{"id":36135,"date":"2023-10-27T00:01:13","date_gmt":"2023-10-26T23:01:13","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=36135"},"modified":"2023-10-25T16:29:23","modified_gmt":"2023-10-25T15:29:23","slug":"direct-debit-billing-errors-strike-uk-customers-of-virgin-media","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/10\/direct-debit-billing-errors-strike-uk-customers-of-virgin-media.html","title":{"rendered":"Direct Debit Billing Errors Strike UK Customers of Virgin Media"},"content":{"rendered":"

Broadband ISP Virgin Media<\/a> (VMO2) has informed us that they’ve now resolved a tedious “system error<\/em>” that recently caused some of their customers to suffer a spate of billing errors with their Direct Debit payments, which resulted in either only partial or no funds at all being taken from their accounts.<\/p>\n

A fair number of people complained – over the past few weeks – about the issue, many of those via the operator’s own Community Forum (plenty of examples can be found here<\/a>, here<\/a>, here<\/a>, here<\/a>, here<\/a> and here<\/a>). The first that many customers noticed of the issue, unless they were paying close attention to their accounts, was when they got a prompt (e.g. new bill) that showed how they hadn’t paid their previous bill.<\/p>\n

The notices were often particularly galling because they warned affected customers – those who hadn’t actually done anything wrong themselves to obstruct the payments – about the risk of service restrictions if they didn’t cough up. Mercifully, a quick complaint to the operator’s support staff is often all that was required to resolve the issue.<\/p>\n

A spokesperson for Virgin Media<\/a> has now confirmed to ISPreview that a “small number<\/em>” of Virgin Media<\/a> customers with Direct Debits set up (not all customers with DDs) were recently billed less than they should have been. This issue is said to have been caused by an internal system error, which was resolved earlier this month.<\/p>\n

A Virgin Media spokesperson said:<\/strong><\/p>\n

\u201cWe apologise to the small number of customers who were recently billed less than their usual amount. This was caused by a system error which has now been fixed.<\/p>\n

Impacted customers will see the remaining unpaid balance carried forward to their next bill, and they are encouraged to contact our customer service teams who will be able to support them, including through offering payment plans if that would be helpful.\u201d<\/p><\/blockquote>\n

Naturally a “small number<\/em>” of customers, from an operator with a base of several million, could still be fairly significant in raw numerical terms, although Virgin Media declined to confirm precisely how many had been impacted. Credits to Carl, Mike and several other readers for highlighting the issue to us.<\/p>\n","protected":false},"excerpt":{"rendered":"

Broadband ISP Virgin Media (VMO2) has informed us that they’ve now resolved a tedious “system error” that recently caused some of their customers to suffer a spate of billing errors with their Direct Debit payments, which resulted in either only partial or no funds at all being taken from their accounts.<\/p>\n","protected":false},"author":1,"featured_media":32575,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[475],"class_list":["post-36135","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-virgin-media"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/111303811347877409","error":""},"yoast_head":"\nDirect Debit Billing Errors Strike UK Customers of Virgin Media - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Broadband ISP Virgin Media (VMO2) has informed us that they've now resolved a tedious "system error" that recently caused some of their customers to\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2023\/10\/direct-debit-billing-errors-strike-uk-customers-of-virgin-media.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Direct Debit Billing Errors Strike UK Customers of Virgin Media - 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