Restricted service, Bill Overdue??

[psul]

Just seen this message on the Virgin app, says your services have been restricted as your current bill is overdue yet my direct debit isn't due until 1st the same as every other month?

Don't know if this is somehow linked to the fact that I am currently in my 30 days notice period but it is quite disturbing to see this on my account and potentially affecting my credit rating. 

[Matthew_ML]

Hey psul, thank you for reaching out and I am sorry to hear this, could this be a payment which is currently being taken for example?

Please remember if it due on the 1st we would normally ask the bank for this money a few days before hand.

What date is on the bill?

[psul]

Hi 

Bill date is 15th January,  payment date is 1st February 

[Matthew_ML]

If your services are currently suspended I would look to be speaking with the collections team on 0345 454 1111.

When you check your online account here does it state there is money owned?

Could it also be from last months payment, please remember we do bill a month in  advance. 

[psul]

Strange,

Checked my account on the website and it says bill paid but the app says payment overdue.

[Alex_RM]

Sorry for any confusion psul,

So I can confirm things for you, I've popped you over a private message.

Alex_Rm

[Sianstokes123]

Paul - I’m getting the same! I’m due to be disconnected on 6th March after giving notice of leaving on 5th February. I’ve logged on today as I got notice of my final bill (which also makes no sense but that’s another matter) and can see the app says service restricted as payment overdue. I rang their closures and collections / billing team today who both confirmed that there is no payment overdue and the last payment (paid on 20th February by direct debit) was taken in full and on time. No one has any idea why the app is saying this but it’s concerning as Virgin Media jumped at the chance to report incorrect information to the credit agencies previously and I had to get their credit file team to remove this (which they were pretty quick at doing but it was still a massive inconvenience when the error was there).

I am wondering if it’s a glitch with the app. Did you get a solution at all? 

[newapollo]

Hi Sianstokes123 

Have you logged into /my-virgin-media using a browser? This is often more up to date and likely to be correct than the app.

Also have you cancelled your direct debit since making the payment on 20th February?  The billing system will expect to see that the direct debit is still set up.

You will still be billed for the period up to your disconnection date, 6th March, and will then receive a final bill detailing any additional charges (possible chargeable phone calls made, PPV's, movie purchases) or a credit amount for any charges you have overpaid. 

[Sianstokes123]

Hi Dave

I haven’t cancelled any direct debits as that can sometimes cause a whole new set of problems so I’d rather a direct debit be taken in error than not at all. The direct debit is still active. My closing bill says it’s £0 and it has the payment from the previous month on it too which states it was paid on time (as it always is as it’s via a DD).

I have logged onto the browser and I don’t get any such late payment message and all the bills are showing as paid on time. As I said before I also spoke to the billing team today and they confirmed there was nothing outstanding and all direct debits have been taken in full and on time. It is really really concerning to see this in the app. It shouldn’t be there if it isn’t correct as it causes nothing but panic.

[psul]

The message persisted in the app until I accepted a deal offered by retentions a few days before my disconnection date. The message disappeared as soon as I agreed a new deal so I'm assuming it's a glitch in the app. Needs to be looked at though as it's obviously quite alarming to receive a message like that and having to chase it up.