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Virgin media eBilling issue -it seems impossible to switch to ebilling

Plfox62
Tuning in

I took on the virgin media account after my wife died. I then started receiving paper bills I didn’t request and was charged for these.

The instructions about switching to eBilling in the app and on the website are misleading and simply don’t work. I have called Virgin Media at least four times, dealing with a call centre, to no avail. In May I was assured I had been switched to eBilling. Nothing happened,

 

Today I was simply given the same instructions about going through My Account to Your Profile (which doesn’t exist). I explained again and the call centre handler said she would switch me (I’ve told this before), only to be told her system wasn’t working. 

This is frustrating and disappointing. My contract comes to an end in September and I am seriously considering switching to another provider. It would be much appreciated if this issue could be sorted out once and for all

5 REPLIES 5

Carley_S
Forum Team
Forum Team

Hi @Plfox62 

Welcome to the community forums 

Sorry to hear that you've not been able to sent up e-billing at your side and when calling the team for support, 

Just to confirm the steps to set up e-billing through your online account, I have provided them below. 
 

After signing into your online account here
•    Click on the Settings tile.

•    Click on Account Details.

•    Scroll to Communication Preference and click Edit.

•    Select "eBills, email, text" from the dropdown menu.

•    Click Update.

 

Please let me know at what point does this fail or is different to what is shown on your online account and we can assist further if needed. 

Here to help 🙂
Virgin Media Forums Agent
Carley

I’ve done this previously. In fact I’ve tried everything. It doesn’t work

Just to add more. All the direction/information provided by Virgin Media on its website and in these forums are simply not helpful. That’s why I have called Virgin Media numerous times in the past 4 months to sort this out. In May I was assured by the call centre this had been sorted out. It wasn’t. Today the call handler said her system had gone down and would call me back. She didn’t.

it seems to me that this is deliberate which is why I am considering switching to a provider which will offer better customer service.

I have added more but not sure if you saw it as I replied to myself but this response and the information offered on the website and in these forums is not helpful. It seems designed to fob people off. That’s why called Virgin Media but that doesn’t seem to help.

This seems deliberate which is why I am considering switching provider.

Hi Plfox62, 

Thanks for coming back and advising further on here. We're sorry this has still not helped. This is something we would like to look further at for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

Kath_F
Forum Team

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