Account Restricted after midnight
My services are currently restricted from a missed payment which i understand. But putting the restriction on at gone midnight (00.30) is stupid, as I paid the minimum amount so I could get my services reactivated (within 10 minutes as it is stated) at 01.00 and and 4 and half hours later still not been reactivated. If I was restricted whilst customer service was open, it would have been sorted within minutes and not have to wait hours.Charged Twice
Hi Virgin Media team, I need help urgently with a double payment on my account. My bill was due 8 December. On 7 December, I logged into My Virgin Media and made a manual card payment for the full amount to make sure it was paid on time. However, on 8 December, the same bill amount was taken again from my card as a Direct Debit. I wasn’t aware a Direct Debit was set up (or scheduled to be taken), and I’ve been trying to contact Virgin Media since then but haven’t been able to get through. I want a refund please!Outstanding balance email sent before next scheduled direct debit date
Dear Virgin Media This morning, Monday 3th November 2025, I received an email from payments@notifications.virginmedia.co.uk stating that there is an outstanding balance on my broadband account. The email states that this could be because I missed a payment due date or there was a problem taking your payment. To be clear, I have not missed a payment. After logging into my Virgin Media account, I confirmed that my next payment date is Wednesday 5th November 2025 and there is no outstanding payment from my last bill. The direct debit for that bill was taken on Monday 6th October 2025. As you can imagine, I am concerned and confused by this notification. My direct debit details are correct in my Virgin Media account, so I do not plan to make an early payment and will allow my direct debit to take payment as scheduled on Wednesday 5th November 2025. Please explain why I received an outstanding payment request when my balance is clear and confirm that I will not incur any late fees as a result of a payment request issued before my scheduled direct debit. I look forward to hearing from you. ThanksPayment taken but order failed?
Hello all, Last night i placed an order for a non-contract broadband package went through all the steps and after making the upfront payment of £80 the page went to an "opps, something has gone wrong". I can see a pending payment of £80 in my account to Virgin media. After 10-15 minutes i didn't recive any emails saying indicating the order had gone through or details of next steps. All i have Contract summary sheet number that was genterated before the payment was taken. I spent an hour on the phone to yesterday and was bounced around all different departments and no one was able to provide much help. (Customer serivces, Callback number, new accounts team) As far as virign media is aware the account was not created, so i dont have a account number. What are the next steps, will the payment be evetually refunded when the system relaises there is no account it has been paid to? Many Thanks, Luke.Making a payment over the phone
Hi, The option to make a payment on the phone by dailling 150 seems to have been removed. Selecting 2 for non-tech issues no longer gives a payment option but only lets you speak to someone and has resricted hours. How can a payment be made during non-office hours? --IanCharged Twice
I have a direct debit set up to pay my broadband bill from the joint bank account I share with my partner. This goes out of my account around 10 days before my bill due date. This month, on my bill due date, I was also charged from my own personal bank account for my broadband, being marked as a ‘Subscription’ to Virgin media. I don’t have a direct debit set up from this account, and my bill was already showing as paid. Why was I charged twice? How can I get a refund? How can I stop it from happening next month? The helpline just sends me in circles, sending me a text to set up a new direct debit and ending the call. thanks.
Won't let me pay online using card.
So I've been trying to pay my VM bill but suddenly it won't accept my payment method at all and it keeps being declined. I had a similar issue some years back but can't remember how I solved it. When I had that issue VM told me to contact my bank which I did but the bank just told me that it was an issue with VM and I needed to sort it out with them. So here we go again and I'm so fed up of this mess. This is one of the reasons I'm looking to leave VM but right now I want to pay my bill. So does anyone know of a solution because I don't want them charging me late fees? Thanks in advance.can’t make an account
When I set up my contract I never received an email or an account number or area reference. I then later recieved a text message from virgin telling me that my email address no longer existed so i had to register but I cannot make one due to having no account number or area reference. After about 30 mins on the phone about a month ago I managed to get through to an actual human and I explained my situation and was told that a letter would be sent to my address with a code to be able to set up my account over the phone. I still have not received this eventhough I was told i would receive the letter within a week. Also, my direct debit is no longer working to pay so I now have to make payments over the phone and I have to pay £7 more each time as they give me a late fee. I am so unhappy with my experience that has been ongoing for months.Direct debit changes and money taken
I've tried to change the account my direct debit comes out of. It said I needed to make a payment before it would let me do that. So I paid the amount it said using my debit card, got a confirmation email, and tried to do the rest. The website and app are both telling me I still need to make a payment, and it is saying a payment will be taken next month (even though I just paid). I've tried using the AI advisor but it either doesn't answer my request properly or it says it'll send me a WhatsApp which never arrives. I tried phoning and it just said "we'll send you a link to change your DD", and then hungup. So, my questions are: 1) why won't it recognise that I've made the payment? 2) why won't it let me change my DD? 3) Why can't I just speak to a person that could give me the information I need, resolve the issue with the payment, and change the direct debit?Direct Debit was set up without my awareness
A few days ago, I received a letter from Virgin Media saying that I had authorised payment by direct debit. However, at no point while filling in the new customer form did I give this authorisation. In fact, my first payment was made by bank transfer. I rang the support line to find out what had happened and was asked if I had given my IBAN at any point. I said yes, because the form requests this obligatory information. Apparently, from what I was told, this is enough to authorise the direct debit even without my express consent. Is this really how the process works? It is not a problem having the direct debit set up, but I dislike being forced to do something without being told in a transparent way and I would like to understand the situation.
