Billing and contract issues after moving home
Hi, I hope someone can assist me in resolving the following issues: I signed a new 18-month contract with Virgin Media in January 2024 for £75 per month. 20th November 2024, I informed Virgin Media that I would be moving house and arranged for services to start at my new address on the 9th of December 2024, as Virgin confirmed services could be provided there. I was thrilled with this, as I’ve been a loyal customer for the past 8 years and have always been happy with Virgin Media. However, this is where the problems started (I should have known an email stating stress free move with VirginMedia is a scam) • I received a bill of £135 due on 27th December 2024. I was aware of the £20 moving fee (which I wasn’t informed about but was willing to pay), yet this still doesn’t explain the £40 increase in my monthly charge. When I spoke to customer service about the bill, I wasn’t given a clear explanation for the costs—just a vague apology and a promise of a discount. • On 27th December, I was billed £54. Although I was confused, it was the busy Christmas period, and I didn’t look into it further at the time—my mistake. For context, I always pay my bills on time via Direct Debit, and no payments have ever been missed. • On 20th January, I was unexpectedly charged £20.72 for no apparent reason (this amount doesn’t show up on any bill). To make matters worse, I received a notification that my credit score had dropped because of a missed payment on my Virgin Media account—despite all payments being taken via Direct Debit as usual. • On top of all this, I have now been notified that my upcoming bill on 27th January will be £115. This is a significant increase from my original £75 monthly payment, and I cannot understand why. Finally, I’ve noticed that my contract has now been extended to expire in August 2026, instead of the original June 2025 end date. I did not agree to any extension or a new contract when I moved house. To summarise: • Why has my monthly bill increased from £75 to £115 for the same services after moving house, and why were moving fees charged on top of this? • Why has my contract been extended without my consent? • Why was there a missed payment on my account when I’ve paid all my bills via Direct Debit? I’d appreciate it if someone could urgently look into this and provide me with clear answers. These ongoing issues have been frustrating and have caused unnecessary stress, especially with the impact on my credit score. Thank you in advance for your help!Help
I moved house in September and called virgin media and this was changed over for me. Since there was an issue with my direct debit. In this time I’ve now realised I’ve not been sent any bills or any correspondence to say there was an issue with my direct debit. To my horror virgin media has filed a missed payment to my credit file! How is this ok when I had no idea my account was in arrears to my knowledge I just thought the direct debit was being taken and everything was fine. To not even have a letter or email to tell my my direct debit is no longer active or even a bill so I was aware my account was in arrears! This is absolutely shocking and when calling to get this sorted the customer service was extremely rude on the phone. Anyone else experienced this? And any advice how to get this removed before taking it further to the comms ombudsman? Any help greatly appreciated.