Earlier this year ComReg launched an investigation into certain billing processes of Virgin Media. During that investigation it was established by ComReg that since June 2014 over 264,703 Virgin Media customers were charged for services beyond their cancellation date, known as post cancellation charge. Essentially any bill sent to customers during the notice period included the monthly recurring charge and this period related, at least in part, to a period beyond the expiry of the notice period.
Virgin Media did not automatically refund customers that paid for charges beyond their cancellation date. Instead our policy was that a credit was applied to a customer’s final bill and remained on the customers’ accounts. A customer could contact Virgin Media to reclaim these monies. ComReg's investigation found that over 141,000 customers were affected by this issue and some have been refunded. At least €2,963,895 credit on 107,185 customers’ accounts was not claimed back.
Virgin Media is fully committed to refunding all affected customers. Due to the high number of affected customers this will take us some time to complete. We are committed to issuing refunds to all affected customers by the end of March 2021. If you are one of these customers be assured that Virgin Media will issue you with a full refund to the last known address by this date. For more information please call 1800 941770 .You can also find the answers to any questions you might have here.