Virgin Media Resolves Mobile Data Billing Error

Virgin Media has admitted that some of its pay monthly customers were inadvertently charged for mobile data services included in their tariff.

The operator told TechWeekEurope the error was caused by a glitch following a service update to its billing platform.

Virgin said it is proactively reimbursing customers who have been charged and has resolved the problem so that it doesn’t affect anyone else.

Virgin Media Mobile

The error occurred during a five-day period at the end of July during which the information of its pay monthly customers was not deciphered correctly. This meant their data allowances were not acknowledged and they were charged the usual pay-as-you-go rate for mobile data.

These rates begin at 50p for 25MB, leading up to a price cap of £1.99 per day. Virgin Media said that meant the maximum cost incurred by affected users was £9.95.

One user on Virgin Media’s supported forums noted that he had been charged 50p each day between the 22 and 26 July, a total of £2.50.

“Due to a billing systems issue relating to our Virgin Mobile service, some customers using mobile data in late July may see incorrect charges for this element of their service on bills covering this period,” a company spokesman told TechWeekEurope. “We have now resolved the issue and are automatically adjusting customers’ bills, meaning customers will not end up paying more than the correct amount for their services. We apologise for any inconvenience.”

In June, Virgin Media unveiled the Premiere Plan, which offers its customers unlimited data and mobile insurance, and has carried out a 4G Trial in Oxford Street.

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