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Unexpected £300 bill

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We’ve come to look at our bill for next month and we are being charged approx £300 for phone calls that we haven’t made. We’ve phoned virgin and explained that these calls are not us, we dont even have a landline phone in our house and as they can see we haven’t made a single phone call since we’ve been with them, to then told by them, no we have made these phone calls and that we are lying. After being on the phone for hours, they finally put us onto a manager who then sorts an engineer to come round and see what the problem is. The engineer turned up and discovered that our phone line had been connected to someone else’s in the cabinet, his cut the wire and relayed this back to your team and told us to phone the next day and the charges should be resolved because it’s clearly an error on your half. So today we have phoned up to then be told no we still have to pay and they have given us a £60 discount… saying we should still pay in excess of £200+

This is by far the worst customer service I’ve ever experienced, to be called liars and force us to pay something we have not used. 

has this happened to anyone else? And where do I go from here?


Forum Team (Retired)
Forum Team (Retired)

Hi @PBowes 


Thanks for posting on our community forum and sorry to hear about the issue with your landline call costs.


I am going to drop you a private message now to collect some further details so I can investigate this myself and hopefully have the issue resolved for you. Keep an eye on your inbox for a message from myself.



Forum Team

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This is happening to me too. I have spoken, Whatsapp and messaged the Virgin team numerous times over the last two weeks. So far I've had two engineers visits and still no resolution and the calls are still being made. In this time Virgin Media have suspended our Internet service three times. I'm still without service as no one from Virgin was able to resolve the issue because it's Sunday and they had no staff that were able to deal with it.

I'd welcome any suggestions on how this can be resolved.


Forum Team (Retired)
Forum Team (Retired)

Hey @Wayne19,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue with your account and bills, I would like to go about helping you with this, for me to do so I will need to confirm some information from you in a private message.