Elle11
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Re: Can't switch over to ebilling
Me too. I tried to change it over the phone today (I was previously e-billing without issue but somehow it changed to paper for £1.99 a month). The adviser said I must do it myself via the app. The link on the app and website sends you to direct debits or make a one off payment. No way to register for ebilling.509Views1like1CommentRe: Offline for 5 days, please help
Update: I am back online! Billing is a mess though, I've paid a month in advance on 16th for the service that stopped working on 17th. And am also being charged for a new service from 17th. Virgin have no record of my previous payments despite still having the same account number, direct debits etc. They have kindly switched me to paper billing for £1.99 a month (despite previously being e-billing), telling me they can't change this over the phone I have to do it via the app only the app isn't really fit for purpose and this isn't possible. Compensation doesn't appear to be forthcoming for the whole outage either (or after the first 2 days). But that is a battle for another day. Thanks for listening and offering advice to keep me sane, gonna be a long 18 month contract 🙂417Views0likes1CommentUnable to register for e-billing
I was previously set up for e-billing. I was talking to Virgin Media on the phone today, they advised I am paper billing for £1.99 I said, no never had a paper bill please change it back to e-billing. They said they can't, I have to do that via the app. Now the app and web account system doesn't seem fit for purpose. I have followed all the instructions supplied by Virgin Media but there is no such e-billing option or a my profile option. It's absolutely crazy. Can a moderator on here help with with accurate instructions because the links and pages supplied send you to direct debits, make a one off payment, everything but register for e-billing. Come to think of it, Virgin was sold to me as a ''you can manage your own account seamlessly'' type company. It appears to be everything but. The app says ''change your package'' when you click it, says ''telephone us''. Book an engineer, the option doesn't work. Absolutely everything I should be able to do myself requires a phone call. Having quite alot of regret changing to Virgin 😞668Views0likes1CommentRe: Offline for 5 days, please help
I’ve submitted 3 complaints. 1st one closed without a response so I raised another querying it. 2nd one closed and marked as resolved when they updated the address but this also left me without service. Other than initial auto reply to confirm receipt of complaint never once have they called me or emailed about it, I just notice it gets marked as resolved at some point via the app. Final complaint made this week about the handling of other complaints and being left without service (which they will have known had they called to resolve the complaint like their process says they will). Easily the worst customer experience. Previously with Sky with no complaints, just fell for the full fibre when we moved and were out of contract.449Views0likes0CommentsRe: Offline for 5 days, please help
Thanks for the info. Virgin used the neighbours address to book the installation in June when we moved in because weirdly our address wasn’t in their drop down menu and they couldn’t add it manually. Said if they supplied our neighbour they can supply us, they’ve sent an engineer to confirm the address as legitimate. Every time I spoke to Virgin on the phone, via message or in person I corrected the address. Even supplied documents from the council and land registry confirming the address. Other companies online are correct Royal Mail, Sky etc. You were right. The 4th engineer came today and couldn’t fix it. Says everything is as it should be. It’s an account issue. Since called me back to say “they” think the hub has been “hit” too many times and needs to reset (although he wasn’t sure that was it as it should have been working after the re-install. And they tried a new hub. I’ve been told to wait until 7pm to do an another pin hole reset but fear that will be another day without broadband. My phone data (with another company) is taking a pretty big hit hotspotting my work Teams calls. Been paying for a hot desk some days but it’s quite far. My complaints are being closed without response. Guessing daily compensation will be another battle. When working the service was pretty good but the customer run around when a problem is dreadful.494Views0likes3CommentsOffline for 5 days, please help
Hoping someone can help me… slowly losing the will to live here. Quite a complex story yet so simple at the same time. Virgin installed our service end of June. Been working fine. However on the account they listed my neighbours address instead of mine. Tuesday they finally updated the address on their system but this shut down our whole service. They are now treating it as a new installation. I’ve since had 3 engineers here. A new hub and stream box yet still not online. Green light on the hub. Given the service was installed previously and working fine surely it’s just a small glitch or typo somewhere with the address confusion? Does anyone have any ideas how I can get this sorted and back online so I can work? No one at Virgin seems to be listening to the facts. thank you 🤞738Views0likes9Comments