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Virgin default

Joining in
I have a question regarding a default I saw on my credit file. 
I was checking my credit score this morning and I saw an entry saying I owe virgin and am on default. It says the default was from 2015. I can't remember have virgin broadband but I use to have virgin sim only which was monthly rolling contract and I can't remember missing a payment. So I don't understand how do I have a virgin default in my credit file and this is affect my credit history negatively. I tried calling customer service for some explanation but no one seems to be able to help me or at least explain to me how comes I have a default in my credit file from virgin. They keep asking me for an account number, how can I remember something I have no knowledge about even if I had an account number I can't remember something from 2015.
I don't mine paying the money even though I don't think I owe virgin if that will clear the default on my credit file.
Any help or advice will be greatly appreciated.

Forum Team
Forum Team

Hi there @bahj, welcome to our forum and thanks for your post.


This certainly sounds like a strange one, I will be happy to assist with finding out what is going on with this.

I'll pop you a PM to confirm some details so this can be done.



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Very Insightful Person
Very Insightful Person

@bahj wrote:
I don't mine paying the money even though I don't think I owe virgin if that will clear the default on my credit file.

Paying the debt will not result in the default being cleared, as you are accepting the validity of it. It would be marked as settled if you do this.

To remove the default will require you to convince VM's credit management section, that it has been incorrectly placed.

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I have been trying to get in touch with them. To settle this but to no avail. Some one just massaged me. I am quite sure this was incorrectly placed. 

Alessandro Volta

japitts advice NOT to pay the amount is something you should heed for the time being.  The onus is upon VM to provide evidence that you owed them money, that you did not pay them that money, and to prove that they issued appropriate notice or final demand to you at that time.  Any credit agreement that VM provided will almost certainly be regulated by the Financial Conduct Authority, and the FCA position in these circumstances (courtesy of the excellent DebtCamel website) is "Where there is a dispute as to the identity of the borrower or hirer or as to the amount of the debt, it is for the firm (and not the customer) to establish, as the case may be, that the customer is the correct person in relation to the debt."

I would suggest you contact Citizens Advice to understand your legal rights in this situation, their service is free.  

Potentially you will need to send a "prove it" letter to Virgin Media, and if they cannot provide complete evidence then you can require them to clear the default notice and pay you compensation.  Given VM's dismal track record on all matters of customer service, you may need to take the matter to the Financial Ombudsman after checking with them that this matter is in scope for them.

This will take some weeks to resolve, but there is a process, just take it one step at a time.