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Virgin Media. Updated

ProfilePosted byOptionsPost Date

Budgie Rustler

Budgie Rustler Report 3 Dec 2012 12:34

It pays to check your DD bills :-|

Got my statement from Virgin this morning, I am pretty happy with my full package,
ie.Talk Unlimited, XL TV, Broadband and Line rental,my monthly bill usually runs out at about £70 thats including calls.

This months bill was £85+
So I checked it out they have charged me £14.95 for an "On Demand" program I had never watched.

Got through to them and they checked it out and said some one from my house had ordered the program using my pin number.
I told them impossible, only I know the pin number and if they should care to check their records they would no doubt see that in the 12 plus years I have been with them, I have NEVER used the "On Demand" facility.

Anyway outcome was that... "On this particular occasion we will credit you the excess on your next bill".
My thoughts were mmm...That's nice (Mrs Brown style)

I told them that their system had obviously been Hacked and they should get it looked into.
(suppose that will fall on deaf ears though)

So just a friendly Reminder... If your bills seem a little higher than normal check them out.
Mind you, I dont think the canny lot on here need any reminding .


JustJohn Report 3 Dec 2012 12:45

I wish these hackers would use their undoubted talents more productively.

Not so sure about these companies though. They are usually good if you complain about overcharging, but you have to watch like a hawk. Hardly ever is the mistake to the customer's advantage :-(

Budgie Rustler

Budgie Rustler Report 3 Dec 2012 12:57

Well John, I suppose IF I get my money back its a result. :-D

An apology would not have gone amiss though.

They still seem to think its my fault as in...
"On this particular occasion we will credit you the excess on your next bill."

 Sue In Yorkshire.

Sue In Yorkshire. Report 3 Dec 2012 13:34


Make sure you do get your money back.I had a similar thing happen to me with Virgin Media.

A while ago they put a phone number on my bill and it was a high charge..

I googled the number and it was a number for OZ. I have never phoned OZ as at the time I didn't know anyone who lived there.

Rang them and I asked to speak to the manager and he looked into my account and he told me someone who had nearly the exact same number as me.....(Lady down the road has nearly the same number and she has a daughter in OZ).Got my money back on the next bill as it was the staff who had put the wrong number on my bill through the computer.


AnninGlos Report 3 Dec 2012 13:38

No wonder everyone gets so stressed is it? We spend half our time checking for other people's mistakes. As in I now have to visit the local library to get a new bus pass before mine expires next March because somebody incompetent either didn't transfer my records from the District Council to the County Council when they assume responsibility or somebody at the County Council decided there couldn't be two people with the same initial and surname at one address and didn't input it. :-( :-(

Budgie Rustler

Budgie Rustler Report 4 Jan 2013 18:41

In opening post above, I stated I had been charged £14:95 for a program I had never ordered.

The outcome after heated argument was that they would subtract the £14:95 off my next billing.

Well!..I have Just had my next bill from Virgin. and I flaming well dont believe this.
They have still billed me the same £14:95, plus an extra £10 late payment charge.
And how do you get a late payment charge with Direct Debit ???

So now they are overcharging me £24:95 on this bill, no wonder Branson`s a Millionaire.

Looks like Dick Turpin is flying Virgin Atlantic nowadays instead of riding Black Bess.


Ron2 Report 4 Jan 2013 20:46

Reckon Virgin system been got at. Started keying in some text to a virgin webmail t'other night and text displayed was either Russian or Greek or summat. Shortly after that they shut the web email system down. I only use them for Broadband but will now look online at my bill


JustGinnie Report 5 Jan 2013 00:36

A few mths ago I checked my virginmedia acc to chek my bill as I had a couple of emails from virgin but with a mans name on, when I looked it wasn't my acc showing but this other person, I could see what package he had + his phone number and last digits of his bank details . Phone Virgin twice to sort it only to be told 'not possible' you are seeing your account. After much hassle and being told that Virgin security wouldn't allow this to happen I was put through to another dept and finally got someone to sort it. No apology. My point was if I could see someone elses bill & acc. who could see mine. Apparently no one could not even me!

Check your bills carefully.

*$parkling $andie*

*$parkling $andie* Report 5 Jan 2013 02:24

Just taken out a new contract and phone with O2, well 14 Dec 2012 when old one expired, similar contract but new phone and accessories they offered for free.
The expected bill for 29.Dec was £5+, I don't exceed my free calls.( I have discount as a valued customer !)

My bills come on line on 15th of the month and are paid on the 29th of month.
I checked on the 15th and had a shock----
it was £85+..'quick call ( I should be so lucky) to O2 who confirms it's their fault and they wont take the £85 from my account but will refund me the money and I won't have to pay in Jan.......Great !

31Dec shows the £85+ taken out of account !!

Another call to O2 ,...advise I make an indemnity claim to the bank to reclaim the excess they have taken by DD. Did that !
Bank tell me O2 could have done the refund themselves.!
I await the refund.

Checked my bill for Jan 2013..I am in credit by £199 ! Another phone call to O2
They have credited me twice for what appears to be their error.
..they insist I am in credit but not until my Jan bill is due ,I don't want them hanging onto money they insist is due to me so will ask for that credit to be be returned to my bank account in Jan.

Another call to be made!

I await with baited breath !

Always check your bills!!