Hi pershinmr,
Thank you for your post and welcome to the forums.
I'm sorry to see you're having this problem. If you do continue to do so, if you could call the number that is listed and our team would be able to discuss your account with you.
Cheers.
Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk