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Virgin Media asked me to cancel my agreement but put a DEFAULT on my credit report

Joining in

Dear Virgin Media

I was your customer from 2021 until 2022. I provided you with a wealth of evidence that my services were not constant, and I have severe billing issues, which you have apologised for. Billings issues such as on the app and website, it would only show 0£ balance due, "thank you for payment", but my connection would get suspended, and I would get charged a late fee.

Virgin Media was reported by building management in the skyrise I live in for connection drops for days and weeks every month.

After numerous complaints from the building management company of Canary Wharf, residents, and myself, you told me that I could terminate my agreement with you.

However, I noticed that you sent a £70 debt to collections and registered a default under my name.

Once a new complaint was raised about the default, you said in writing that I had no debt for my account.

And since then, despite my many attempts to resolve the default, you have been silent.

Now, my interest rates have gone higher, my credit limit decreased and many more consequential negative impacts.

How do you propose to fix this?

I have 130 pages of evidence to send you here to show your poor service and terrible customer service. Who put me on hold for 1 hour, but I heard them laughing because they forgot to mute, etc.

I don't want to go to the Ombudsman. It takes way to long, over one year waiting list.



Alessandro Volta

Which ombudsman are you planning to refer to? Cases with the communications ombudsman seem to be processed more quickly than a year (weeks or months are described on here)

You should speak to them and see if they can deal with your case (which sounds like a combination of poor service and finance/billing problems) and check out what their timescales are.

From experience, the ombudsman in general, just takes way too long, maybe the communication ombudsman is different, but I'm too tired to wait a long time. I tried applying for a loan etc., but it's impossible with a poor credit score.

All Virgin media has to do is to review the account properly and update credit report, its not that difficult.

Nothing to stop you waiting for VM but how long have you been waiting for VM to resolve this so far (if you were a customer ending in 2022)?

A trickle of feedback on here about the communications ombudsman is favourable with reports saying they were easy to deal with and outcomes seem to favour the customer (in the cases reported back on here at least).

Hi bjaafarian07,

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear there is a default on your credit file that you were previously unaware of and it's now affecting you financially.

The quickest way to get this looked at is to raise a dispute directly with the credit referencing agency. They will send the information to us and we will take a look at this, correct anything that needs correcting and we then send the updates directly back. 

If you would prefer to raise this directly with us then in order for us to investigate this and look at things, we would need a bit more information from you. Please send a copy of your credit file to us along with the following information:

  • ➡ Virgin Media account number
  • ➡ Full name
  • ➡ Contact number
  • ➡ Account address
  • ➡ The company that you used to view your credit file
  • ➡ Any specific details related to the credit file enquiry. 

Once the team have this information, they will investigate and action any amendments within the next 14 days of receiving your email.

You can send this to the following email address:

Keep us posted on how things go. 


Forum Team

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Hi Kath

Thank you for your reply. 

I already sent multiple emails to Virgin Media, the debt collectors and the credit amendments email. 

Virgin Media customer service replied that I have no balance. Debt collectors emailed saying they sent the debt back to Virgin media, and credit amendment/Virgin Media has been silent since despite my multiple emails. 

On top of that, before this dispute, I have a copy of an email in which I changed my email and contact details, I made a complaint using the new email address, putting the old account and addresses as references in the complaint email. I told them I no longer have access to the old email address, but yet, virgin Media sent a reply to the old email address I told them not to do so, as it's a hacked email address, and I don't trust it. 

Just full of dominos of mistakes by Virgin Media, and I have around 50 neighbours in a group chat to confirm this type of poor customer service. 

In this case, to further look into the issue, I have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. I'll be in touch soon

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs