Anyone else not been getting a bill from Virgin Media

[1stlifeline]

I have been with NTL for years and since the change to Virgin Media I have never had a bill. I tried to ring them 2 weeks ago, firstly to report that the box was not working and also to find out why no bill had arrived for 2 months.I gave up after holding for ages and being told I was in a long queue. I know I should have tried again since but just have not got round to it.

Today we have had a call frm a debt collection agency saying they are ringing on behalf of Virgin media about non payment . Surely there should also have been a reminder as well as a bill before they put it on the hands of a debt collection agency. When we rang Virgin they insist that they have been sending bills out. As my other half is also our postman we know there have been no bills addressed to our house. Its strange because NTL bills were always on time.

Has anyone else found they are not getting thier bills?

[buzby]

You should have had a reminder and a letter threatening a DCA referral. IN my franchise area, the change to VM from NTL simply meant only a different letterhead on the bill, the billing system remained the same and no other changes were apparent. HOWEVER, was your service not disrupted? VM pull the plug 10 days after the bill becomes overdue, so this might be a useful indication that something has gone seriously wrong with your account, and give you an opportunity to get back on track.

[1stlifeline]

Absolutely no change in the service whatsoever apart from some of the channels going, but that was because of the Sky change. There have been no reminders, letters , phone calls or anything which is strange as like you say I would have expected them to threaten disconnection.

[buzby]

They never threaten - they just do it automatically. What do CS say when you call them?

[1stlifeline]

Customer services were unhelpful when my partner rang them straight after getting the call from the debt collectors but that was because the bill is in my name. They wouldnt tell him how much we owe even though he knew the password for the account etc. Since I got home from work I have tried to contact them but there is a recorded message saying the system is down, please try later. I cant understand why they havnt just cut us off

[buzby]

Well, I'd rather they were particular about who they spoke with, as mistakes can lead to lots of private info going AWOL. Even if your billing address had been altered by mistake, the fact your services are unaffected are a miracle. keep us posted!

[davethorp]

My current bill seems to be late. Normally due on 14th but not had it show up online yet.

 

Not overly concerned at this time as long as my DD date changes so I still get the same warning

[buzby]

Do you mean due to arrive on 14th, or printed on 14th? Mine is printed on the 14th but it wont be delivered until 21st or 22nd.

[davethorp]

It is printed on 14th normally but I have ebilling so can normally view it online shortly after (normally on the 14th)

[1stlifeline]

Got through to them today and after being told that 'I must have recieved my bill' (I have not), 'It must have been put through the wrong door by the postman't (Er no, I live with him) we finally managed to sort it out.

When I initially got through I was asked to confirm all my details inc postcode, password etc. After the debate I was put on hold for a few minutes whist she 'looked into it'. She came back to the phone and said 'Your postcode is B** 3** isnt it. I told her it wasnt and that she had just asked me to confirm my postcode at the beginning of the call and that wasnt the one I gave her. However the postcode was for the address we lived at 4 years ago. She then informed me that they had a billing address for us and an installation address and because of this all my bills had been going to the old address. I told her that it was only during the last 2 months that we hadnt got the bill but she told me that the bill had been going to the old address ever since the package was installed at this house. Even though I told her that I went through the bill every month as it was itemised and it definatly has been coming to this address she would not have it. She said it was impossible for their system to revert to the old address once a new one had been set up. Obviously all those NTL envelopes that have been coming through my door for the last 4 years were a figment of my imagination then.

[buzby]

Ah - looks as though it's been the good old Royal Mail that managed to know where you were to get the bills to you, then got transferred. Of course, the billing computer has got nothing to do with service/installations who have their own files, hence the reason they knew where to come to fix it. Unfortunately, VM don't have the monopoly on incompetence.

[1stlifeline]

I think you hnave misunderstood my posting Buzby. The Royal Mail are not at fault. The bills have been coming to my current address for the last three and a half years but suddenly 2 months ago the Virgin system reverted to my old address and thats whre the last 2 months bills have gone. Virgin CS cant explain why that would happen, in fact she says it is impossible but when she told me the postcode they are going out to and the address it was our old house. I have been getting my bills at the new address every month since we moved here.

[buzby]

From a conversation I had with Billing, it appears that they are still having problems bringing together their disparate billing systems, and it is this that has resulted in the error. Clearly you were not responsible for this, so there's no way you should accept any responsibility for something that was not of your own doing.

[Nicolax]

I have not recieved a bill from Vigin Media since October of last year.

I have rang them at least 30times regarding this.

Last week I sent the following email, via their complaints form service as I couldn't find an actual email address;

 

 

I am writing to complain about the service I have received recently. I have not received a bill from Virgin Media for several months now and have just been hoping that my weekly payments are covering my outstanding balance. I am sure this has probably resulted in you charging me for late payments. I have telephoned several times regarding this matter, yet nothing seems to have progressed. I am concerned that I am paying for a service I may not be using or receiving, yet each time I telephone I am told the same thing. My bill is £X amount of money and no one can tell me exactly why my phone bills are not arriving. One time I was told it must be my post man, however it seems strange that he is delivering your mail shots - advertising your services, giving me my pin number, etc. but not my phone bills. This is a ludicrous accusation. The last time I rang I was advised to join up for E-Billing. I have done so, yet the most current bill I can view is from October 2008, around the same time my bills seemed to stop arriving. All I want is to be able to view my bill and see exactly what I am paying for. I don't think this is a lot to request but it seems like a request that cannot be fulfilled. I would be grateful if someone could look into this matter for me and make me aware of my outstanding balance, in an itemised form as this is something I do actually pay for. A service that may only be £1, but still something I am paying for and not receiving.

 

 

And 2 days ago I received the following reply;

 

 

Thank you for your recent email enquiry. I would have preffered to speak with yourself however was unable to contact you on the numbers provided.

I'm sorry to read in your email that you have not been receiving your bills. Having looked into your account I can see that some returned mail was sent back to ourselfs, which may suggest that royal mail have delivered to the wrong address. I can see that you have now registered for our e-billing service, which your next on or near the 13th of april bill would give you a full breakdown.

The balance on your account at this time is £18.96 which is the remaining balance for you march bill.

On our e-billing service you will be able to view that last 6 months of statements. Though unfortunatly because your bills have been suppressed you will only be able to view bills from April.

I.m sorry again for any inconvienence caused and trust that you now receive your bills on a regular month to month basis.

Kind regards

 

 

Now I am quite concerned.

The first thing, my husband works from home and I work mornings, so I am always home by noon. The phone number I supplied was the one that THEY provide me with! How on earth they were unable to contact me is way beyond comprehension.

The second thing, I totted up how much I have paid them from my paypoint receipts, since January and it totals £420. This is WITHOUT April. I really can't see how this amount of money can be justified.

The third thing, the only bill i can view on ebilling is from October last year, STILL.

 

 

I am just wondering if anyone on here can advice me on my rights regarding viewing my bills. Do I have the right to obtain a copy of my bills, or is it at their descretion? Can anyone help?

 

Thanks!