Forum Discussion

jrm01's avatar
jrm01
On our wavelength
2 years ago

Turn off paper billing - apparently impossible

Hi

After moving house in December I was set up on a new contract which included a charge for paper billing.  Didn’t have this before and don’t want it.


After contacting VM after the first bill I was given a credit and told paper billing turned off, however next bill came and still on it.  Contacted VM again and same story, given credit and told definitely turned off.

Latest bill received and charge appears again!!  I do wonder how hard can it be to turn off paper billing.

Getting completely fed up contacting VM every month.

Anyone else had issues with this and found a solution?

thanks

Unwanted paper billing
  • Paulina_Z's avatar
    Paulina_Z
    Forum Team (Retired)
    2 years ago

    Hi jrm01,

    Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're having some issues with your billing format!

    Have you taken a look at our website to see how your can Switch to E-Billing through your online account? If you've tried this and still having issues, I'll be more than happy to help you. 🙂

    I'll send you a Private Message to confirm some details. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I'll be in touch soon!

    Thank you.

    • Adam-Gould90's avatar
      Adam-Gould90
      Joining in
      2 years ago

      Hi Virgin Media

      Can you please remove me from the paper billing? I have never requested a paper bill and now been charged.  I do not a profile option to turn this off. 

       

      Thanks

       

      Adam

       

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        2 years ago

        Hey Adam-Gould90, thank you for reaching out and a warm welcome to the community I am so sorry to hear this.

        To turn paper billing off pleas follow these steps;

        1. Register or sign into My Virgin Media.
        2. Click My Profile at the top of the page.
        3. Scroll down to the eBilling section and click Switch to eBilling.
        4. Follow the instructions on-screen.

        Cheers 

  • Paulina_Z's avatar
    Paulina_Z
    Forum Team (Retired)
    2 years ago

    Hi jrm01,

    Thank you for coming back to me via Private Message. I'm glad that I was able to assist you and make sure that you're registered for e-billing going forward.

    If there's anything else we can do to help, please let us know. We're here to help. 🙂

    Thank you!

    • jrm01's avatar
      jrm01
      On our wavelength
      2 years ago

      Hi @Paulina_Z

      Thanks again for your help in sorting the issues 🙏

       

      • Ilyas_Y's avatar
        Ilyas_Y
        Forum Team
        2 years ago

        Hey jrm01 thanks for updating us on the forums. 👋🏼

        I'm glad Paulina was able to assist and get this resolved for you.
        As always - reach out to us and we'll assist where needed.

        Kind regards,
        Ilyas.

  • chadflaherty's avatar
    chadflaherty
    Joining in
    2 years ago

    Hi there,

    Im currently experiencing the exact same issue with paper billing and the issue has been going on for 5 months now. I have contacted your support team via whatsapp they claimed to have stopped the paper billing but we are still recieving the charges of £1.75 every month. please can you fix this for me. 

    • chadflaherty's avatar
      chadflaherty
      Joining in
      2 years ago

      I've logged onto you're app charged my billing to "E-Billing" and yet it still doesnt work 

      • Paul_DN's avatar
        Paul_DN
        Forum Team
        2 years ago

        Hi chadflaherty,

        Thank you for reaching out to us in our community and welcome, sorry to see you have been unable to add paperless billing to your account, this is something we can help with, I will send you an invite into a private chat, please look out for the white envelope to accept.

        Regards

        Paul.

    • Paul_DN's avatar
      Paul_DN
      Forum Team
      2 years ago

      Hi chadflaherty,

      Thank you for joining me in a private chat and for clearing security, as advised paperless billing has now been set up and will start from your next billing date.

      This is usually set up Via your Online Account by selecting billing and ticking the paperless billing box.

      If you do need any further help, please do not hesitate to reach back out.

      Regards

      Paul.

  • jongosling's avatar
    jongosling
    Tuning in
    10 months ago

    To whom it may concern,

    I have received (and been charged for) a paper bill every month since moving home in Dec 23. Every month I call / chat to Virgin Media to resolve this, which they say they have done and eventually I am refunded the £1.75 (just in time for the next paper bill to arrive) and the process repeats. I am registered for eBilling, and never received a paper bill at the old property, this has only started since moving home. Please could someone solve this never-ending paper billing nightmarish cycle for me?!

    Thanks, Jon

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      10 months ago

      Hi jongosling 👋.

      Thanks for reaching back out to us, apologies for the issues that you have had with your paper billing charges. So that we can look into this for you, we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina

  • jrm01's avatar
    jrm01
    On our wavelength
    10 months ago

    @VM why do you make things so hard

     

    i am now having to reply to my own post as just entered into a new contract for my in-laws and guess what, even though I specifically said I didn’t want paper billing it’s been switched on and we have been charged for it.

     

    why keep charging for services we don’t want.  Can someone please deal with this again

    • John_GS's avatar
      John_GS
      Forum Team
      10 months ago

      Hi jrm01 

      Thanks for posting and welcome back to the community.

      Sorry to hear of this and I'll send you a PM now.

  • Yoah's avatar
    Yoah
    Joining in
    7 months ago

    Also experiencing the same issue that I cannot remove paper billing from my account and have been charged twice with promise of a refund and that it was fixed but had no refunds at all and the charge is on the new bill

    Only see "Email / Text message / Phone call / Post" in the contact preferences, other options are Large Print, Audio, Braille Grade 2 and Braille Grade 1

    @VM Please help remove this!

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      7 months ago

      Hi Yoah 👋 Thank you for your post and welcome to the Virgin Media Community 😀

      We're sorry to hear about the issue you're experiencing 😔

      In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,
      Daniel