Bill Paid Twice
Hi, I am new to using Virgin Media and got a bill through for my first payment. I tried a number of times to pay it through the app but it was not working, so I instead paid via bank transfer from another card. On the payments deadline day another payment for the same amount was taken out of my original bank account - I must have previously set up a direct debit that I had forgotten about. I have tried numerous times to contact customer service, working through their chat bot and not getting anywhere, and then phoning a number of times only to be hung up on by the phone bot. This loss of this money and lack of information on how to get it back has been causing me a lot of stress. I have read on other forum pages that Virgin do not offer refunds, but only credit. I again have searched for where this credit might be and have been taken to the chat bot which once again does not have the option I am looking for. How can I be sure all of this money was taken into my account as credit, and be assured I will not be charged for my next bill?Complained and received no response
Previous contract ended. Changed package and therefore a new contract. The email I received on 7th July 2025 says "next bill will be £93.80 billed as normal on 30th July 2025, then the following bill will be CR £14.80 on 29th Aug 2025.". However, on 18th Aug 2025, Virgin Media took £47.01 from my bank account. This amount is not mentioned in your email. So I complained. I have received no acknowledgement of my complaint, nor any actual reply. I now have to contact you for assistance and please follow up with my complaint. If I don't hear from you, I will escalate to the ombudsman.No welcome email or account number
Hi I signed up and have received and installed my virgin media box. I have had it for two months now but have not received an account number or welcome email so I am unable to pay my bill or even create an account and now I’m going to be in arrears. I tried calling virgin media but was getting sent in circles.Contract Automatically Renewed Without Notification After Moving Home
Hi everyone, I'm hoping someone here can help or share advice. I recently discovered that my Virgin Media contract was automatically renewed for another 18 months without my knowledge or consent. I moved home last year, and at no point was I informed that my contract would restart, I also ahvent received any new contract to my email address, also its not visible in my virgin account. There were no changes to my package, and I was never notified about a new contract starting. I havent signed or agreed anything. Every time I spoke to someone from Virgin Media, whether by chat or phone, they insisted that the contract restarted because of the move last year. BUT!!! However, I still have my original contract which clearly states the end date as June 2025, and there is nothing in it about the contract restarting upon moving. In fact, when my contract expired in June 2025, Virgin started charging me the higher out-of-contract rate, which contradicts the claim that I was in a new contract. Why i should pay an out-of-contract rate if my contract is renewed? From what I’ve seen, it looks like this has happened to lot of people here. What can be done in a case like this? Has anyone managed to resolve a similar situation? Thanks in advance!
Bills
I have been with virgin since December last year and have the full package…since my billing started I have tried to get my bill fixed as I am being charged for Netflix at £13 each month …( even though I have Netflix as my bundle ) it was corrected and refunded ..then billed and refunded but still in august I am still being billed even though I have been told it is fixed when it is not …now they are putting on late payment because I am not paying the £13Wrongly added Netflix premium to my account and still being charged!
I have virgin media - broadband/phone/basic tv package. I discovered in May that I was charged for a Netflix premium subscription every month since January despite not signing up for/even watching Netflix. I called the customer service and I was told they would look into it. I am still waiting for a response about a refund. At least they told me the netflix premium subscription had been cancelled going forward. But now it has appeared again on my next month's bill! How can virgin media charge me for something I did not ask for and then continue to charge even when they told me it has been cancelled! The call centre keeps telling me that I am not being charged but it is clearly on the bill for the last 5months!
