No access to Virgin Media account for months, billing incorrect, and unexplained charges
Please help!!! I am hoping someone from Virgin Media can finally help because this has been ongoing since I re-joined a few months ago. I cannot access my Virgin Media online account or app and I have never been able to log in since re-joining after being with Sky for around 3 to 4 years. Because of this I cannot view bills, set up a Direct Debit or manage my account. When I joined, an agent raised a ticket to fix this and told me it would be resolved within 10 days but that was months ago and nothing has changed despite around 50 phone calls. My package is internet only at 25.99 per month. Because I have no online access I cannot set up a Direct Debit so I have to call and use the automated payment line to pay. In December I paid 26 through the automated line and I have the bank transaction to prove this. I also had 40 credit applied due to a complaint about losing my service for over a week. Based on this I expected my January bill to show a credit of 14.01 remaining. Instead I have received an email bill for 34.61 which says my package is now 35.98, there are extra charges of 12.65 and it also says I owe 25.98 from last month. None of this makes sense when I paid in December, had 40 credit and my package should be 25.99. I need someone to fix my online account access, explain why my package price has changed, explain what the 12.65 extra charges are and correct the incorrect balance from last month. This has gone on far too long and I am being charged more than I should be because of account and billing errors. Can someone from the forum team please look into this properly?
I can't find my account number
I have been logged out of the virgin media app and when I'm trying to sign back in I can't get passed the link part as I don't K ow my account number! I have looked through my emails and also the contract document email and I still can't find it. I rang up to pay my bill and passed security but I got told they couldn't tell me account number! What else can I try?