ian masters

Hi Ian,

We're sorry to hear about your concerns regarding the charges on your latest bill and understand why the difference between your energy usage and the overall bill has prompted questions.

Having reviewed the account, your supply is currently registered as a Half-Hourly meter. This type of meter can attract higher standing charges, which is contributing to the overall cost of your bill and is separate from the electricity you've consume.

If you believe the current meter classification is no longer appropriate for your premises, you can contact your Distribution Network Operator, National Grid, to discuss whether the supply can be reclassified. You can then opt for a smart meter.

We're happy to explain the individual charges on your Yü Energy bill so you have a clear understanding of how the total has been calculated.

Kind regards,

Yü Energy Customer Services

Hello Ian,

Thank you for your feedback—we’re sorry to hear about your experience.

We understand how frustrating it is to face long wait times and multiple menu options, especially when you need support and can’t find the answer on the app. That’s not the level of service we aim to provide.

Your comments on call volumes and accessibility are taken seriously, and we’re actively looking at how we can improve both our resourcing and the ease of getting through to the right person quickly. It’s also helpful to hear that the card itself is easy to use, but we recognise that when issues arise, support needs to be just as straightforward.

We tried to reach via Trustpilot but we did not hear back from you...

The Customer Experience Team

Hi Ian,
I’m really sorry to hear about your concerns.
I have sent you a message to request further information so that we can look into this matter further.
Thanks Sarah

Good morning Ian,
Thank you for leaving a review today. I am very sorry to hear about this situation.
I would like to contact you via the email we have on file to discuss this further with you. Please do keep an eye out for my email.
Thank you,
Apologies again for the inconvenience caused here.
Emily
Parcel2go Customer Services.

Hi Ian,

Thanks for taking the time to leave a review. We're sorry to hear you were having an issue with your broadband connection recently. Whilst we can't offer a 100% fault free service, we do promise to fix faults as quickly as possible.

Please have a look here: virg.in/service. From that link, you'll be able to check if there's a fault in the area, test your line, replace your equipment or book an engineer visit if it's needed.

These links will also help to keep things tip top for you:
General broadband help - https://www.virginmedia.com/help/virgin-media-what-do-the-lights-on-your-hub-mean
Slow speeds - https://virg.in/wifisos
Wi-Fi troubleshooting - https://virg.in/wifinotworking

If you are still having further issues then please get in contact with us so we can help you further. We have a vast variety of ways to contact us for help or support and I have listed a few here for you:

Call: 150/03454541111
Text: 0753 305 1809
Facebook: https://www.facebook.com/virginmedia/
Twitter: https://twitter.com/virginmedia
Forums: virg.in/VMforums
Other contact options can be found here: virg.in/contactvm

Kath

Hi Ian, thanks for your review and apologies for our delay in response, we've had lots of interest in ClearScore recently and we appreciate your patience at this time.
We appreciate your comments and I’m sorry you’re not happy with our available offers.
All the products you see on ClearScore are based on the information provided by you in the 'My Account' section, and on a ‘soft search’ of your credit report. If the information is incorrect in your ‘My Account’ section, you’ll need to update it so you’re able to see the most suitable offers for you.
If your address is showing incorrectly, please let us know your full current address and the date (month and year) you moved in so we can amend it.
Sometimes we might show you higher APR products is because after viewing your credit file, we can see that this shouldn’t affect you. To clarify, higher APR cards often have better incentives or offers attached to them (such as 0% purchase periods, cash-back, air-miles etc.) and are usually reserved for people with higher credit scores. As long as you’re making your repayments each month, or taking advantage of 0% purchase offers, this shouldn’t affect you.
If all of the information in your ClearScore account is correct, these will be the products that we can offer you at this point in time. This is based on the criteria provided to us by our lender partners.
If you’re unhappy with the products available to you, it’s worth checking back soon as we do update these on a regular basis. We're constantly working to improve our offers and increase the number of partners we work with. I hope this information helps you.
Many thanks, Haylee