Ongoing 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.No response from homemovers@virginmedia.co.uk
Hi all, I am changing my address to an area where Virgin Media is not available; therefore, I need to cancel my subscription. I sent everything to someone in chat to ensure that the early cancellation fee would be waived, but ten days later, I was billed for it. I called again and was told to contact homemovers@virginmedia.co.uk, and I was reassured that I would receive an answer within 24-48 hours after (re)sending the required documents. Sadly, I received no response. I have now cancelled my direct debit to avoid incurring payments that are not due, but I need to resolve this issue somehow. Can you please help me?Bills and Credit
I moved my virgin media account to my new home in March and was assured that my previous contact amount of 52.55 would be honoured. Upon moving I noticed my bill was saying it would be £166 for the apirl bill. Upon contacting virgin media I was informed that my discounts had been removed and a rolling credit would be added to my account but unfortunately I had to pay the £166 (which covers the two months) as the bil was already processed. I accepted with the assurance I wpuld be refunded the difference in the next bill and my rolling credit would be applied. Now we are in the may bill and my bill is saying I owe £86 so my refund nor rolling credit have been applied. I have spoke with virgin media a number of times and been assured in the past it would be fixed and it has not. I unable to afford to pay this amount t again and I am really annoyed that I have been lied to Any help is appreciated
Confused and infuriating
Hei all, Do we are new to virgin - we joined in mid 2024 - and last week our March bill was due but due to a family death we forgot to move the bill money from savings to main account, by the time we realised it had been overdue for exactly THREE DAYS. We logged in to find virgin demanding the £51 that was owed for March AND the April price increase too!! It's the very first time we've ever been late and ut was just 3 days! Not to mention our bill gets paid on the 16th of every month but the new price doesn't take effect until 18th April so MY bill in April should be 51 quid NOT 55 like they want now. I don't understand why I'm expected to pay 2 months of my bill just because I was 3 days late! On top of this 106 quid i was also told by rishabh on live chat that I would still have to pay 55 quid in April too?! Song not only do they want a double payment as a late payment charge but they also want April paid as normal too!! This is absolutely baffling and disgusting imo and I'd expect this from BT or SKY which is why we left but I didn't expect it from virgin!! Can someone explain if this is accurate or not please also I apologise for poor English, it's not my native languageBeing 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 £179Moving Billing
I am in the process of moving home and have already started the process to move with Virgin Media. Moving in on the 03/03/25. I have been informed that on the 06/03/25 I am due to pay £55.22 which is correct and my contact amount. However in 06/04/25 I am due to pay £145.34. I understand the first month is double payment; 52.55 × 2 which is £105.10. I then know about the £20 moving fee which brings the total to £125.10. My query is where is the extra £20.24 coming from?Direct debit changes and money taken
I've tried to change the account my direct debit comes out of. It said I needed to make a payment before it would let me do that. So I paid the amount it said using my debit card, got a confirmation email, and tried to do the rest. The website and app are both telling me I still need to make a payment, and it is saying a payment will be taken next month (even though I just paid). I've tried using the AI advisor but it either doesn't answer my request properly or it says it'll send me a WhatsApp which never arrives. I tried phoning and it just said "we'll send you a link to change your DD", and then hungup. So, my questions are: 1) why won't it recognise that I've made the payment? 2) why won't it let me change my DD? 3) Why can't I just speak to a person that could give me the information I need, resolve the issue with the payment, and change the direct debit?Incorrect bill after change of contract...
Hi Just renewed my contract to higher spec broadband service (500mb to 1gb) Had my first bill. Totally different to amount my new contract details highlighted. My acct dashboard highlights the new 1gb package but has wrong monthly bill costs. Looks like I've been billed for old 500mb contract but with higher charges. Tried calling to sort but your telephony "hard stops" keep sending me texts that don't help then cut me off. You've made it near impossible to talk to a person to resolve. Been with you for years but your CS has gradually gradually got worse. Still within the 14 day cooling off time so will cancel if you can't fix this. Please get back to me to resolve or I walk. Thanks.VM still charging me after I've cancelled
Hi its been 2 months since I've cancelled my contract with VM and I'm still receiving charges for new bills which doesn't make sense to me at all. I have been charged for my cancellation month and the next month which totals around £180 of I can remember correctly. Its so frustrating and depressing seeing an email for a £60 bill arrive when it shouldn't be. And no one at VM is rhere to help. I've been told that I can't pass rhe security checks and an email will take 5 days to arrive to resolve this. Well guess what it's been nearly two months and I still haven't received this email to rectify my security issues. I lost my intual bank card when I had signed up and they are asking me for the numbers on that card when carrying out security checks. How am I meant to know that, I've even told them.about this. Anyhow, I'm going to complain to Ofcom because this is sending my mental health down a spiral as my money is going where it shouldn't be. I hope VM fixes their stuff up because as far as I'm concerned. I will not be recommending them to anyone at all
