Bill extension for 48 hours
I am in temporary financial hardship and have requested an extension until Friday. Both Collections and Retentions have refused as I had an extension before. I just need 48 hours to pay as I will be without internet and this is important to me as I am disabled and live alone and can't leave the house, and I am waiting for a manager callback. I need a manual hold placed on my account to prevent restriction until my payment on Friday. If someone could private message me about this it would be appreciated38Views0likes1CommentCharged £35 on next bill
I have just viewed my new bill and I have been charged an extra £35 on the one off charges section but on the section all the items listed as 'free' and say £0.00 but then it still says £35 so what exactly have I been charged for? I have included a screenshot.104Views0likes4CommentsDouble Charged
Dear Virgin Media Team, I paid my first bill early (on the 27th of October) as it was due on the 28th, however on the 28th of October I was charged for the same exact bill?? The amount for each bill was £59.89-ish and I just cannot afford to pay that much twice???? How do I start going about getting a refund on this? I have tried calling and talking through other avenues of support yet I can't seem to get anywhere T-T Thank you for taking the time to read this.HELP: Charged twice for one bill period
Dear Virgin Media Team, My first bill period is from 24 September to 23 November, and the payment date is 3rd November 2025. However, I've already made a payment much earlier (14th October) and even received a payment confirmation. But today, the same amount was automatically charged to my card (I did not set up a direct debit). I have tried to call customer service several times today, and the chat bot is unable to help me at all. Can you please fix this and provide the refund. I've attached proof of when I made the payment and when I was automatically charged. Thank you. [MOD EDIT : Personal details removed]80Views0likes2CommentsCant Downgrade, cancel or do anything
I've been with Virgin Media for many years now, but for the last 2-3 years or so I've had some financial difficulties and have requested MANY times for virgin media to downgrade my services so that I can continue paying for it without any issues, but they somehow get away with increasing the amount of stuff I get and ultimately having to pay the same amount making it out like 'I'm saving so much with these added discounts', I've been paying almost £100 a month for a while now for services I hardly use at all (I only use the internet, something I tell them every single time), I've tried removing the phone and TV packages MULTIPLE times and they make it out like its some impossible task, how crazy is it to just want to pay for internet? I cant even leave because of the insane cancellation fee. I didn't leave before because there was no other high speed ISP in my area at the time, and also getting stuck in new 18 month contracts every time I try to reduce my package which usually amounts to maybe £10-15 less only for it to increase again in April or whatever the usual date is. There's even been times when they've broken their word promising IN WRITING that there wouldn't be any price increases only for there to be a price increase 2 months later, and when I complained about it WITH EVIDENCE, no one did anything at all, and it eventually got stuck in an automated email loop not going anywhere. I'm at my whit's end with virgin and they cant convince me they can resolve anything at all (Because they haven't), I've spent years paying a fortune on a service I hardly use, they haven't done a thing I've actually asked for, I can barely make my monthly payments and I cant afford to pay the cancellation fees. I don't have it in me to speak to them anymore, everyone I speak to seems to have their own solution EXCEPT the one I ask for, is it really THAT hard to just pay for internet.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!232Views0likes5CommentsOngoing Unresolved Billing Issue with Virgin Media – Urgent Attention Needed
I wanted to share a serious concern and see if anyone else is facing something similar—or can advise me. I’ve noticed three separate payments scheduled for direct debit for the same month by Virgin Media, with one of the charges being £52—which is outrageous, especially since I’m not even using any additional services that would justify this. My original package was far less £27, and I had already requested to be unsubscribed from the entertainment services. Despite raising a formal complaint with them over a week ago, I’ve had no response. I find it extremely concerning that a reputable company is 1) charging unjustified amounts, 2) ignoring a formal complaint, and 3) not giving a clear breakdown of costs. This level of service is unfair and stressful—especially as someone who is managing finances tightly. If anyone has any experience dealing with them or knows how to escalate this further (Ombudsman, etc.), please let me know.113Views0likes1Comment
HELP: Charged twice for one bill period
Dear Virgin Media Team, My first bill period is from 24 September to 23 November, and the payment date is 3rd November 2025. However, I've already made a payment much earlier (14th October) and even received a payment confirmation. But today, the same amount was automatically charged to my card (I did not set up a direct debit). I have tried to call customer service several times today, and the chat bot is unable to help me at all. Can you please fix this and provide the refund. I've attached proof of when I made the payment and when I was automatically charged. Thank you. [MOD EDIT : Personal details removed]
