Problems with paying bill.

Monkey#3 · 30-03-2008, 11:11

Hi

I've been with Virgin Media for 13 months now, and this is the first time I've had trouble paying the bill.

I'm rather short of money at the moment, due to my wages being messed about and I have to work a "month in hand" because of starting my job late in the month. I'm about £20 off the credit limit, and I need the internet and phone on due to the a realitive in hospital.

Could I work out an instalment plan with Virgin by paying say £10 a week until I meet the bill costs?

BenMcr · 30-03-2008, 11:58

They can't stop a restriction going on if you go over your credit limit.

The only time they look at extending a restiction is if it is time based (i.e. cos the payment is late) and then only for a maximum of 7 days and only under very strict criteria and only if you are then clearing the bill in full.

If you are put on a payment plan, it reduces the payments to around £10 per month to give you a chance to catch up, but will restrict the services immediately. Again this is only done in certain circumstances.

Any restriction will leave you with an incoming phoneline only (though can use it to phone 999 and Virgin on 150 only)

Jules · 30-03-2008, 13:39

What Ben says is true a few months ago I was late paying my bill (I admit it I forgot) and the first I know about was I had no TV when I rang them I was told I also had no phone which I was not happy about as I need the phone at all times for medical reasons. Yes it was my fault as I didn't pay the bill but I don't think they should cut the phone off without warning.

Monkey#3 · 30-03-2008, 16:05

Well I'm not over the limit, and they did send a reminder letter last Friday as they said I am near my limit which I am nowhere near it.

Would they be fine with a plan of say £5 a week?

BenMcr · 30-03-2008, 16:12

Quote:

Originally Posted by Jules

What Ben says is true a few months ago I was late paying my bill (I admit it I forgot) and the first I know about was I had no TV when I rang them I was told I also had no phone which I was not happy about as I need the phone at all times for medical reasons. Yes it was my fault as I didn't pay the bill but I don't think they should cut the phone off without warning.

I can sympathise with that but Virgin DO try and contact people lots before a restriction. I.E they will try and call at least 3 times and you also get send a couple of reminder letters.

The problem is if they don't have an alternative contact number apart from the Virgin line. Because what Credit Services do is try the virgin line and then any alternative contact numbers they have on record.

It is even worse when customer don't have a Virgin phone, and haven't told them of contact number

---------- Post added at 16:12 ---------- Previous post was at 16:11 ----------

Quote:

Originally Posted by Monkey#3

Well I'm not over the limit, and they did send a reminder letter last Friday as they said I am near my limit which I am nowhere near it.

Would they be fine with a plan of say £5 a week?

You can but ask. It would be up to Credit Services to say yay or nay.

WHISTLED · 30-03-2008, 16:12

Quote:

but I don't think they should cut the phone off without warning.

Impossible to tell everyone they discon 1000's in batches every day. To take the corporate line its the customers responsibility to ensure the account is managed. Everyone forgets sometimes - I clear my credit card every month but forgot twice in a row recently.

Quote:

Well I'm not over the limit, and they did send a reminder letter last Friday as they said I am near my limit which I am nowhere near it.

Would they be fine with a plan of say £5 a week

You need to speak to them - it will be upto the person you speak to, you will still be downgraded for being over due though even if you are under your limit.

Personally I wouldnt mention the relative in hospital as everyone says something similar - believe me!

Jules · 31-03-2008, 12:27

Quote:

Originally Posted by BenMcr

I can sympathise with that but Virgin DO try and contact people lots before a restriction. I.E they will try and call at least 3 times and you also get send a couple of reminder letters.

In all fairness I am sure this is what they do but I can honestly say that on this occasion they didn't, I had no letter and I am home most of the time and if I am out my answer machine has my mobile number in the out going message so I am easy to get hold of.

Maybe I just slipped through the net on this occasion, having said that they had my phone back on within 10 mins of me ringing them and as it was me at fault for not paying the bill in the first place I can't complain.

Monkey#3 · 02-04-2008, 09:37

Well I'm still up and running online. How long does it take for them to contact?

I have tried to get through to the customer service line, but no such luck.

Monkey#3 · 16-04-2008, 15:03

I've been told that my balance is about 30 pounds over my credit limit, and I've agree to keep making payments with them to show I am paying the account balance, but bizzarely enough I am still online! The TV has been restricted, so I think I shouldnt push my luck here :P

Is it possible to "slip through the net" so to speak?

BenMcr · 16-04-2008, 22:48

All depends where you live. certain areas (till 5th May) have the broadband controlled seperately to TV and phone.

However after 5th May, all services will be on one bill which means all services get stopped at the same time