@Berniety wrote:
So I’m leaving virgin as we’re moving house and they don’t cover my new area. They sorted my bill out and I came to check my app and the website and there’s a message on there saying restricted services as my bill hasn’t been paid. I’m so annoyed because it has been paid and my DD hasn’t changed. I’ve made a complaint through the website so it better get sorted and not affect my credit rating. Never had a problem before so no idea why it suddenly says I haven’t paid.
Its an app bug. Had the same thing as soon as I gave notice. VM Staff looked into it, but internal IT still haven't fixed it. Check the my virgin media portal in a web browser, that's the accurate version. If it doesn't say RESTRICTED there you are OK.
As you get closer to termination date, you'll get emails saying last bill not paid. Its correct in one way, because the FUTURE Direct Debit hasn't been collected by THEM as yet even though it's still in-place with bank. It makes it sound like you need to pay.
VM keep billing until actual disconnection, so if your billing period crosses another month, then you may get an email for another month's payment even if you disconnect on the day of the next cycle (as produced in advance by VM). A few days later of doing nothing, the ONLINE my Virgin Media billing will usually cancel the month ahead charge out (or part amount if your disconnection actually falls in that new billing month) and then calculate any credit due back which takes ages for them to send by cheque.
Hope this helps. VM really need to get a grip on discrepancies amongst their systems.
