Virgin Media Billing Problems

hercules2007

Hi All,

I am sure I am not the only one out there who has had problems with Virgin Media billing issues.

I have had 2 month problem where I have been charged for TV Services I do not have. I only have or should I say had telephone and Broadband with them.

Through June and July I have seen my bill go from £319 to £1093 and now £2082. I have spent 10 hours on the phone and written twice to try and get the problem resolved. I finally sent an email to a couple of names recommended to me.

I am extremely annoyed and disappointed by the fact this problem is still outstanding after nearly 2 months and am deeply concerned at how much longer this is going to take. We have friends who have had similar problems and have been black listed with the credit reference agencies due to billing and service incompetency’s received by Virgin Media.

To put it frankly I am disgusted by the lack of help and responsiveness to our problem. The customer service is positively awful and we have taken steps to cancel all remaining services with Virgin Media

I would be interested to hear from any one who has had similar problems and what they did to resolve it

SPANIEL36

hercules2007 wrote: »

Through June and July I have seen my bill go from £319 to £1093 and now £2082. I have spent 10 hours on the phone and written twice to try and get the problem resolved. I finally sent an email to a couple of names recommended to me.

Blimey, 10 hours to them in australia by the looks of your bill... how on earth can they justify ridiculous amounts.

since the swop over from NTL (in my area) there has been so many problems. I too have the telephone and broadband package (20 quid per month) butfor some strange reason i'm only getting charged for the telephone line rental??

hercules2007

I know of others in my area who have also been charged for services they do not have!

I don't know what your experience has been with their customer service line. I have waited for nearly 40 mimutes before getting through to anyone. got passed around

nealallen

Your not on your own with the errors of Virgins billing. I'm hearing more and more horror stories by the day. Never had any problems with NTL.

daisy_doughnut_2

hi
ive also had many problems with them
i ended up saying i was going to leave and they offered me compemsation
but now
an this is the strangest most ridiculas bit
may an junes bill came in at under 20 pounds
this months is 45
they dont seem to be billing me for my whole package now to be honest i dont know what i should really be billed they messed up so many times but this is what i have
tv...xl
telephone....xl
bb....m
sky sports
sky movies
does any one know what i should be paying...lol

andyrules

daisy_doughnut_2 wrote: »

hi
ive also had many problems with them
i ended up saying i was going to leave and they offered me compemsation
but now
an this is the strangest most ridiculas bit
may an junes bill came in at under 20 pounds
this months is 45
they dont seem to be billing me for my whole package now to be honest i dont know what i should really be billed they messed up so many times but this is what i have
tv...xl
telephone....xl
bb....m
sky sports
sky movies
does any one know what i should be paying...lol

Dunno, but I have less in my package than you do and I'm paying about double! Time I looked into it.

It's certainly taken a hike UP since the switch from ntl.

hercules2007

One of my colleagues has stated if you threaten to leave them they will offer you a better deal. I suppose they need to if customers are leaving them!!

Dipak

hercules2007 wrote: »

Hi All,

I am sure I am not the only one out there who has had problems with Virgin Media billing issues.

I have had 2 month problem where I have been charged for TV Services I do not have. I only have or should I say had telephone and Broadband with them.

Through June and July I have seen my bill go from £319 to £1093 and now £2082. I have spent 10 hours on the phone and written twice to try and get the problem resolved. I finally sent an email to a couple of names recommended to me.

I am extremely annoyed and disappointed by the fact this problem is still outstanding after nearly 2 months and am deeply concerned at how much longer this is going to take. We have friends who have had similar problems and have been black listed with the credit reference agencies due to billing and service incompetency’s received by Virgin Media.

To put it frankly I am disgusted by the lack of help and responsiveness to our problem. The customer service is positively awful and we have taken steps to cancel all remaining services with Virgin Media

I would be interested to hear from any one who has had similar problems and what they did to resolve it

Hi Hercules2007,

I too have been in a similar boat to you when I had a permanent discount removed after 15 years without any notice and they refused to put it back.

Take a look at this http://allyours.virginmedia.com/pdf/code_of_practice_0607.pdf

I have found their complaints procedure off their website and that is what I used to complain. The only downside is that you must give them 12 weeks to resolve your complaint before you can get CISAS involved. I sent all complaint letters recorded delivery as I then used this as proof after the 12 weeks and involved CISAS. Make sure that you follow their complaints procedure first otherwise CISAS will not get involved until you have. CISAS were great they sent one letter to Virgin Media and I was so surprise that they responded within 2 working days.

As Virgin Media incorrectly removed my discount and I had proof that the discount should have been there, the case was in my favour and I got my discount reinstate, an apology from Virgin Media and £100 compensation.

As I say I got there in the end but make sure follow their complaints procedure and I’m sure you’ll be able to get a few bob out of them.

If you need any more info on my case please PM me, Hope this helps and let me know how you get on.

Good luck,
Dipak

tali

soon as the changeover occured to virgin i got an incorrect bill (an extra £10) phoned up , polite lady checked my account details contract -sorted it out - no probs ,bills all correct

darwin-rover

Reclaim it under the Direct Debit garauntee

mrs_scrooge

I've just received my first bill under the new billing system and have been overcharged around £30. My discounts have gone for the package I only agreed in June and there is a mysterious part month charge which shouldn't be there.

I spoke to one person in billing who tried to tell me that the package I agreed didn't exist (!) and therefore my bill was correct. As I wasn't having it he transferred me to another person who admitted their fault and said that the new system hasn't picked up my discounts and the part month charge is a mistake. Unfortunately it can't be altered in time for my direct debit in 4 days time.

Such a basic mistake and I imagine I'm not the only one!