Credit File Report - Missed payment - Virgin rejected
Virgin media notified me that i need to pay my November internet bill on December 15th, as the direct debit had bounced. I tried to make the payment using the manual platform, however the platform kept on rejecting my payment as i was in Nigeria. (my bank has confirmed there was no block on my card for payments - Monzo) I landed back in the UK on the 6th of January, and made the payment immediately. A few weeks later a missed payment marker was added to my credit file, i emailed the creditfileammendment team to make them aware of what happened and to check the evidence of my attempts at payment, and to amend my credit report. They rejected this and said i still made payment after deadline, despite the issue being with their payment tool. This is an unfair stance to make, given the issue is with their platform and there is evidence of my attempts at making payment on December 16th.108Views0likes2CommentsNetflix hacked - going round in circles
My netflix account, which I have through Virgin Media, has been hacked and the email address to access it changed by the hacker. I have been going around in circles with Netflix wanting a 6-digit service code, and Virgin Media who were adamant that no such code could be given out. Virgin Media have said the only thing they can do is send an activation code (which I have not yet received) and raise a complaint (which I have not yet heard anything back from). I've seen a lot of people who have been in this same situation, did anything ever get resolved????? How can I reset the netflix account I no longer have access to?????? PLS HELP.203Views0likes3CommentsUnable to link virgin media account to virgin media O2 ID account - Need to change engineer visit!
I've had a text saying an engineer is coming on the 23/07/25 which I can't be there for as my tenancy doesn't start until the 1st (Hence why I initially asked for 02/08/25). I tried logging in to change the date and was prompted to link my Virgin Media account and Virgin Media O2 ID. When I try I get an error saying: “We’ve found your Virgin Media account However, this account is linked to an email address that’s different to the one on your Virgin Media O2 ID. If you’d like to continue and link your Virgin Media account to your Virgin Media O2 ID, please confirm the full email address your Virgin Media account is currently registered to. We’ll then send an email to that email address to approve the transfer.” Additionally, if I try "I forgot my email", on Virgin Media I get the message: "The email address on your Virgin Media O2 online account is: [object Object]. Use this email address to sign in to your account." I need this sorted ASAP as I can't cancel the engineering visit without it! I've called but the useless robot interface keeps hanging up on me and not understanding what I need!128Views0likes1CommentMoving House
2 weeks ago I made a request for moving house. Unfortunately as of Wednesday this week we were not able to move house. I phoned VM an hour and a half later they advised a new installation date of the 7th May and disconnection of current property on the 6th. I then received an email that same day to say that installation is now the 22nd May. My phone line went down yesterday i called VM to be fobbed off again, went round the houses yet again to clearly state I'm not moving yet and was told I won't be cut off. Low and behold what did they do cancel all my services this morning! They've now told me it takes 24 to 48 hours to get back to working services. Appalling. On top of this I had Netflix included in the package because VM cancelled everything Netflix took money out of my account without my permission. Does it really take 24 to 48 hours to be connected back when it's virgin media's error79Views0likes1CommentInstallation
I just received my virgin media broadband only to discover it isn't compatible with my building. It made it obvious to the agent that I recently moved into the place and she assured me that I'll be able to use virgin because it has been used here. On receiving the package I realised the socket is not virgin media compatible Is this a way of getting me to pay extra money to a technician to fix the socket because I made it obvious I needed this urgently. And because of this delay I am about to miss a lifetime opportunity Please send a technician to fix the socket. I am not paying an extra dime for this installation. Afterall you assure me installation is free. Or you can terminate the contract. This is pure fraud!!!298Views0likes17CommentsDelayed QuickStart Kit Delivery
Hi, I’m reaching out to the community for clarification and assistance regarding the delivery of my QuickStart kit. Here's the timeline of events: 25th March: I ordered a broadband & TV package and was informed that the QuickStart kit would arrive on the 27th March. 26th March: I noticed the tracking information suggested delivery on the 29th March, but I didn’t have a tracking number. Services now say they start on the 29th March. 