Double 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]Wrongly 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!Final bill
Hi, I had a contract with Virgin which began on 22 December 2023 and covered an 18 month period under which I received a discount, therefore my promotional period would end on 21 June 2025 and the charge for my service would increase from 22 June 2025. I gave notice of cancellation on 17 May 2025 and requested that my service be disconnected on 21 June 2025 (to avoid the charge increasing). This was all confirmed, received an email saying service would be disconnected on 21 June and that's exactly what happened - no issues there. My final bill was issued to me on 20 May and I was charged almost double my normal monthly amount. The bill covered the period 26 May to 26 June (so after my service would have disconnected). I spoke to a virgin employee on live chat and they explained that they bill in advance and that the charge was higher than normal because it covered a period after my promotional period ended, but said not to worry as the final bill would be reviewed after disconnection and that the difference in price would be refunded back to me. A month on from disconnection and I have received no word from Virgin (other than to try and charge me for equipment I have already returned). So I contacted them through the live chat again to understand when I could expect my refund. The guy on the chat then told me that no refund was due as the final bill was "out of contract" and that the higher price was correct. Despite me explaining several times that this was not the case, he refused to accept that my service ended on the same date as my contract. My question is, what do I do now? I have my contract which clearly states that the increase in the monthly fee shouldn't occur until the 22nd June so I have definitely been overcharged for the service but no one at Virgin is willing to accept this.
Account closed but been billed in full for the next month
Hello, I decided after 20+ years with VM to move to an alternative broadband provider via the One Touch Switching process. Our new FTTP service was provisioned on Thursday 24th April and our VM Services were disconnected at that point. I've checked my account status online, only to find that I've been billed a full month (at @ £198) for services I can no longer use that cover the period 22nd April to 21st May. Payment will apparently be taken on the 13th May. Is this correct as I believed that because the bill is paid in advance each month, that I would be required to pay a pro-rata amount to cover the start of the new billing period up to and including the 24th April (2 days essentially), but not anything beyond that date. Am I misunderstanding the process here? I am still in possession of the VM equipment as the return box hasn't arrived yet. Could this be a reason why I've been billed a month in advance for services I clearly won't be able to use? Regards, JasonBCharged Twice
I have a direct debit set up to pay my broadband bill from the joint bank account I share with my partner. This goes out of my account around 10 days before my bill due date. This month, on my bill due date, I was also charged from my own personal bank account for my broadband, being marked as a ‘Subscription’ to Virgin media. I don’t have a direct debit set up from this account, and my bill was already showing as paid. Why was I charged twice? How can I get a refund? How can I stop it from happening next month? The helpline just sends me in circles, sending me a text to set up a new direct debit and ending the call. thanks.Refund cheque not received
After disconnecting my services I was meant to be refunded for an extra month I had been charged for. I spoke with Virgin Media and they said they sent a cheque to my address, I never received this cheque. They then said they couldn’t do anything because their system says the cheque has been cashed. I’m not sure how this could be possible as the cheque never reached me - they said I should check with my local post office if they know who received it as they don’t have this information, but neither does my local post office. Is there anything I can do to get my refund?Being charged for disconnected services
Hello.... So we disconnected all our services except for broadband. The following month I got walloped for about £179... (I cant remember the exact amount but it was something exorbitant along those lines). At no point was I informed that there would be charges if I reduced my services..... Anyway, after countless attempts on the phone, I finally managed to speak to someone sensible who escalated the call. To be fair, the next lady I spoke to was superb and immediately cancelled the invoice and put a note in the system that the charges shouldn't have applied. All well and dandy. Well, that was until I checked my bank statement and saw that Virgin have have again 'extracted' £179.01. The most infuriating bit is that I dont believe their automated phone system allows for this issue to be addressed? At least I couldnt find it. I tried using their live chat service at which point I was redirected to whatsapp, but I am yet to hear back from anyone. In addition to this, I have just checked the contract and it says: services will be billed initially at £43 per month, and then from month 19 I will be billed £72 pcm. Well we must have fast-tracked to month 19 and beyond because my direct debit is paying VM £77 pcm since the new contract! Outline of contract - please enlighten me if I have missed something? Can someone please sort out this out? I'll be having a word with my bank in the morning regardless. I dont see how this is acceptable in any way. Regards Someone who doesnt want to pay £179Downgraded but still being charged full amount - Frustrated !!!
I recently down grade from Full TV, Phone and Broadband, down to broadband only. I paid £128 and due to hard times wanted to reduce bill. However whilst the online tool showed a new revised bill of £60 for Broadband only, Virgin Media have still taken £128 for November. I have tried to call in and got point to the online site, but kept getting an "ooops our fault" phone in.. Going round and round in circles and want t5o know how I get a refund for our over payment. What's the best number to call, as no one wants to help, just sell me upgrades....
