on 23-04-2022 07:15
My services are currently restricted as I have an outstanding balance of £175 which is made up of previous and current bills however I have a £160 credit limit and unable to pay balance in full but can make a part payment which would bring me under my credit limit but virgin are asking for either full payment or £80 to restore my services and I just don’t have that much right now. I was under the impression that the billing cycle runs a month in advance so why can’t I just bring it under my credit limit till I can pay more I rely on my services as I am a vulnerable person who is house bound and struggling financially it’s causing me distress and anxiety and making me ill. Virgin are being unreasonable and exasperating a difficult situation can someone please help I am willing to pay something but can’t pay what virgin are demanding and it’s a real struggle to get help or contact anyone at virgin without having to jump through hoops
on 23-04-2022 08:45
Contacted virgin via what’s app waste of time because I wouldn’t commit to paying more than I can afford after offering to make a part payment to bring me under my credit limit they just transferred me to collections and they take forever to get back to me even after I explained I’m a registered vulnerable customer and rely on my services but just need a bit more time to pay they aren’t interested completely unreasonable
on 23-04-2022 11:04
The first thing to understand is that your credit limit does not give you any credit facility with Virgin Media.
This credit limit is there to stop you spending too much on PPV or phone calls with Virgin Media.
Following restriction, it is normal for Virgin Media to expect you to pay any outstanding balance in full to restore your service.
If you have discussed your situation and they have offered to restore your service for a payment of £80, I suggest that is the best you can do and be clear with Virgin Media whether you expect to clear your balance in the future to continue the service.
It is also worth discussing withVirgin Media the possibility of reducing your services to ensure you can continue to pay in full in the future.
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on 23-04-2022 12:13
Hi Kd41,
Thank you for reaching out to us here on the Community.
I am very sorry to hear your services are currently restricted due to a balance on the account and credit limit.
Although we have a set credit limit for you, if there is an outstanding balance at the time of a new billing period, a restriction would be put in place until the balance is cleared.
I understand this must be concerning, especially after reading your circumstances so our first recommendation would be to speak to the collections team regarding a payment plan. I see from your message that you were transferred to the collections team on the call. Were they able to discuss the options with you?
Let us know and we will be happy to assist further.
Thanks
on 23-04-2022 14:16
on 23-04-2022 14:27
9 minutes ago
on 23-04-2022 14:52
Thanks for coming back to me via private message. We would usually only private message following an invite from a Forum team member but due to the circumstances we would be happy to confirm some details and continue via the message service.
Speak soon,
on 23-04-2022 15:11
It is difficult for us all, given the increasing prices we are seeing now.
I suspect the best option here is for this customer to consider moving to the Essential Broadband product:
https://www.virginmedia.com/help/register-for-essential-broadband
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on 23-04-2022 15:17
You beat me to it @Ernie_C
I was going to suggest the same, provider the OP is in receipt of Universal Credit.
However, the stumbling block may be that the outstanding balance will need clearing first?
https://www.virginmedia.com/broadband/low-income-families
on 23-04-2022 15:30
All I need is a bit of extra time and understanding I will pay all of the bill but I cannot pay it till I get my money on 3rd may and no I’m not on universal credit I’m not asking for charity I just want to make a payment arrangements instead of putting me under pressure and it’s very condescending to say get basic internet but I’m reliant on strong broadband for video appointments as I have agrophobia I just want virgin to give the support they so freely advertise for vulnerable customers that’s all