Posted 24th Mar 2022
Advice needed...

Credit report is showing as Virgin Media "In Default" however I believe this is incorrect.

I agreed with VM last year that because their engineers could not fix an issue and meant I had zero service, that they would terminate the contract without penalty. They told me I had nothing further to pay and that I could sign up to another broadband company.

Upon checking my credit report, it is showing as £19 "in default" to Virgin media.

How can I fix this, as my credit score has dropped significantly?
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  1. Avatar
    The only way is to contact Virgin Media as they'll need to update the report and clear off your bill
  2. Avatar
    From community forums at Virgin Media…115

    Thank you for making your first post regarding a default on your credit file. I am so sorry to hear that this has been bringing down your credit score, I understand how frustrating this must be.

    Here is a clear outline of what you should do and a timescale of how long things may take:

    Please send a copy of your credit file to us and we can look at the entry for you. Please note the overall turnaround for a credit file resolution can take up to 28 days from the day we receive a copy of your file. You can send this via email or post to the following: Or Consumer Underwriting Services, Virgin Media, Eagle Court 3, Coventry Road, Sheldon, B26 3RZ

    The Credit File Amendments team are the only team in Virgin Media who can adjust marks on the credit report. They will review the email and act accordingly. If they are to correct this, they would send the amendment over to the credit agencies and it can take 6-8 weeks for you to see any amendments on the credit file.
    Edited by: "JRSC01" 24th Mar
  3. Avatar
    Hope you have waht they told you in writing.
  4. Avatar
    Thanks all for the advice. Just got off the phone and I feel totally let down by VM, and I hope they will see that they have messed up and remove the default. Have emailed the above address with the full details so only time will tell.
  5. Avatar
    Eden003224/03/2022 18:57

    Thanks all for the advice. Just got off the phone and I feel totally let …Thanks all for the advice. Just got off the phone and I feel totally let down by VM, and I hope they will see that they have messed up and remove the default. Have emailed the above address with the full details so only time will tell.

    Taken from:-…it/

    Get a copy of your credit reference fileYou can ask for a copy of your credit reference file from any of the credit reference agencies. If you have been refused credit, you can find out from the creditor which credit reference agency they used to make their decision. Your file shows your personal details such as your name and address, as well as your current credit commitments and payment records.

    You have a right to see your credit reference file - known as a statutory credit report. A credit reference agency must give it to you for free if you ask for it.

    Credit reference agencies may offer other more expensive services where you are sent a copy of your credit reference file on a regular basis. If you're thinking about signing up to this kind of service, make sure you read the details. Check it's what you want before you agree to it.

    If you sign up to a free trial and decide it’s not right for you, remember to cancel before the trial ends or you might be charged.

    If the information on a credit reference file is wrongIf you think any of the information held on your credit reference file is wrong, you can write to the credit reference agencies and ask for it to be changed. But you can't ask for something to be changed just because you don't want lenders to see it.

    You can also add extra information about your situation. For example, you can add information if you have had a past debt but have now paid it off. This is called a notice of correction. This might help you if you apply for credit in the future.
    Credit reference agenciesCredit reference agencies are companies which are allowed to collect and keep information about consumers' borrowing and financial behaviour.

    The 3 credit reference agencies are:

    Experian -

    Equifax -

    TransUnion -
  6. Avatar
    Happened to myself with a phone company when I cancelled within 14 days, the report showed missed payment, that was 3.5 years ago now, I just left as score is always high on two well above average and still 999 with one of them. After a while it makes no difference..
  7. Avatar
    Contact virgin. Although the contract may have been cancelled immediately you may have owed something for service to that date which you haven’t paid.
  8. Avatar
    It's happened to me. I suggest you raise a complaint against VM with the communications ombudsman. You will need to ask for a deadlock letter from VM - or else wait 40 working days from the day of your complaint and the ombudsman will investigate your complaint without a deadlock letter. (They like to give the company a chance to resolve it themselves, but realise it can be difficult to get a deadlock letter. You will need to supply evidence to the Ombudsman - complaint reference number, date you raised the complaint to VM, and or explanation of what happened, their response - any proof etc. They will investigate and review your case. They will mediate with VM and allow VM time to investigate and respond. Often when the Ombudsman gets involved, the company will be more responsive. The Ombudsman will then get back to you with the VM reply, review and make a decision. If they agree with you, they will ask you what kind of resolution do you want? - 1. To correct your credit report and 2. A good will gesture /compensation for the trouble. You can telephone the Communication Omudsmans for further advice. Good…t-u
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