Viewing outstanding charges without My Virgin Media
I cannot log into My Virgin Media because the website doesn't recognise my surname as I have an apostrophe in my surname on my account details but the website doesn't seem to recognise the character so cannot verify my details. I tried to solve this problem with the help of someone on this forum two years ago who raised a ticket for me but I never managed to access My Virgin Media. I am no longer a VM customer and I'm no longer in the UK so I can't pop into an O2 shop, and I suddenly had a worry that I never paid my last bill - I don't know if there's an outstanding charge to pay but I can't find out because I can't log onto the online platform, and when I've tried calling the helpline it just says that it'll send me a text to access my bills online and then hangs up, and I never get a text. I can't find a customer service email and can't even lodge a complaint without getting onto My Virgin Media! It's incredibly frustrating. I haven't received any emails from Virgin since November last year which leads me to believe that I must've somehow managed to pay the bill, but I don't have any confirmation and as I moved house I'm worried that any outstanding charge notifications might have been sent by post to my previous address. How can I view my outstanding bills without having access to My Virgin Media?Direct Debit - Won't accept my bank details
I've had a direct debit set up for years and only just found out recently that it has been cancelled for some reason. I've logged in to set it up again, but it doesn't like my sort code. It is the same account details I've had for years and is the same account I've used with Virgin Media for my direct debit previously. Can someone help please ? Thanks in advance.Switched Provider
On the 1st August I had a new fibre provider installation via "AutoSwitch". I was well out of contract with Virgin. On or around the same time my account access with Virgin/Volt was disabled. Virgin equipment, landline now redundant. I was infirmed that my Virgin email will be available for 90 days afterwards. I paid the last bill as normal for the previous month then cancelled the direct debit. Assuming that I billing is paid in advance I should need to pay anything more. Today, 28th August have received another Virgin bill for another month plus another £5.00 added on. Trying to phone Virgin is like trying to get a doctors appointment.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.Incorrect Reporting of information on my Credit File.
On 1st July 2025, I renegotiated my new contract with Virgin Media. Upon accepting the contract I was told that my regular payment that month would not be taken, and instead a higher, pro rata payment of around £93 would be taken in August to cover the July and August payments. On 16th August 2025, I was informed via email from ClearScore that my credit score had dropped by 100 points with Transunion due to a missed payment, allegedly in July, reported by Virgin Media. I have never missed a payment in my entire life. Virgin Media have done exactly as the agent said they would, they did not take my Direct Debit for Julys payment, and in August they took the amount I was advised they would. Therefore this shows that my direct debit has no issues. I then checked my online banking, and as expected, no money was taken in July for Virgin Media, however, the money was still there for that months payment, had it been required, or had Virgin Media actioned the direct debit that month. I have evidence on my bank account of the direct debit still being present, and active, and the funds being present in that bills account to cover the full months outgoing that were due. So why have they reported a missed payment, when they’ve literally done what they told me they were going to do when I took out my new contract? This would surely also be evidenced as the calls are recorded with the agents when you agree your new contract? As a result of the above, I made a complaint via the online complaints form on 16th August at 10:29am. I have screenshots of everything, including the screen saying ‘we’ve received your complaint’. I was advised someone would reach out to me within 48 hours but I still haven’t heard anything, and it’s now been over a fortnight. I’m not very happy as my mortgage is due for renewal soon and this error also caused my Credit Score to go down from Excellent, and also drop 100 points. Does anyone know how I can contact someone who can action the complaint or resolve this issue please?No one seems able to help!
I have had the horror of speaking to multiple VM agents, and o2 agents trying to find out why I am still being charged £27 for a freestyle contract, though this should have been finished with 3 months ago, when I upgraded the contract to a £41 a month contract. Instead I have now been charged £27 and £41 a month - an astronomical amount for a phone contract. I have been passed around to agent after agent, none of whom can tell me why I am being charged, as this doesn’t show on my account. I have an email from the start of each year telling me I’m a freestyle customer, with the annual statement - but this should have been upgraded with the new contract. This is near enough double what I am supposed to have been paying and I am shocked at the lack of concern by VM agents. I had been horrified by most of the comments on here and other forums about how poor the customer service is, and having felt the full brunt of it can only agree wholeheartedly. Please can someone escalate this issue, as I am nearing the end of my tether, and feel only an escalation to social media/ or a newspaper will cause someone to actually resolve my issue.Can’t pay bill due to apparent technical issues
I’m honestly at my wits end here. This service is an absolute joke. I have been trying to pay my bill on the app and website using the quick pay system and constantly it just tells me it isn’t working and to try again later. That’s over 24 hours I’ve been trying. Can’t get a phone number to speak to a person and just pay it either, it’s all automatic and when I try to pay over the automatic service on the phone, it says technical issues. the web chat is off the charts dumb. Can’t even understand a simple request like wanting to speak to a human. Wants to put me on through what’s app which also doesn’t work, I get disconnected and don’t get any replies. My services are currently down and I have no way to pay my bill to restart my services. This is a joke.
