Need payment extension cant speak to agent on phone

[Shriz]

Hello, I have overdue bill and need payment extension as I don't get paid until the 7th. I have called the 0345 454 1111 line and finally got to an agent. However a minute into a call I get disconnected. Tried again, disconnected. Third time the call was longer, but disconnected after 5 minutes again.

This is my first time with virgin and I never had any problems with any providers getting a hold of them, it seems the reviews are right the customer service is actually shocking. Its hard to get hold of live person and once you do it seems you just get disconnected.

I am hoping I can get more help here thank you.

[Matthew_ML]

Hey Shriz, thank you for reaching out and a warm welcome to the community I am sorry to hear you are stuggling to get through.

We don't handle payment extensions from here sorry, you would need to speak to the collections team on 0345 454 1111 who could potentially look at offering you a 7 day extension.

They are open until 8PM tonight, 

[Shriz]

Hello Matthew, I spoke to the team finally. I was advised by the advisor to make the minimum payment then call back. I have done so and called back however now she is saying she cant see the payment even though it has gone through my bank and I received email confirmation of the payment. My services will be restricted tomorrow and I work from home. First time I've had such a hassle trying to sort a simple situation. Was with Sky before and usually these situations were resolved very quickly. I'm really considering if I made the right decision moving to Virgin.

[newapollo]

Hi @Shriz 

Hopefully your services will be restored within 3 hours.

Info below from  /virginmedia.com/help/billing-and-payment/make-a-payment 

How long before my payment shows in my account?

Credit card payments

It could take up to 9 hours to be appear in Your Account. If it’s between 8am and 10pm it’ll take only 2 hours.

Info below from /virginmedia.com/help/billing-and-payments/payment-issues 

Help with reactivating my Virgin Media services

All you need to do is make a payment to clear the outstanding amount. When we receive your payment, we'll aim to restore your services within 3 hours. Remember, some payment methods can take longer than others. If you've used a credit or debit card, we should receive your payment pretty much immediately. However, bank transfers or cheques may take a few days to clear.

[Kath_P]

Hi Shriz, 

When an account has been restricted, unfortunately it does mean a few less options are available to you. If you know you won't be able to make the payment in advance, it's always best to get in touch before any restrictions are placed on the account. 

Until the payment is added to the account and the restriction lifted, there won't be much the team can do. As mentioned by another user above, this can sometimes take up to 9 hours to appear. 

If it's only today you've made the payment, get in touch with the team tomorrow so they can help further. 

Many thanks, 

[Kath_P]

Hi Shriz, 

When an account has been restricted, unfortunately it does mean a few less options are available to you. If you know you won't be able to make the payment in advance, it's always best to get in touch before any restrictions are placed on the account. 

Until the payment is added to the account and the restriction lifted, there won't be much the team can do. As mentioned by another user above, this can sometimes take up to 9 hours to appear. 

If it's only today you've made the payment, get in touch with the team tomorrow so they can help further. 

Many thanks,