Problems with Virgin Mobile..

lukef91

Hello,

I made an order with virgin media just over a week ago for a broadband package, and was e-mailed and told they will contact me within 48 hours and confirm an installation date etc.

It is now 8 days after i placed the order, so i contacted them today to find out what was going on. I was told there is an outstanding £81.05 from a phone contract. I did not have a clue where this was from, as i still use my virgin mobile phone contract (well my brother does) and manage the account, and pay the balance of the bill every month...

I was put through to connections and told that it was from an old 1-month rolling contract sim i had back at the start of 2010, which was running alongside the 24 month contract i still use (which has recently been converted to a 30 day rolling sim). I called up and cancelled this sim at least two years ago.. I have never until now heard of any payment outstanding to them and they said the account had defaulted.. I've called them up multiple times regarding the contract i have at the moment and they have never notified me of outstanding money i owe them from over two years ago..

I was told by the man from connections that i should e-mail the complaints team and tell them that the account wasnt used for the 8 months i was billed for (hence the £81.05) and they have no record of me cancelling.

I've had it up to here with them today so i've cancelled the broadband package, so i'm not worried about being accepted by them for that as i've found a cheaper deal elsewhere anyway..

What i am worried about is this £81.05 they are saying i owe them..

I've never had ANY correspondance by post or phone regarding this amount, or via my online account which was linked to both the old sim contract and the current one i still have.

Does anybody have any advice on what i should do? It was left at that was the amount that is on the account and he just kept saying the account defaulted, but he never said anything with regards to paying the outstanding monies. Will it just be a case of i will have trouble getting services from them in the future?

I'm very good with money and things, hence why i was so shocked. There's no way i would have left an account running for 8 months without paying. All they say though is they have no record of me cancelling and have the correct address for me but i've not heard anything about it until now!

Sorry if i've repeated myself anywhere in this post, thanks in advance for any advice or information!

Luke

lukef91

Recieved an e-mail saying the problem is being looked into so i'll just wait to see whats comes of it..

Kernel_Sanders

I would advise going through CISAS. This person had a similar problem; see #18 here.