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Virgin media won't take my call until I pay my bill but I have a query about my bill

Joining in

My contract comes to an end on 11th November and I am trying to call Virgin to either get a better deal or cancel.  The problem is, because I have an outstanding amount (even though I have until the 7th to make the payment) all I keep getting is an automated text message with a link to pay my bill.  However, the bill is in advance for next month and I don't intend to stick with the same package so I need to change or cancel it.  I have been attempting to contact them on whatsapp for just over 24 hours now and nobody is helping me.  I have never felt so disregarded in my life.  All I want to do is have a conversation with someone.


Forum Team
Forum Team

Hi Kickinkel75 👋 Welcome to community!

Thank you for posting, and for getting in touch to let us know your concerns about your billing and that you are hoping to change package. 
We do not generally support with package changes via community as they are best done in real time via one of our direct contact methods; 📞Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone or 📲WhatsApp: +44 7305 327 112. 

However I can appreciate you need some support, and your concerns about the billing. We will need to send you a PM to confirm a few account details so we can investigate what is happening and offer further support with this! I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞


Joining in

Same here! They've cut me off for incorrect billing following a change to my services!! Impossible to contact them unless I pay them £159!! BBC Consumer programme for me tmrw

Forum Team (Retired)
Forum Team (Retired)

Hi, DGT23.
Thanks for taking the time to join our help forums and for posting here, a welcome to the VM community from us. 🙂

I'm sorry to see you've been having issues with your bills too after a package and service change, although we do not support package changes over this forum we'd be eager to check what's happened that caused this issue for you and offer advice about your bills and payments.

To do this I'll send you a PM here shortly.
Please, check the top right-hand side of our page to find a little white envelope.
Click on this and you'll see my message.

Forum Team

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Joining in

I am also facing this issue. 


I cannot speak to anyone to resolve my issue because I "haven't paid my bill". But my latest bill says I am in credit. 

Can someone please reach out to help me get the issue resolved.

Hi Phill0555

Thank you for your post and welcome to our community.

I am sorry to hear about the issues you are having with the bill.

I will send you a direct message now so we can help.

Please look out for the envelope in the top right of the page and pop back to me when you can. 

Vikki - Forum Team

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