on 02-03-2023 13:39
Hi,
I have been having trouble making calls after switching the ownership of my account from a parent to myself. I can still text, receive calls and use my mobile data. I just can't make calls.
Since I can't make calls, I am unable to call the customer support of virgin media and there is no way to contact by email so I must use this method.
I suspect the reason I cannot make calls is because I have not paid my 1st bill (Set up a direct debit over the phone before the switch occurred but for some reason, it has not gone through. It is registered on the website but the funds have not left my bank account). I tried to pay the 1st bill online but it keeps saying the payment has been declined by my bank even though I approved it myself on my bank app. Can someone please help?
on 02-03-2023 13:47
Hi Fordwychroad94
Sorry to hear of the mobile issues experience making calls, we understand the confusion this can cause and you taking the time to raise this via the forums. Welcome to the community.
Have you received a first bill yet? If so, what date does it advise it is due to be requested from your bank? Are you able to receive calls? Is this in one or multiple locations?
Have you spoken to your bank in regards to why the Direct Debit wasn't taken or why you can't process the payment via your online account? We can't take payments via the forums but you can call the mobile team from any line on 0345 600 0789.
Rob
on 02-03-2023 13:58
on 02-03-2023 14:06
If the change was only made yesterday then a first bill might not have been produced yet let alone requested via Direct Debit as this is usually 10 working days after the bill is produced. The 'charge' will more than likely be the tariff being added, does the amount match what you agreed as the price?
Do you know if the account was up to date prior to being transferred to you? We also have these contact methods available https://virg.in/contactvm or you can send your query to 07533016422 and we’ll text you back. We’re here 8am-11pm Monday to Friday, 8am-8pm on Saturday and Sunday.
Rob
on 02-03-2023 14:12
on 02-03-2023 14:16
The day of the transfer can have some issues with the service, this can last up to 24 hours whilst all of the information is filtered through. Can you try a reboot and see if it automatically connects to a network?
If not, try a manual search to see if this allows you to make calls.
Rob
on 02-03-2023 14:23
on 02-03-2023 14:32
What number are you trying to call? Is it a UK number or international?
Rob
on 02-03-2023 14:43
It's just normal UK numbers. Also 789 does not work
on 02-03-2023 14:49
As the changes are recent, let the 24 hours pass and reboot every couple of hours as if it is a information issue and its just updating rebooting will refresh this with the network and your handset.
If you're still having issues tomorrow, let me know and we can take closer look. Also does the manual search help?
Rob