29th March : No delivery or tracking details from Yodel. I contacted Virgin Media via live chat but couldn't get an answer. However, Yodel’s tracking page stated they hadn’t received the package from Virgin Media. Sunday 30th (today): I’ve been informed that the delay is due to Yodel but they don't work Sundays. However, Yodel live chat keeps saying they haven’t received the package and can only update me once they do. I have been told by VM that it will take another 2-3 days In the meantime, I have no WiFi and am being forced to rely on my mobile data, which is neither fast enough nor sufficient to carry out the tasks I need for work. This is adding significant frustration to an already inconvenient situation. I’m stuck in the middle of conflicting information between Virgin Media and Yodel. Virgin Media: Says the package is delayed and blames Yodel, advising me to contact them. Yodel: States they don’t have the package yet and can’t help further until they receive it. This situation is causing significant inconvenience, and I feel I’ve been misled multiple times regarding delivery dates. I’d appreciate clarification on the following: - Can I collect the QuickStart kit from a Virgin Media location or alternative location to avoid further delays? - Am I entitled to any form of compensation for the delays, missed delivery promises, and confusion? - Who is responsible for ensuring the kit is delivered to Yodel and ultimately to me? Thank you for your help. I hope someone can shed light on this and provide a resolution as I can see a number of customers have experienced the same issue. Kind regards, Martin189Views0likes4CommentsIncorrect Late Payment on Credit Report
Hi All, Recently tried to renew my mortgage and discovered that Virgin Media have added a late payment marker to my credit file, even though this payment was not late and I had previously been in discussion with Kath on this platform regarding this payment as it was higher then normal for that amount. I've checked my bank records and this was taken inline with my normal virgin media payments. This was in November 2023 and since then I've been declined for a credit card and my mortgage. This is greatly upsetting and is impacting me financially for something that is not my issue. I'd appericate this sorted as soon as possible. I've also emailed the complaint line and will be reaching out to anyone else in Virgin Media about this as its frankly unacceptable that this occured when the payment was not late as it was taken from my account at the same time as all other payments.2.4KViews0likes7CommentsCredit default
Dear All, I hope this message finds you well. I have been trying for more than a year to explain that you incorrectly put a credit default while I have made my payment on time. Your created an error on my balance while I left my flat at that moment and with no access to anything. Seven months after I left the flat I received an email and explained via this emails and keep following up and called till I got to your team. Despite all that, I made the payment and your INCOMPETENT team that I am still dealing with them for MORE THAN A YEAR REFUSE TO UNDERSTAND THAT YOU MADE AN ERROR AND YOU INCORRECTLY PUT A CREDIT DEFAULT ON MY CREDIT WHEN IT IS NOT TRUE. ALL THIS FRUSTRATION AND ONE YEAR WASTE OF TIME AND MANY FOLLOWS UP, I HAVE TO SPEAK IN THIS CHAT TO GET THIS DONE!!! COULD YOU PLS PROFESSIONALY AND WITH COMPETENCY FIX YOUR ERROR ??? THANKS829Views0likes4CommentsNo Response from Homemovers
I am due to disconnect on 20/05/2024 I spoke to Virgin Media about the early disconnection fee. They said as I am moving to an area they cannot supply, I won't need to pay the EDF. Part of the message added below. I have since sent them a water bill, and a council tax bill with the new address which they cannot supply. The two emails were sent to homemovers@virginmedia.co.uk as requested. I have had no response and I am quite concerned this EDF is going to be applied. I have spoken to them several times and no one seems to be able confirm if the EDF has been removed. "If you can provide us the required documentation showing your new address within the next 28 days we will apply a credit to your account removing the early disconnection fee. Once you confirm, you will receive an email to your registered email address which will outline all of the details and required documentation you need to provide to us. Upon sending the documentation a correspondence will be sent back to you detailing the next steps. The documents that will be accepted are: Bank Statement Mortgage Information Rental Agreement Driving Licence Insurance Documentation Utility Bill"2.6KViews0likes10CommentsVM April Price increase quoted not honoured
Dear Virgin Media, We have had a Volt package since last year's renewal for 250Mbps + O2 SIM deal (paid separately) for £28.00 pcm. Like every other customer, we received notification of the April 2024 price increase. We were given a breakdown via email stating that our bill as of 04/28/2024 would now increase from £28.00 to £30.46 (£30.46 for main services + £0 add-ons). Which we were OK with, so we didn't need to contact Virgin about it. Yesterday, I received an email with a bill for April 2024 of £37.99 so I called customer service today to understand why and where this amount came from. I basically got told that the quoted £30.46 was "last year's price" and the new higher price was "due to inflation". I made a case to the operator that my 8.80% increase was then, in fact, not what was advertised and I was now getting charged WAY more than anticipated for the same package. I asked if the 8.80% increase was then a variable rate, rather than a fixed one, and he said yes. Nowehere on my paperwork or emails about the April price increase there's a mention of the 8.80% being a variable rate customers are charged. The operator made every effort to try and offer a solution price wise, saying he could take the price down to £32.00 pcm after his manager approved. This amount is still higher than what we were quoted and I still haven't received a straight answer as to why I was given, in writing, an increased price of £30.46 pcm and then receive a bill for £37.99. To make things worst, the operator mentioned my contract is coming to an end on 28th May 2024. However, online under "My Contract" it shows the expiry date is November 2024. Which is which?? If a member of staff could please get back to me asap about this it would be greatly appreciated. Thank you Kind regards708Views0likes2Comments