Account balance has gone over credit limit?!
 

I haven't been on Virgin broadband for 2 months yet and already there are problems. I'm currently on the L package (10mb) and it's totally wireless, and it should be £15 a month, or so I'm told.

But I got a letter in today that "my account has gone over my credit limit", and I have to pay £66.25 to make this all OK.

What exactly is this about? I'm a little angry and confused!

Thanks

mmvm

Re: Account balance has gone over credit limit?!?!
 

Best to phone and ask them what the hell they are playing at. Otherwise you risk losing your service. Once this happens, regardless of your credit status, it seems to be a devil of a job to get it restored.

Good luck. :)

Re: Account balance has gone over credit limit?!?!
 

You have 2 credit limits a shadow credit limit and a credit limit.
When you go over the shadow credit limit it generates a letter to say you are approaching your credit limit and needs a payment to get you under the sahdow limit.
going over the shadow limit does not redtrict your service but the letter is sent to tell you this before you go over the upper credit limit which restricts your service.

It sounds like your 1st bill has been produced and it is a double bill plus install charges and any other charges which very often take customers close to or over their credit limit.

If you have ebilling check online

Re: Account balance has gone over credit limit?!?!
 

But what is this credit limit on a broadband connection and how do you go over it? I know there's a credit limit on the TV package, but the OP didn't say he had TV.

Re: Account balance has gone over credit limit?!
 

There is a Credit Limit that can be placed on the account - so covers any services a customers has

Sounds like the OP first bill is for two month + install which would be around £60 or there has been an issue with the Direct Debit

Re: Account balance has gone over credit limit?!?!
 

All cust are credit checked whether they take just bb or all 3 services.
Depending what the credit check reveals there may be a credit limit placed on account, it can be from £60-£120 which raises over time and good payment history.

In my experience customers are never told of their credit limit and indeed the 1st they may know is when the services are restricted or they get a letter which tells them they are approaching their credit limit(gone over the shadow credit limit)

Re: Account balance has gone over credit limit?!?!
 

I realise that they're credit checked, but I was unsure as to how a credit limit would apply to a broadband connection. I understand how it applies to, TV say, for things like PPV and FilmFlex.

Re: Account balance has gone over credit limit?!
 

an account Credit Limit relates everything - Service charges as well as calls and PPV events

Re: Account balance has gone over credit limit?!?!
 

A new customer may have a credit limit of say £60.
he is on xl bb at say £25 PM*(see below)
2 months at £25 PM = £50
install fee = £30
£80 total meaning 1st bill takes him over credit limit by £20 even if he has DD set up.
The Credit limit can be raised as this should not occur but it takes a call to CS to get it resolved as services would automatically be restricted.

*these prices are fictitious and no way represent VM pricing :D

Re: Account balance has gone over credit limit?!
 

That's insane. Your first bill making you over your credit limit already... Surely the installation fee should not be added against a credit limit? How many new customers will be phoning up annoyed that they're over a credit limit they know nothing about, or even why?

Re: Account balance has gone over credit limit?!
 

1) All customers should be told about the Credit Limit

2) If Customers has a Credit Limit the sales agent is supposed to take an upfront payment that is enough to cover the install fee.

3) The customers should then be encouraged to make payments towards the first bill to stop the services going off

Re: Account balance has gone over credit limit?!
 

That makes more sense, but does it always happen like that?

Re: Account balance has gone over credit limit?!
 

Re: Account balance has gone over credit limit?!
 

It's alright lads I fixed the situation. I called them up and they explained that I was being charged because they hadn't applied the offer for £15 a month for the first 3 months, apparantly they "forgot." I was being charged that for the quick setup delivery which was 15 quid for no reason; they charged me that so I could set it up myself in about 6 minutes.

But it's been rectified and the charge has been dropped to 30-something. I never did understand what the credit limit was in the end, the kind man trying to shaft me didn't explain, but as long as I got my finances right that's all that matters.

Re: Account balance has gone over credit limit?!
 

Could you shout a bit louder? They didn't hear you at the back there.