colleague Steve via PM, brendahall1 and allowing us to sort this for you

Do pop back if you ever need assistance.

Best wishes,

Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

Hi Steve 

hope you received shot of Netflix email.

have had 5 call conversations tonight with virgin, 2x resolution team, l bill, fault department, and 1 technical dept. 1 x package department who did not pick up after hanging on for 10 mins.

Outcome technical department response to problem is for me to restart my Netflix account with payment plan and virgin WILL SORT it out😂😂😂😂. My answer was no. They went away for 10 mins to discuss with team but had not sorted it out. Came back and asked me to hang on again which l said ok but was then cut off. Waited 10 mins for them to phone me back, but no phone call. Then l made 2nd call to resolution team who put me through to faults, who can’t help. They put me through to package who never answered the phone.

This is like going on a merry go round and l cannot get off.

I did warn you it would not be long before a would be in touch.!!!!

Had enough tonight. Starting another complaint seems pointless as they did not address last one. 
Regards Brenda

Hi Brenda,
Apologies for the ongoing Netflix issues, we can see you have contacted Steve by Private Message and he will respond to this as soon as possible.