App and website errors. I just want to make a payment!!

[Hammysammy]

Morning all! 

I want to say good morning, but it’s a stressful one here! Does anyone know what I can do / who I can talk with to get this fixed? We’ve not too long ago moved house (this is our first bill) and apparently the DD we had set up didn’t go through properly. I’ve been trying to set this up through the app and website for days now and the page just keeps timing out and saying ‘sorry an unexpected problem’ and will not let me sign up. I’ve tried making a one off payment for this months bill but I’m getting the same error! I rang virgin media this morning and the agent was terrible and put the phone down on me when I tried to get it sorted. I don’t know what to do! All I want to do is pay my bill and set up a direct debit!!!!! 

The bill is due 10 Jan. 

[Matthew_ML]

Hey Hammysammy, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

I am going to send you a PM now to get this looked into. 

[Hammysammy]

Hey @matthew_ML! 

I do appreciate that it’s been New Years, but I haven’t had a reply to your message? Been waiting for a few days now and really want this sorting out. I tried to make a payment again last night and it wouldn’t let me! 

thanks 

[Matthew_ML]

Sorry for the long reply as it was the New Year I have been on annual leave also the forums isn't an instant response sorry. 

I can't help you to take payment but I can set a direct debit up for you.

Just to confirm are you the account holder?

[Hammysammy]

Hi Matthew,

Yes I am the account holder. Could you please reply to my PM? I’d rather not give you my details publicly:) 

[Ashleigh_C]

Thank you for clarifying @Hammysammy 

I'm going to pop you a PM now so we can get the rest of the information there. 

Please keep an eye out for the envelope at the top of your screen alerting you to a new message.