Wrong bill for 600£ charge for using landline which was never used

[pdk555]

Hello,

Ive been using virgin from almost 2011.

I was paying 60£ almost last year, and then asked them for suggestion for reducing. they setup basic account and reduced the bill to around 45£. I use direct debit to pay the bills

I am working from home most of times after covid and redundencies happening in my work.

I wanted to finsih some work on Satday and internet went down. TV also stopped working.

When I call , the automated msg asks me pay 600£.. What !!!!

They whole sat day, sunday and today was transferred from one dept to another. Nobody helps.

I told I need some technical engieer to visit me, to show the phone was not working. Gets transferred from customer to collectios team. Im not sure what should i do about this..

[Cardiffman282 · Accepted solution]

Sounds like you have been disconnected for payment reasons but this should be a last resort after many warnings and is very unlikely to add up to £600.

See

https://www.virginmedia.com/help/billing-and-payments/payment-issues

[pdk555]

they are saying i used landline for weekday calls, It was only for weekend calls. I never touched the phone.

[Cardiffman282]

Ask for a complete breakdown of calls and charges and raise a formal complaint as required. 

https://www.virginmedia.com/legal/consumer-complaint-resolution-code-practice

[Ashleigh_C]

Hi there @pdk555 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your service and thank you so much again for posting. I would be happy to look into this issues with you via a private message and see what has happened with the bill.

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.