Virginmedia payment plan 11 months of neglect
Hi
I have virgin media Internet and tv flex package with sky sports and bt sports add ons. Due to health reasons my finances had changed so I contacted virginmeda in November 2025 and asked to be put on a payment plan ( I owed £144)
Virgin media agreed to remove my tv package and strip everything else back so my bill package cost would be £16 and my repayment plan would be £60 a month so I was paying £44 extra a month towards the debt.
Im December 25 I get my bill and its £150 ... I contact virgin media and they apologised and sent another email comfirming my bill would £16a month from now on but refused to fix my bill.
January comes and another bill of £150 i contact virgin media 3- 4 times they apoligise and again say thats my package had now been changed to £16 a month. I raise a formal complaint with executive team
Feburary 26 - I receieve a reply from executive team who says they have looked into my issues and apologised that my package had not been chnaged to £16 as agreed and that to make it right they will give me £100 compensation. ( but never mentioned fixing my bill )
I replied instantly saying i do not accept this i entered into a payment plan were my bill would be £16 a month and I would pay £60 a month and that my account should be in credit right now instead it's in approx £400 debt.
I phoned and sent more emails in Feb 26 and March 26 with no replies . ( im still beimg billed £150 a month )
In April 26 they finally replied and gave me a copy and paste response of Feburary resolution
Virgin continued to bill me £150 a month until the end of July when I arranged to change to sky. ** two days before they change was completed virgin media phoned me to ask why I was leaving and when I was explaining the lady said im going to cut the conversation there i shouldnt have phoned you as your arrears are too high for me to offer you anything.
I was speechless at this.
Anyways when I left at start of August executive team again as my bill was nearly £1000 in arrears now despite me making my agreed payment of £60 a month .
The executive team got back and explained that the team did change my package but didnt remove the add ons which is why my bill was.so high every month and as a gesture of goodwill they will write off the balance.
I dont think this is a good enough resolution as i have contacted them over 30 times in 11 months to resolve this and everytime they didnt. The overdue amount should have put my account in credit by Feb 26 but instead from. Feb 26 - present it showed increased debt. I should have paid £16 x 11 month £176 but instead.i paid 11 x £60 a month = £660 .
I have attached the email they sent everytime they said they chnaged my package to £16