How is that that 6 months after agreeing a contract, Virgin still can't bill correctly!
I agreed a new contract in August 2025 which Virgin immediately tried to change because they got the price wrong. It was eventually honoured but every month I get threats of being cut off because they are billing me more than twice the correct amount. Every month I spend more than a hour on the phone or web chat to fix it where I am assured it will be sorted then nothing happens and the same thing is repeated a month later. Surely there is at least one employee at this company that can tell the automated billing system that it is wrong and amend it accordingly. At the moment I would settle for someone who can tie their own shoelaces without falling over! It's only the fact that I am getting a good deal that I haven't thrown their equipment in a skip but if they keep messing this up I will pay someone else double just to be rid of them!101Views0likes1CommentVAT receipts?
I need VAT receipts for my Virgin Media invoices but there doesn't seem to be the functionality in the Billing section of my account to obtain these. I would be grateful for assistance. With thanks, [REMOVED] ChromeRadio Mod Edit : Personal information removedSolved324Views0likes12CommentsMoving home to listed building - can I cancel?
Me and my partner are (hopefully!) completing the purchase of a Grade II Listed Building soon. When we were shown around we noticed there was no broadband box for virgin inside, although according to the virgin website we can get a deal with them. we’re midway through a 2 year deal with virgin for broadband, but this means that when we move we will have to apply for LBC for any works to install the box - which can take time, time we won’t have. Would this be a justification to cancel our contract without recourse (similar to when people move home but Virgin can’t provide in their area)88Views0likes2Comments
Overcharged for M500 Broadband for 14 months!!
I have been charged £50.76 a month for M500 broadband since November 2024 which apparently includes a discount! Your M500 broadband only price was £33 per month. I'm also an O2 customer which is supposed to get a FREE upgrade to double my speed to Gig1. Gig1 pricing in November 2024 was £39.99. Can you explain why I've been charged £50.76 for Gig1 broadband as an O2 customer? Also why are you offering me the price of £58.88 to remain on the same M500 FREE upgrade volt Gig1 package when the price listed on your website is £26.99. I have been a VirginMedia/Blueyonder customer for nearly 20 years and find it disgusting that you abuse loyal customers in this way.142Views0likes3CommentsNo refund on 360 box
I took out a new contract with Virgin Media in November after leaving sky and wanted a 360 box instead of a streaming box. The local agent who signed me up said it would cost me an extra £49.95 one off fee but he would get it refunded on my bill. This has not happened even though I’ve spoke and texted him a few times regarding this. He’s says it’s been sent off to Virgin Media but nothing is showing on my account. How do I escalate this with Virgin as it was all dealt with via this agent?Solved83Views0likes4CommentsNo 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?94Views0likes3CommentsReturned equipment
Hi everyone! As you can probably tell from my posts, I’m a bit of a worrier to say the least! So I’m hoping it’s nothing and I’m stressing for no reason. I left virgin in December, as soon as I received my return packaging within a few days I sent my equipment off (over 7 days ago now). I’ve received a message saying if they don’t receive it by the 18th I’ll be charged. Now that’s only 6 days away now - do you know why they might not have received my kit yet? Do you think it will still get to them in time? The only thing I could possible think of is that delivery has been delayed due to bad weather - but I’m hoping it’s me being silly! I just really could do with not being charged! What do you think? Am I being silly??? TYIA100Views0likes6CommentsProof of new address - no response
I contacted Virgin two weeks ago to inform that I am moving house to area with no Virgin supplied. I provided proof of new address but have had no response, even though they said they would be in contact in 3 working days. Currently, I am set to pay a bill over £300 for something which is not my fault. I am very disappointed by this poor service and complete lack of communication. Communication through the app is very poor and entirely through automated chat bots, who do not understand my issue. I do not recommend Virgin Broadband to anyone.
Stopped getting bills. Cannot login to account.
Hi, I've stopped getting bills by email, and I don't seem to have access to any that give me the account number. I think it's a linked email account expiring or something but it's most inconvenient. I know I'm in area 22 but I would like to get a bill posted out to the account address so that I have a paper copy of the account information. Could that be arranged please? Obviously private message for address details etc.43Views0likes1CommentNO TRUST: due to poorly managed contract billing
I switched from Talk Talk copper landline to virgin fibre to the home connection and the first bill is based on the wrong contract value. All of the introduction discounts and all of the offers that are made online, or personally by representatives, are completely bogus. Upon install, you can be given paperwork with virgin headed contract details. This contract is completely meaningless because it is not enforced by the billing department.. clearly they are using contract standard settings which do not relate to any offers or any paperwork and agreement that you have upon install. Virgin Media simply imposes a standard contract that has no prior agreement. if you look carefully upon this communities communication, you can see the Virgin Media billing department is a shambles. What is more shameful is the reports of non-payment of refund credits and VM withdrawal from https://www.commsombudsman.org/raise-dispute/virgin-media-o2 Much can be said by VM to whitewash things but the underlying fact is that a contract exists between parties. My immediate approach is to document everything in the fore knowledge that this will have to go all the way to the small claims court. Meanwhile, you have to treat all offers and inducements from Virgin Media as focus and false. Here starts my journey with Virgin Media… Regards Anton