Virgin Media Billing

[buzby]

I've just received my first bill from this company (previously it was known as NTL). Interestingly my bill was X 3 its usual amount, with doubled entries charging twice for the same service on the same dates.

As I don't let firms access my bank account, I have plenty of time to argue the toss and arrange a bill credit, but for those with a more trusting nature thinking that Richard Branson's involvement would make ntl give up its old ways, this is the first evidence that the answer is 'No'.

However you pay this company, I suggest you double check your bills this and every month.

[davethorp]

Good advice. My first one arrived yesterday. Can't see any problems with it though but since I'm on 3 for £30 with caller display at £1.75 and hardly use the phone so my bills are always below £35 so its not too hard to check.

Few unusual entries on mine representing the package change on 1st February from old 3 for £30 to new 3 for £30 but besides that its a normal bill

Guess I got lucky (just as well as virgin do have access to my bank account at present)

[tinkitrace]

We had a problem with virgin(ntl) we got hold of customer care after complaining extensively regarding the bill. We managed to get all our tariffs (phone, cable and internet) half price for 6 months and the broadband reinstalled for free using white cable which they was going to charge £35 for. So if they have messed you bill up complain ask to speak to a supervisor and they will transfer you to customer care who can give you some good deal.

[buzby]

The issue was when they launched the TV Drive (now V+) in my franchise area in November, they billed £15 for the V+ AND £15 for second box - making a total equipment charge of £30pm. (It SHOULD have been £10 for the V+ and £5 for keeping the original box, making a cost of £15pm per month, exactly half.

I was told there was definately an error, in that the full price should have been shown, with a compensatory credit of £15 giving the 'bundle' price, giving the total equipment price of £15. Now, I dislike this way of working, as a consumer I'm told a price and it is this I want to see on the bill, not some inflated charge and a retrospective credit. (This could drop off unexplained and you'd pay it not knowing what had changed).

Still, I had a call back that they'd be crediting the account (they'd billed 3 months in arrears) and add some other credits as compensation - but I won;t know what this is until the next bill arrives. No direct mention was made of the £10 late payment fee that was so 'late' it actually appeared on the following month's bill - so I'll see if that has been taken off too.

We were promised that NTLs billing system for our area was being subsumed into the considerably better Harmony system used by Telewest, however this is NOT the case, as my first Virgin bill was done on the same old software, with Virgin Media branding in place of NTL. So it look as that change has still to manifest itself.....

[davethorp]

Telewests billing system also uses credits to bring offers in line with what they should be. I am billed the full price for TV, phone and broadband and then a credit is applied to bring that cost to £30

[buzby]

I know, it's a pity consumers are again being misled as to pricing. Imagine being told 'we'll bill you the full price regardless' then offer you a discount each month. Faced with being forced to pay by DDM, when the credit falls off for some reason, your DD Guarantee would be invalid because they TOLD you the amount they's take.... (even though it was wrong!).

[stabiloboss]

I'm an NTL/ Virgin Media customer and recently called to cancel my account as Sky were offering a better deal for much less. The guy I spoke with (after waiting 45mins) reduced my monthly cost from £62 for the top TV bundle plus sports & movies (now known as XL) to £42 for these channels plus added a phone line and unlimited 2Mb internet. It included free installation & modem, plus I'm entitled to up to £40 refund on any wireless router I buy and email a receipt for. I was quite pleased with myself but quite p**sed at having been paying so much more for so long. So I suggest you get a quote from Sky (can do online) and then go to NTL to cancel or beat it if you've had your service for 12 months+.

[ASIIndustries]

Note: This is only when i made payments or VM's Non Direct Debit Refunds.

CC = Credit card ** DC = Debit Card ** TC = Transcash
MIA = Months in advance ** NDD = Non Direct Debit Refund

Bill date *** Date requested *amount * date received/paid * TW / VM received Amount * Method * MIA
23 Nov 04 * 16 Dec D.D **** £25.00 ** 14 Dec / 20 Nov **** 20 Nov ****** £300.00 ** CC ***** 12
25 Oct 05 * 14 Nov ******** £26.00 ** 23 Nov / 10 Nov **** 10 Nov ****** £300.00 ** DC ***** 12
22 Sep *** 12 Oct ********* £3.00 ** 17 Oct / 17 Oct **** 17 Oct ******** £4.00 ** NDD
25 Oct *** 14 Nov ******** £28.00 ** 14 Nov / 21 Nov **** 24 Nov ******* £75.00 ** TC ***** 3
23 Nov *** NOW-REMINDER * £67.00 ** 04 Dec / 04 Dec **** 04 Dec ******* £23.00 ** NDD & Late Fee
24 Jan 07 * 13 Feb ******** £28.00 ** 06 Feb / 06 Feb **** 08 Feb ****** £100.00 ** TC ***** 4
25 May *** 14 Jun ******** £18.00 ** 07 Jun / 07 Jun **** 11 Jun ****** £100.00 ** TC ***** 4
26 Sep *** 16 Oct ******** £18.00 ** 12 Oct / 12 Oct **** 17 Oct ****** £100.00 ** TC ***** 4
23 Jan 08 * 12 Feb ******** £28.00 ** 14 Feb / 14 Feb **** 18 Feb ****** £100.00 ** TC ***** 4
19 Mar *** For info only ***** £0.00 ** 24 Apr

07 Jun 05, NDD £28.00, £2.00 overpaid by TW
28 Feb 06 NDD £36.00
08 Mar 07 NDD £15.00 for 16 Mar, 16 Apr, 16 May ** 13 Mar NDD £5.00 for 16 Jun
23 Mar NDD £5.00 for 16 Jul ** 25 Apr NDD £5.00 for 16 Aug
25 May NDD £5.00 for 16 Sep ** 26 Jun NDD £5.00 for 16 Oct ** 25 Jul NDD £5.00 for 16 Nov
28 Aug NDD £5.00 for 16 Dec ** 26 Sep NDD £5.00 16 Jan 08 ** 25 Oct NDD £5.00 for 16 Feb
16 Mar onward still required for NDD

TW were notified about their overpayment, but they have still not reclaimed it yet and VM have less than 15 months to reclaim it or the 5 year limitation time is up (Scotland).

	The Direct Debit Guarantee • The Guarantee is offered by all Banks and Building Societies that take part in the Direct Debit Scheme. The efficiency and security of the Scheme is monitored and protected by your own Bank or Building Society. • If the amounts to be paid or the payment dates change, we will notify you three working days in advance of your account being debited or as otherwise agreed. • If an error is made by us or by your Bank or Building Society, you are guaranteed a full and immediate refund from your branch of the amount paid. • You can cancel a Direct Debit at any time by writing your Bank or Building Society. Please also send a copy of your letter to us. This is a term of your banking contract and you can sue on it.